News : NICE Adaptive WFO Receives the Frost & Sullivan Award for Its Real-time Scheduling Solution
Hoboken, NJ, USA, Nov, 2017 -- NICE (Nasdaq:NICE) announced that it has received Frost & Sullivan's 2017 Customer Value Leadership Award for its intelligent empowerment solutions in the contact center industry. The award recognizes the company's cloud-based Adaptive Workforce Engagement solution for empowering employees, supervisors, and workforce administrators with automated, analytics-based intraday scheduling optimization.
Frost & Sullivan recognized NICE's adaptive WFO solution for enabling comprehensive real-time responses to dynamic staffing and employee needs. Specifically, the solution improves employee engagement with personalized mobile-friendly scheduling control and reduces the time it takes to handle intraday staffing issues, thus ensuring consistent service levels. These advantages were cited as providing significant price and performance value, while empowering the contact center workforce.
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"For thirty-plus years, much has been written about the conflicting priorities that contact center management has faced in balancing the requirements to manage costs and increase operational efficiencies, while improving the agent and customer experience," according to Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan. "NICE has been able to elegantly navigate the conflicting priorities found in the contact center, effectively transforming agents into active workforce management partners to optimize overall staffing levels."
Miki Migdal, president of the NICE Enterprise Product Group
"NICE's cloud-based Adaptive Workforce Engagement solution provides a completely new way of interacting with and managing the workforce. The Frost & Sullivan award confirms the remarkable impact such a solution has on the customer service market, creating a three-way win for employees, organizations, and end customers with real-time responses to the smallest fluctuations in demand. By combining adaptive capabilities, automation, and greater agent visibility, Adaptive Workforce Engagement is the next innovation in our ongoing reinvention of customer service."
#contactcenterworld, @NICELtd, @Frost_Sullivan
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, December 1, 2017
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