News : NICE Unveils Enhanced Strategic Planner
Hoboken, NJ, USA, Feb 25, 2019 -- NICE (Nasdaq: NICE) introduced NICE Enhanced Strategic Planner (ESP), an offering designed to empower contact centers in making intelligent, accurate long-term workforce planning decisions that drive success.
Powered by Artificial Intelligence (AI) and based in the cloud, NICE ESP delivers the insights and tools contact centers need to precisely plan and predict capacity needs based on their organization's unique requirements. This solution is an integral part of NICE’s Workforce Management version 7.2 that includes enhancements enabling next generation planning.
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Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan, said, "Although the benefits of long term planning have become clear, many contact centers still use manual methods and are disappointed with the results. Contact center are in dire need of an innovative planning solution that's easy to work with and can help them accurately foresee and plan workforce requirements and improve business results."
Barry Cooper, President, NICE Enterprise Group, said, "With Enhanced Strategic Planner, NICE have brought yet another innovative offering to market that sets contact centers up to win and reiterates our leadership in this domain. This powerful, easy to use solution helps contact centers to accurately predict future resource needs by identifying the impact of a resource plan on key metrics such as service levels, staffing levels and handle time. As a result, contact centers can achieve metrics more reliably, benefiting from the most optimal future resource plan. A true cloud solution, NICE ESP is accessible anywhere and is always updated with the latest features. We're proud to continue making our innovative vision for WFM a reality via NICE ESP and WFM version 7.2."
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.
Published: Wednesday, February 27, 2019
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