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News : NICE Workforce Management Reduces Costs and Increases Productivity for Oi Telecom Group
Ra'anana, Israel, Feb 17, 2016 -- NICE Systems (NASDAQ: NICE) announced that Oi Telecom Group has achieved a cost reduction, higher productivity and increased agent occupancy with NICE Workforce Management (WFM) and consulting services.
A series of NICE WFM workshops on best practices was held in early January 2015 at Brasil Telecom Call Center (BRTCC), the outsourcer that is part of the Oi Telecom Group. As a result, the BRTCC staff planning team was redesigned both in functionality and processes, leading to reductions in agent management staff and in FTEs in contact center agents. These employees were then reassigned to other areas of the organization, improving the value of their contribution at different points of the customer relationship chain.
Oi Telecom Group, which has been using NICE WFM and recording solutions since 2005, wanted to increase call center occupancy, reduce the time spent on generating and reviewing scheduling plans, improve productivity and integrate to both SmartSync and Genesys. With the help of NICE’s consulting services, Oi attained these goals.
Luiz Camargo, Managing Director, NICE Brazil said, "NICE and Oi-BRTCC have a long term partnership and we are glad to see that our solutions keep bringing positive impacts to their operations. The flexibility of our applications provides the strong support they need to accommodate their ever changing business dynamics in which operational models continue to evolve."
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 Oi (telecommunications):
Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet provider services. Oi has a contact center in Brazil, with 40,000 agents in 10 different locations all over the country.
Published: Friday, February 19, 2016