Workforce Optimization Featured Article

So NICE They Named It Twice

April 25, 2017

Providing customer service is a science today. The digital era, where data-driven approaches are offering firms insight like never before. The contact center is the front line of the customer journey, making it foundational that it is prepared to provide the level of service expected. Agents guide this journey, while workforce optimization puts agents and operations in a position to succeed. And awards serve as a nice benchmark to survey this arena.

NICE announced this week that it has been honored with not one, but two awards from CUSTOMER magazine. The cloud-based NICE EVOLVE WFM garnered a 2017 product of the year award, and NICE Adaptive WFO earned the publication’s first ever Workforce Optimization Innovation Award.

Miki Migdal, president of the NICE Enterprise Product Group, exclaimed, “We are honored that TMC (News - Alert) has seen fit to recognize NICE for our leading customer experience technologies across two Workforce Optimization categories. Our goal is to provide the most innovative, data driven solutions to allow organizations to engage their employees in new ways.”

The strength of NICE Adaptive WFO is in its personas, where agents are engaged and put in a position to thrive. The proper tools empower agents, maximizing productivity up through management. NICE EVOLVE WFM takes the edge off of managing the workforce. In true digital transformation form, this SaaS (News - Alert) solution is an alchemist, turning the complexity of scheduling, forecasting and adherence to simple and in real time.

TMC CEO Rich Tehrani noted, “These solutions provide insights that tie together data from multiple sources to help develop an overall strategy to deliver a better overall customer experience. There were many impressive contenders this year, and NICE stood out for its dedication to innovation.”

This type of data-driven approach acquiesced from outlier to optimal at what feels like the blink of an eye. Customer service carries artistic components, but driving the contact center with data promises productivity, engagement and a reliable workforce ready to serve.

Edited by Alicia Young
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