PRESS RELEASE: NICE announced that it is the winner of the 2016 Technology Innovation Award for Contact Center Excellence. NICE was selected based upon its contributions and the extent to which it will help organizations innovate or enhance the productivity and outcomes of business or IT processes.
The awards program, run by leading analyst firm Ventana Research, selected NICE for its Adaptive Workforce Optimization (WFO) solution.
NICE was lauded as a pioneering vendor that contributes advancements in technology that drive change and increased value for organizations worldwide.
NICE Adaptive WFO provides a new way of engaging, motivating and empowering contact center agents to perform at their best level. The solution generates an analytics-based agent persona using metrics, attributes, and preferences, and uses this to determine the best approach to agent onboarding, scheduling, coaching, performance and incentives for each individual in the contact center.
“NICE is proud to be recognized for such a prestigious industry technology award,” said Miki Migdal, President of the NICE Enterprise Product Group. “This recognition from Ventana Research demonstrates our leadership and innovation in the WFO space, as we continuously work to re-define the workforce planning, management, and engagement environment. We are dedicated to providing organizations with the tools that will help them achieve superior contact center performance, and ultimately help them drive perfect customer experiences.”
“Contact center agents play a key role handling customer interactions and ensuring customer experiences match customer expectations,” said Richard Snow, Vice President and Research Director at Ventana Research. “NICE Adaptive WFO supports a full set of capabilities to manage all aspects of agent performance, including an innovative visualization of agent personas and performance.”