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 uniquely empowering employees, supervisors, and workforce administrators with automated, analytics-based intraday scheduling optimization.
NICE offers the only organically integrated adaptive workforce optimization (WFO) solution on the market.
Frost & Sullivan recognized NICE’s adaptive WFO solution for enabling comprehensive real-time responses to dynamic staffing and employee needs. Specifically, the solution dramatically 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.
By automating the schedule-change and scheduling processes and placing more power in the hands of employees, NICE’s Adaptive WFO solution improves agent morale. As cited by Frost & Sullivan, research by Millennial Branding showed that 45 percent of Millennials would choose workplace flexibility over higher pay, confirming the belief among over one-third of the members of the Society of Workforce Planning Professionals that new employees prefer schedule-change empowerment over a starting salary increase of 5-10 percent.
“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.”