NICE (Nasdaq: NICE) today announced Total Administrative Services
Corporation (TASC), one of the largest third-party employee healthcare
administrators in the United States, has selected NICE Nexidia
Analytics, Quality Central (QC), and Workforce Management (WFM) to
create a single, centralized system in the cloud to improve customer
experience and expand employee engagement.
“By leveraging NICE’s wide portfolio of solutions, TASC is empowering
their customers and agents through our cutting-edge technology,” Barry
Cooper, President of the Enterprise Group for NICE said. “With a
focus on innovation, NICE allows companies to solve problems seamlessly,
effortlessly and securely. NICE strives to work with our customers to
personalize their experience in order to align with their goals. TASC
has seen a multitude of benefits from QC, WFM, and Nexidia Analytics,
including a reduction of time and cost as well as greater employee
satisfaction and independence, all ultimately resulting in more
satisfied customers.”
“Our leadership group understood that all three NICE solutions directly
supported several of our strategic objectives including operational
efficiency, customer experience and growth,” Gary Hartung, Manager of
Operations Support Technology, TASC said. “By going with the
cloud-based solutions, TASC’s internal IT and business staff were able
to focus on a multi-year strategic project to develop and deploy TASC’s
new customer facing and internal administration application called
Universal Benefit Account applications that further supports our
strategic objectives. We look forward to continuing to leverage NICE’s
innovative solutions to further elevate customer service and expand on
TASC’s strategic objectives.”
Through the use of NICE
Nexidia, TASC has been able to engage their employees by eliminating
tedious manual tasks such as post-call wrap up forms and other details
that Nexidia Analytics identifies automatically. This has led to a more
efficient use of time and resources while eliminating human error from
the process. TASC is using the solution’s call sentiment scoring, audio
files, and detailed metadata to save on expenses and to increase
customer retention by combating attrition more precisely and
effectively. TASC customers are benefitting from Nexidia Analytics
through reduced average handle times due to analysis and automation
capabilities provided to agents.
Adding NICE
QC has helped TASC gain a clear line of sight into agent
performance. Quality assurance processes are streamlined, improving
evaluation timeliness and scoring. This capability has helped identify
best practices in handling specific call types and leveraged the
information for coaching to help encourage better performances. The
Quality Center Portal has been a useful tool for agents, allowing easy
access to their own call recordings and evaluations to further their
knowledge and growth.
NICE
WFM is streamlining scheduling, schedule changes, and time-off
management for agents and supervisors. This improves an agent’s
happiness by rapidly increasing turnaround time all while simplifying
supervisors lives through auto approval and easier access to agent
requests. The process of moving from a manual system to an automated one
has increased occupancy and shrinkage calculations, which in turn has
increased forecasting and reporting accuracy.
Additionally, on April 16 and 17 at Interactions
2019, TASC’s Operations Support Technology team will present
on “How WFM Cloud Supported TASC Strategic Objectives” and “Quality
Program Transformation: Analytics Driven Automation.” Additionally, they
will also participate on a panel called “Analytics for Process
Improvement.”
About NICE
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and
on-premises enterprise software solutions that empower organizations to
make smarter decisions based on advanced analytics of structured and
unstructured data. NICE helps organizations of all sizes deliver better
customer service, ensure compliance, combat fraud and safeguard
citizens. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, are using NICE
solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term
is defined in the Private Securities Litigation Reform Act of 1995. Such
forward-looking statements, including the statements by Mr. Cooper, are
based on the current beliefs, expectations and assumptions of the
management of NICE Ltd. (the Company). In some cases, such
forward-looking statements can be identified by terms such as believe,
expect, may, will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of the
Company to differ materially from those described herein, including but
not limited to the impact of the global economic environment on the
Company’s customer base (particularly financial services firms)
potentially impacting our business and financial condition; competition;
changes in technology and market requirements; decline in demand for the
Company’s products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products, technologies
and personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly enacted
or modified laws, regulation or standards on the Company and our
products. For a more detailed description of the risk factors and
uncertainties affecting the company, refer to the Company’s reports
filed from time to time with the Securities and Exchange Commission,
including the Company’s Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date of
this press release, and the Company undertakes no obligation to update
or revise them, except as required by law.
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