NICE’s innovative solutions ensure intelligent automation of intraday self-planning and accurate AI-based forecasting, increasing employee satisfaction and maximizing return on investment for Skipton
NICE (Nasdaq: NICE) today announced that Skipton Building Society has selected its cloud-based Workforce Management (WFM) and Employee Engagement Management (EEM) offerings as a bundled solution for its contact centers. As part of an ongoing effort to adopt the most advanced technologies, the UK-based construction company chose NICE to provide its workforce with flexible planning capabilities and thus improve employee satisfaction while increasing efficiency through AI-driven forecasting and ensuring rapid return on investment.
The combined solution of NICE WFM and EEM in the cloud was seen by Skipton Building Society as a complement to its long-term business strategy as well as its focus on employee-first. Skipton has also seen the immense benefit of moving to the cloud. This includes alleviating the burden of local maintenance and upgrades, as well as increased flexibility for integration with other internal and third-party systems, in addition to cost savings. As a result, Skipton is able to always have the most recent version of the NICE solution on hand and quickly deploy its latest functionality in the contact center.
In addition to achieving operational efficiencies and cost savings, NICE WFM and EEM were adopted to improve employee satisfaction at Skipton Building Society. Agents have remote access to their work schedules and are empowered to independently make intraday or short-term shift changes, increasing engagement and improving overall adherence. While giving agents greater control over their schedules, EEM only allows shift changes that NICE’s AI-driven WFM identifies as beneficial for staffing and occupancy levels. NICE EEM also uses intelligent intraday automation® technology to identify planned staffing discrepancies and resolve them in advance in a way that eliminates or significantly reduces the processing and reporting of manual and semi-manual WFM schedule changes.
Benedicte Frew, Head of Distribution and Planning for Skipton Building Society, noted, “When we decided to upgrade our WFM, it was natural for us to look to NICE to extend the existing positive relationship that we had developed. Additionally, we have recognized that NICE is the leading provider in the WFM market, with rich expertise in implementing its cloud-based solutions for a wide variety of businesses that have inspired our confidence. Coupled with the innovative planning capabilities of NICE EEM, it was easy for us to choose NICE. Now, with the most advanced solution available for managing our workforce, we gain a competitive advantage that complements our overall business model. “
John O’Hara, President, NICE EMEA, said, “With the decision to migrate to the NICE WFM cloud and deploy EEM, Skipton Building Society and NICE have strengthened an existing successful relationship. The process was simple and transparent, bringing flexibility, cost savings, and smarter decision-making to the construction company’s workforce. with integrated AI and cloud-based technology. We are very pleased that Skipton Building Society has joined thousands of leading contact centers around the world using the NICE suite of intelligent solutions to optimize operations and revolutionize employee engagement.
Skipton Building Society is a large mutual savings and credit organization in the UK, with 100 branches and over one million members. She chose to upgrade an on-premises NICE WFM solution to a cloud edition, which she deployed to 450 contact center agents. NICE EEM has been added as a key component of the new comprehensive solution, integrating intelligent automation for intraday management with WFM’s AI-driven planning, hiring, forecasting and scheduling.
NICE (Nasdaq: NICE) is the world’s leading provider of cloud and on-premises business software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes provide better customer service, ensure compliance, fight fraud and protect citizens. More than 25,000 organizations in more than 150 countries, including more than 85 Fortune 100 companies, use NICE solutions. www.nice.com.
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This press release contains forward-looking statements as defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including statements by Mr. O’Hara, are based on the current beliefs, expectations and assumptions of management by NICE Ltd. (the society “). In some cases, these forward-looking statements may be identified by words such as “believe”, “expect”, “seek”, “may”, “intend”, “should”, “plan”, ” anticipate “,” “plan”, “estimate” or similar words. Forward-looking statements are subject to a number of risks and uncertainties which could cause the actual results or performance of the Company to differ materially from those described in this document, including, but not limited to, the impact of changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company growth strategy; success and growth of the Company’s Cloud Software-as-a-Service business; changes in technology and market requirements; declining demand for the Company’s products; the inability to develop and timely introduction of 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 agreements; the Company’s dependence on third-party providers of cloud computing platforms, hosting facilities and service partners;, cybersecurity attacks or other security breaches against the Company; the effect of any newly enacted or amended laws, regulations or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the United States Securities and Exchange Commission (the “SEC”). 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 SEC, 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 assumes no obligation to update or revise them, except as required by law.
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