Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation
December 01 2020 - 6:30AM
Business Wire
NICE's Attended Automation solution enables
Swinton to redefine processes, improving customer experiences,
workforce engagement and efficiency
NICE (Nasdaq: NICE) today announced that Swinton Group
has transformed customer service and improved both customer and
employee experiences by leveraging NICE’s Attended Automation
solution. A UK-based insurance retailer with a network of branches
across the country, Swinton Group redefined customer service
workflows to ensure employees had the right data at the opportune
time and next-step guidance at their fingertips with NICE's
Attended Automation solution. As a result, Swinton benefitted from
improved customer experiences and efficiency improvements including
an 11 percent increase in net promoter score (NPS), an average
reduction of 50 seconds in handling time (AHT), and an increase in
capacity of over 7,700 calls per month.
John Mackey, RPA Manager, Swinton Group, said, “With
NICE's Attended Automation solution we empowered employees with the
data and tools needed to deliver unparalleled experiences. The
results were impressive and evident from the customer, colleague
and financial perspectives. We look forward to continuing setting
the industry standard for exceptional customer service and believe
automation will play a pivotal role in our efforts.”
Swinton initiated a large-scale transformation project focused
on ensuring that contact center teams are both high-performance and
engaged. They realized the importance of improving, simplifying and
automating processes to the project's success. Adopting a robotic
process automation strategy, Swinton chose NICE for its advanced
attended automation capabilities. The development team then began
working in close collaboration with the frontline staff to identify
needs, gather ideas, promote attended automation workflows and
embed training, resulting in the internal launch of highly
customized workflows and processes.
With NICE-driven Attended Automation in place, contact center
agents have the right information at the right time along with the
customer’s full journey data. This reduced hold and wrap time helps
to shorten calls by over 50 seconds each on average. New business
sales calls were shortened by almost 3 minutes. As a direct result
of deploying NICE, Swinton saw an increase in capacity, with their
contact center now able to handle an extra 7,780 calls per month.
Swinton also experienced increased employee engagement and positive
feedback after implementing the NICE APA-driven program. Customers
also provided positive feedback, in the form of an increase of 11
percent in NPS (from 32 to 43). These improvements were clearly
linked to agents having the right data and next-best-action
guidance at their fingertips, as they were able to focus more on
the quality of their interactions, rather than on procedural issues
and finding basic customer information.
John O'Hara, President of NICE EMEA, said, "Swinton Group
leads the way in ensuring exceptional employee and customer
experiences. By redefining its operational processes and workflows
with Attended Automation Swinton rewired its contact center to
power more effective and efficient customer service while engaging
the agents that provide it. The results are evident not only in
their increased NPS score but also by the positive feedback they're
receiving from the Financial Conduct Authority (FCA) on this
project."
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. O'Hara, 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
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partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. 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
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version on businesswire.com: https://www.businesswire.com/news/home/20201201005580/en/
Corporate Media Contact Christopher Irwin-Dudek, 201 561
4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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