NICE Launches WEM@home, Helping Organizations Maintain Service Levels and Agent Engagement While Working From Home
March 30 2020 - 11:11AM
Business Wire
Supervisors faced with the new challenge of
managing hundreds or thousands of employees, who are now each
working remotely, are equipped to maintain team engagement and KPIs
in less than 48 hours
NICE (Nasdaq: NICE) today announced WEM@home, a new
offering that provides advanced remote management capabilities to
maintain productivity and service levels to organizations globally.
With businesses shifting to a work-from-home environment, they now
require tools to manage their remote workforces and drive the right
behaviors, all while ensuring that customer satisfaction is
maintained. Businesses are experiencing unprecedented spikes in
interaction volumes and are reporting a growing need to respond
across digital channels. WEM@home helps supervisors gain control
and focus employees on shifting customer priorities. Offered
without full commitment or contract to both new and existing
customers, WEM@home cuts through the red tape in this time of
uncertainty to help contact centers respond to and support
increased traffic. Organizations can have WEM@home up and running
in less than 48 hours. Click here to learn more.
WEM@home solution includes:
- Visibility package: capture data and generate insights
about employee behavior on the desktop. A deep reservoir of rich
and meaningful data, the desktop has the potential to generate
insights and measures around employee productivity scores,
knowledge gaps and identify inefficient processes for both front
and back-office employees.
- Performance package: monitor both employee and customer
behavior using advanced analytics and AI to provide sentiment
analysis and insights. This enables a better understanding of
ongoing employee state of mind and identification of changes in
employee behavior as they interact with customers.
- Engagement package: provide employees a structured way
to offer inputs about their work and set up as well as potential
obstacles that are preventing them from completing their tasks
successfully using out of the box surveys. The Engagement package
comes with a custom WEM@home employee engagement report as well as
an industry benchmark report.
“With the race to establish remote worker environments at its
peak, organizations are quickly realizing the need for remote
supervisor capabilities,” said Barry Cooper, President NICE
Enterprise Group. Supervisors who once walked the contact
center floor, keeping a pulse on the center’s needs, can now do so
remotely with WEM@home. Supervisors can quickly regain control
during today’s unprecedented times of change to better understand
employees and respond to evolving customer requirements.”
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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version on businesswire.com: https://www.businesswire.com/news/home/20200330005502/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354,
ir@nice.com, ET Yisca Erez +972 9 775 3798, ir@nice.com, CET
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