Fusion BPO Selects NICE Workforce Management in the Cloud to Drive Efficiency Gains & Boost Customer as well as Employee Enga...
February 10 2021 - 6:30AM
Business Wire
The AI-powered NICE solution will help Fusion
accurately match workforce needs with consumer demand and provide
employees with scheduling flexibility while improving
productivity
NICE (Nasdaq: NICE) today announced that its Workforce
Management (WFM) solution in the cloud has been selected by Fusion
BPO to improve efficiency and empower increased employee
performance. Fusion BPO, a multichannel and multilingual contact
center services provider, will also leverage NICE’s WFM solution to
generate and allow employees to select schedules suited to their
needs, enhancing employee engagement and driving higher levels of
service to customers. Moving to the cloud with NICE allows Fusion
to optimize uptime and monitoring, support internal innovation via
the latest software versions and adapt to changes in an agile way,
all while lowering total cost of ownership (TCO).
Mr. Pankaj Dhanuka, CEO of Fusion BPO Services, said,
“Onboarding NICE WFM in the cloud into Fusion’s ecosystem is a huge
step towards our future goals. Its AI-driven capabilities will help
us increase productivity, customer retention and reduce the cost
for our clients. In an age where digital solutions are the need of
the hour, this is a step in the right direction.”
NICE WFM’s AI-based smart forecasting capabilities precisely
predict volumes and demand depending on the historical data of the
customer. This enables Fusion BPO to meet their customer’s
workforce needs in terms of quantity and skill set. Using machine
learning, the NICE solution generates schedules that positively
impact attrition and shrinkage while taking into account employee
availability and personal preferences. The solution also allows
employees to suggest scheduling preferences such as break durations
and working hours. With increased forecasting accuracy and
intelligent scheduling, NICE WFM improves efficiency, employee
engagement, quality of service and customer loyalty while reducing
overall costs for Fusion BPO and its customers.
“By choosing to move workforce management to the cloud with
NICE, Fusion BPO is transforming its operations to become agile and
is adapting to rapidly changing market and customer demands while
also accurately meeting employee and business needs,” said
Darren Rushworth, President NICE APAC. “NICE is pleased to
be a part of Fusion’s innovation-driven journey to help meet their
short-term goals and shape long term strategic objectives.”
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.
About Fusion BPO Fusion BPO Services is a global
multilingual, multichannel call center outsourcing solutions
provider with 17 centers in 9 countries. Fusion offers end-to-end
contact center solutions for clients across different industry
verticals, including telecommunication, healthcare, retail and
e-commerce, BFSI, utility, and travel and hospitality. We are
equipped with the latest digital technology and AI-based solutions
to ensure better efficiency to each of our clients.
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. Rushworth, 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
computing platform providers, hosting facilities and service
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
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 undertakes no obligation to update or revise them, except
as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210210005447/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
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
NICE (NASDAQ:NICE)
Historical Stock Chart
From Aug 2024 to Sep 2024
NICE (NASDAQ:NICE)
Historical Stock Chart
From Sep 2023 to Sep 2024