Skipton Building Society Takes Workforce Management and Employee Engagement to the Cloud with NICE
February 24 2021 - 6:30AM
Business Wire
NICE’s innovative solutions ensure intelligent
automation of intraday self-scheduling and accurate AI-driven
forecasting, increasing employee satisfaction and optimizing ROI
for Skipton
NICE (Nasdaq: NICE) announced today that Skipton Building
Society has selected its cloud-based Workforce Management (WFM) and
Employee Engagement Manager (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 building society chose
NICE to provide its workforce with flexible scheduling capabilities
and thereby improve employee satisfaction while boosting
efficiencies through AI-driven forecasting and ensuring rapid
ROI.
The combined solution of NICE WFM and EEM in the cloud was seen
by Skipton Building Society as complementing its long-term business
strategy as well as its policy of employee centricity at the
forefront. Skipton also saw the immense benefit of migrating to the
cloud. This includes lifting the burden of local maintenance and
upgrades, as well as increased flexibility for integration with
other in-house and third-party systems, in addition to cost
savings. As a result, Skipton is able to always have the most
current version of the NICE solution and quickly deploy its latest
features across the contact center.
In addition to achieving operational efficiencies and cost
savings, NICE WFM and EEM were adopted in order 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, which increases engagement
and improves overall adherence. While providing agents greater
control over their schedules, EEM only allows shift changes that
NICE’s AI-driven WFM identifies as beneficial to staffing and
occupancy levels. NICE EEM also utilizes Intelligent Intraday
Automation® technology to identify projected staffing variances and
resolve them in advance in a manner that eliminates or
significantly reduces manual and semi-manual WFM schedule change
processing and communication.
Benedicte Frew, Head of Distribution and Planning for Skipton
Building Society, said, “When we decided to upgrade our
WFM, it was natural for us to look to NICE to expand the existing
positive relationship we had developed. In addition, we recognized
that NICE is the leading vendor in the WFM market, with rich
expertise in implementing its cloud-based solutions for a wide
variety of enterprises which inspired our confidence. Coupled with
NICE EEM’s innovative scheduling capabilities, it was an easy
decision for us to choose NICE. Now, with the most advanced
solution available for managing our workforce, we enjoy 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 fruitful
relationship. The process was easy and transparent, bringing
flexibility, savings and smarter decision-making to the building
society’s workforce management with embedded AI and cloud-based
technology. We are very pleased that Skipton Building Society has
joined thousands of leading contact centers around the world in
using the NICE suite of intelligent solutions to help optimize its
operations and revolutionize employee engagement.”
Skipton Building Society is a large mutual lending and savings
organization in the United Kingdom, with 100 branches and over one
million members. It chose to upgrade an on-premises NICE WFM
solution to a cloud edition, which it rolled out 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.
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
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20210224005486/en/
Corporate Media 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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