Page All:
Page 1
NICE Launches the Industry's First Mobile Workforce Optimization Suite
NICE's WFO suite offers managers and employees new mobile capabilities which drives higher engagement in today's work environment
RA'ANANA, Israel, October 11, 2012 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the industry's first mobile workforce
optimization [http://www.nice.com/mobile-workforce-optimization ] suite, which enables
customer service managers and employees access to operational and personal data at any
time, from anywhere, using their mobile phone or tablet. This set of applications falls in
line with NICE's vision for the engaged enterprise, helping to facilitate an atmosphere
and business operation where employees interact in a more social and engaging manner for
enhanced customer service and a better work environment.
(Photo:
http://photos.prnewswire.com/prnh/20121011/567732-a )
(Photo:
http://photos.prnewswire.com/prnh/20121011/567732-b )
The comprehensive mobile WFO suite enables managers to oversee and maintain control of
operational metrics and activities in real time, regardless of their physical location.
Using their mobile device, they can accomplish multiple tasks, including monitoring
employee performance across KPIs (key performance indicators) and providing coaching where
necessary to drive improvements. They can also perform scheduling changes, respond to
time-off requests and approve or contest commissions and rewards. These mobile
capabilities allow faster responses to employee, customer, and market demands, saving
valuable management time and increasing employee satisfaction.
The NICE mobile WFO suite also gives employees control over their scheduling requests
and access to their development plans, performance statistics and variable pay. This
improves employee satisfaction and productivity by empowering them to take more ownership
of their performance overall.
The latest innovation in NICE's mobile WFO capabilities is NICE Manager On-the-Go.
With this tablet application, contact center managers can involve themselves in all
ongoing interactions in real time, including monitoring service calls, viewing the status
of their agents, understanding what is being discussed, observing customer sentiment, and
identifying interactions that warrant their intervention. Managers can also intervene
through conferencing or chat in order to help employees satisfy customers and shape
interactions as they happen. All of this can be done while away from their workstation,
allowing managers to be mobile within the contact center and to engage with agents as
needed in order to resolve issues.
For example, an inexperienced agent is in the midst of a billing dispute with a VIP
customer. As soon as the customer raises his voice, the system sends an alert to the front
line manager, who's away from her desk. Taking all of the parameters into consideration,
the manager then decides to listen in on the conversation, guides the agents via chat, and
can even conference into the call if needed.
"It's critical to enable customer service managers and employees the flexibility to
use our solutions regardless of their location," said Yochai Rozenblat, President of the
NICE Enterprise Group. "For the first time, managers can basically hold contact center
operations in their hands and can take the immediate steps necessary to shape their
operations in real time to assure customer satisfaction. In today's empowered work
environment, all enterprise applications should provide these capabilities."
To read more about NICE's vision for the engaged enterprise and the significance of
mobile devices, go to:
http://www.nice.com/sites/default/files/the_engaged_enterprise_-_empowering_employees_through_mobile_devices.pdf
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver
strategic insights by capturing and analyzing mass quantities of structured and
unstructured data in real time from multiple sources, including phone calls, mobile apps,
emails, chat, social media, and video. NICE's solutions enable organizations to take the
Next-Best-Action to improve customer experience and business results, ensure compliance,
fight financial crime, and safeguard people and assets. NICE solutions are used by over
25,000 organizations in more than 150 countries, including over 80 of the Fortune 100
companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE
Systems. All other marks are trademarks of their respective owners. For a full list of
NICE Systems' marks, please see: http://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 Messer Rozenblat, are based on the current expectations of the
management of NICE-Systems Ltd. (the Company) only, and 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) and the resulting uncertainties; 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; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. 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.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798, ir@nice.com, CET
Photo:
http://photos.prnewswire.com/prnh/20121011/567732-a
http://photos.prnewswire.com/prnh/20121011/567732-b
Photo:http://photos.prnewswire.com/prnh/20121011/567732-a
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20121011/567732-b
http://photoarchive.ap.org/
NICE Systems Ltd.
NICE Launches the Industry's First Mobile Workforce Optimization Suite
NICE's WFO suite offers managers and employees new mobile capabilities which drives higher engagement in today's work environment
RA'ANANA, Israel, October 11, 2012 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the industry's first mobile workforce
optimization [http://www.nice.com/mobile-workforce-optimization ] suite, which enables
customer service managers and employees access to operational and personal data at any
time, from anywhere, using their mobile phone or tablet. This set of applications falls in
line with NICE's vision for the engaged enterprise, helping to facilitate an atmosphere
and business operation where employees interact in a more social and engaging manner for
enhanced customer service and a better work environment.
(Photo:
http://photos.prnewswire.com/prnh/20121011/567732-a )
(Photo:
http://photos.prnewswire.com/prnh/20121011/567732-b )
The comprehensive mobile WFO suite enables managers to oversee and maintain control of
operational metrics and activities in real time, regardless of their physical location.
Using their mobile device, they can accomplish multiple tasks, including monitoring
employee performance across KPIs (key performance indicators) and providing coaching where
necessary to drive improvements. They can also perform scheduling changes, respond to
time-off requests and approve or contest commissions and rewards. These mobile
capabilities allow faster responses to employee, customer, and market demands, saving
valuable management time and increasing employee satisfaction.
The NICE mobile WFO suite also gives employees control over their scheduling requests
and access to their development plans, performance statistics and variable pay. This
improves employee satisfaction and productivity by empowering them to take more ownership
of their performance overall.
The latest innovation in NICE's mobile WFO capabilities is NICE Manager On-the-Go.
With this tablet application, contact center managers can involve themselves in all
ongoing interactions in real time, including monitoring service calls, viewing the status
of their agents, understanding what is being discussed, observing customer sentiment, and
identifying interactions that warrant their intervention. Managers can also intervene
through conferencing or chat in order to help employees satisfy customers and shape
interactions as they happen. All of this can be done while away from their workstation,
allowing managers to be mobile within the contact center and to engage with agents as
needed in order to resolve issues.
For example, an inexperienced agent is in the midst of a billing dispute with a VIP
customer. As soon as the customer raises his voice, the system sends an alert to the front
line manager, who's away from her desk. Taking all of the parameters into consideration,
the manager then decides to listen in on the conversation, guides the agents via chat, and
can even conference into the call if needed.
"It's critical to enable customer service managers and employees the flexibility to
use our solutions regardless of their location," said Yochai Rozenblat, President of the
NICE Enterprise Group. "For the first time, managers can basically hold contact center
operations in their hands and can take the immediate steps necessary to shape their
operations in real time to assure customer satisfaction. In today's empowered work
environment, all enterprise applications should provide these capabilities."
To read more about NICE's vision for the engaged enterprise and the significance of
mobile devices, go to:
http://www.nice.com/sites/default/files/the_engaged_enterprise_-_empowering_employees_through_mobile_devices.pdf
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver
strategic insights by capturing and analyzing mass quantities of structured and
unstructured data in real time from multiple sources, including phone calls, mobile apps,
emails, chat, social media, and video. NICE's solutions enable organizations to take the
Next-Best-Action to improve customer experience and business results, ensure compliance,
fight financial crime, and safeguard people and assets. NICE solutions are used by over
25,000 organizations in more than 150 countries, including over 80 of the Fortune 100
companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE
Systems. All other marks are trademarks of their respective owners. For a full list of
NICE Systems' marks, please see: http://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 Messer Rozenblat, are based on the current expectations of the
management of NICE-Systems Ltd. (the Company) only, and 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) and the resulting uncertainties; 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; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. 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.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798, ir@nice.com, CET
Photo:
http://photos.prnewswire.com/prnh/20121011/567732-a
http://photos.prnewswire.com/prnh/20121011/567732-b
Photo:http://photos.prnewswire.com/prnh/20121011/567732-a
http://photoarchive.ap.org/
Photo:http://photos.prnewswire.com/prnh/20121011/567732-b
http://photoarchive.ap.org/
NICE Systems Ltd.