NICE Unveils Enhanced Strategic Planner, Unleashing the Power of AI Based Long-Term Planning

Cloud-based solution creates a new paradigm in Workforce Management
and employee engagement, allowing contact centers to make smarter
decisions that inspire long term success

HOBOKEN, N.J.–(BUSINESS WIRE)–NICE (Nasdaq: NICE) today introduced NICE
Enhanced Strategic Planner
(ESP), a cutting-edge offering designed
to empower contact centers in making intelligent, accurate long-term
workforce planning decisions that drive success. Powered by Artificial
Intelligence (AI) and based in the cloud, NICE ESP is easy to use and
delivers the comprehensive insights and tools contact centers need to
precisely plan and predict capacity needs based on their organization’s
unique requirements. This advanced solution is an integral part of
NICE’s Workforce Management version 7.2 that includes enhancements
enabling next generation planning, support for tens of thousands of
rules and expanded cloud capabilities.

With the growing number of channels and agent skillsets that must be
agile in today’s contact center, the impact of same day decisions on
long-term performance has never been higher. Yet historically, strategic
planning has been handled with complicated, manual spreadsheets. Thus,
the full return on investment (ROI) that could be achieved with
forward-looking planning has not been realized, even though the payoff
from these investments is substantial. Research
indicates
companies that focus on the long-term outperformed their
industry peers in most financial measures, with average revenue being 47
percent higher and earnings growth being 36 percent higher.

NICE Enhanced Strategic Planner (ESP) helps contact centers capitalize
on the full potential of long-term strategic planning by intelligently
predicting how anticipated or potential staffing scenarios will impact
the ability to meet performance goals. This results in accuracy
improvements of 6-10% on average over traditional means of forecasting
long term requirements. The AI-driven solution considers a range of
variables pertaining to their organization such as staff and channel
needs as well as business parameters to make precise, customized
predictions. Based in the cloud, the new solution remains current
through continuous feature delivery to ensure contact centers have
constant access to the latest features without costly and time-consuming
delays.

Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan,
said, “Although the benefits of long term planning have become clear,
many contact centers still use manual methods and are disappointed with
the results. Contact center are in dire need of an innovative planning
solution that’s easy to work with and can help them accurately foresee
and plan workforce requirements and improve business results.”

NICE ESP allows contact centers to control costs, develop better hiring
plans and improve customer service with these advanced features:

  • Dozens of advanced statistical models: Using AI to generate forecasts
    that adapt to historical data, NICE ESP enables accurate predictions
    that help solve future challenges.
  • “What-if” planning: NICE ESP empowers contact center managers to react
    faster to business changes and make the case for their specific hiring
    needs by predicting the potential impact of scenarios on the contact
    center’s unique workforce and performance metrics, such as a business
    acquisition or staffing changes.
  • Multiple metric resolution: This solution enables solving for multiple
    metrics besides just full-time equivalents such as detailed shrinkage,
    service goals and average handle time.
  • Tight integration with NICE Workforce Management: By integrating with
    NICE WFM, contact centers can convert a long term forecast to the
    current forecast with a single click, without having to reenter
    information using manual processes.
  • Available anywhere: With cloud deployment, secure cloud connectivity
    and maintenance and management by NICE, this solution ensures contact
    center data is safely accessible anywhere on most devices and is
    always updated.

In addition to Enhanced Strategic Planner, NICE Workforce Management
version 7.2 brings powerful enhancements that enable next generation
planning, expanded cloud capability, usability and performance
improvements, and enrichments to reduce pain points for customers
concerning adjacent product and ACD integrations. This version also
supports the Amazon Connect platform with both historical and real time
integration.

Barry Cooper, President, NICE Enterprise Group, said, “With
Enhanced Strategic Planner, NICE have brought yet another innovative
offering to market that sets contact centers up to win and reiterates
our leadership in this domain. This powerful, easy to use solution helps
contact centers to accurately predict future resource needs by
identifying the impact of a resource plan on key metrics such as service
levels, staffing levels and handle time. As a result, contact centers
can achieve metrics more reliably, benefiting from the most optimal
future resource plan. A true cloud solution, NICE ESP is accessible
anywhere and is always updated with the latest features. We’re proud to
continue making our innovative vision for WFM a reality via NICE ESP and
WFM version 7.2.”

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.

Contacts

Corporate Media
Christopher Irwin-Dudek, 201-561-4442, [email protected]

Investors
Marty Cohen, +1 551 256 5354, [email protected],
ET

Yisca Erez +972 9 775 3798, [email protected],
CET

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