Sky will use a joint NICE-Silver Lining workforce optimization solution to
more effectively manage its multi-site, multi-skill, contact center
environment
RAANANA, ISRAEL, July 24, 2013, NICE Systems (NASDAQ: NICE) today announced
that it has been selected by Sky (BSkyB) to further enhance customer
experience and improve operational efficiency. Sky will utilize a joint
NICE-Silver Lining workforce optimization (WFO) solution to more effectively
manage its multi-skilled workforce in order to provide outstanding customer
service, drive optimal business results, and reduce costs.
Sky is making significant investments in workforce optimization
technologies to further improve our great customer service and which will
deliver a compelling return on investment, said Andy Webster; Head of
Contact Design and Service Delivery at Sky. We are confident that the
combined offering from NICE and Silver Lining Solutions will help us extend
our leadership in customer service.
Sky is among the leading UK home entertainment and communications companies
and runs one of the largest contact center operations in the UK. The
offering will provide the most complete visibility into actual agent
activity and skill gaps for over 7,500 customer-facing employees. Using this
performance data, the company can create, manage, and enhance tailored
training plans at scale. It can also ensure that agents are able to quickly
and easily access information needed during real-time customer interactions.
The solution comprises the following innovative technologies:
NICE IEX Workforce Management helps to forecast staffing needs, schedule
agents, and effectively manage daily changes in Skys complex multi-site,
multi-skilled call center environment;
NICE Real-Time Activity Monitoring provides visibility into employee
desktop activities, identifying process inefficiencies as well as best
practices for improving productivity.
Silver Lining Solutions Optimizer highlights skill gaps at an individual
level, allowing Sky to create personalized training plans for each employee;
Silver Lining Solutions Planner enables the automatic scheduling and
management of these training plans for individual employees based on
performance.
We are pleased to play an important role in helping Sky achieve its
business goals, said Benny Einhorn, President EMEA and Chief Marketing
Officer at NICE. While Sky has a rich and diverse product set, we were able
to offer them a unified WFM and skills management strategic solution. The
adoption of our solution by a major UK communications company strongly
supports the value of our offering in providing scalable, multi-channel
workforce optimization capabilities.
About BSkyB
Sky operates the most comprehensive multi-channel, multi-platform television
service in the UK and Ireland. Over 10.3 million households across the UK
and Ireland enjoy an unprecedented choice of movies, news, entertainment,
arts and sports channels. www.sky.com
About Silver Lining Solutions
Silver Lining Solutions is a leader in performance optimization. Leading
companies around the world use Silver Linings unique solutions to transform
the customer experience and achieve step change improvements in sales
performance, customer experience and operational efficiencies. Operating
since 2001, the company is headquartered in Birmingham, UK, with offices in
Asia Pacific and the United States. In 2009, Silver Lining Solutions
received the prestigious award for ‘Best Product’ at the Call Centre &
Customer Management Expo. www.silverliningsolutions.co.uk
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software
solutions that enable organizations to take the next best action in order to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. NICEs solutions empower
organizations to capture, analyze, and apply, in real time, insights from
both structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social media,
video, and transactions. NICE solutions are used by over 25,000
organizations in more than 150 countries, including over 80 of the Fortune
100 companies. 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 Einhorn, 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 Companys 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 Companys 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.
