Insurance benefits administrative company turns annual $900K extra
cost into significant savings and improves contact center oversight with
NICE WFM
NICE Systems (NASDAQ: NICE) announced that Long Term Care
Partners (LTCP) has achieved substantial cost savings and improved its
operational practices with NICE cloud-based Workforce
Management (WFM).
LTCP performs a range of administrative services for two major federal
benefit contracts regulated by the U.S. Office of Personnel Management.
With eight contact centers nationwide, LTCP had been incurring hundreds
of thousands of dollars in additional costs during open benefit
enrollment periods, when their agent pool typically grows seven-fold.
By implementing NICE WFM in the cloud, LTCP not only averted this huge
outlay but also reduced its workforce costs by approximately $900,000
during the 2015 seasonal period compared to the previous year. These
savings included paying for all implementation costs and resources,
including year one licenses.
WFM deployment in the cloud was a priority for LTCP, so that it would
have the flexibility to work with its widely varied staffing model and
connect with its NICE cloud-based Cross-Channel Interaction Recording
solution. With NICE WFM the company is now able to optimize agent
schedules at the interval level to ensure service level objectives are
met while maximizing agent utilization for offline tasks and research
work. Electronic delivery of schedules has made LTCP's workforce more
agile and flexible.
LTCP has seen an increase in adherence rates of six percentage points by
using NICE Real-Time Agent Adherence to monitor how closely its call
centers are executing the plan.
Detailed, real-time insights provided by NICE WFM has also enabled LTCP
to diversify its call center vendors. Previously, for simplicity's sake,
LTCP relied on a single vendor with multiple sites. Now that the company
can confidently manage a complex workforce with in-house insights, it
has engaged a second provider.
Lisa Landry, senior WFM analyst, LTC Partners
“We weighed viability, vision, integration, features and functionality,
and NICE WFM was the right solution for us. Because NICE helped us
improve our operational practices, these savings are not just a one-year
benefit. They will continue forward.”
Tom Dziersk, President, NICE Americas:
“We are pleased that LTC Partners is leveraging the advanced
capabilities and flexibility of our WFM solution in the cloud to enhance
customer service by markedly improving the performance and control of
their contact centers, while at the same time significantly cutting
costs.”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and unstructured
data. NICE solutions help the world’s largest organizations deliver
better customer service, ensure compliance, combat fraud, and safeguard
citizens. Over 25,000 organizations in more than 150 countries,
including over 80 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 Systems. All other marks are trademarks of
their respective owners. For a full list of NICE Systems' marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements Pertaining to NICE Systems
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. Dziersk, 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.
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