Metro Bank Engages Employees for Better Customer Service with NICE Workforce Management in the Cloud
NICE WFM will be used to slash scheduling inefficiencies, improve forecasting, and provide schedule
management via smartphone – with an expected increase in service levels by 11%
NICE (Nasdaq:NICE) today announced that Metro Bank, a rapidly growing United Kingdom-based challenger bank, has selected
NICE’s leading Workforce Management (WFM) solution to support its UK operations. In addition to increasing operational
efficiency and agent productivity at the bank’s branches and contact centers, the NICE WFM solution will also help boost employee
motivation with a smartphone application for mobile access to WFM scheduling features.
Metro Bank, currently with 600 contact center seats and 1,000 branch positions to manage, is expected to double in size over the
next two years. The bank’s customers interact with the institution across multiple channels – mobile, internet, and social media –
as well as at brick-and-mortar branches, seven days a week, 365 days a year. NICE Workforce Management, both the enterprise NICE WFM and EVOLVE solutions, will provide Metro Bank with the cloud-based agility necessary to produce precise forecasts
and efficient scheduling in its complex and growing financial services business in the branch while benefiting from the
sophistication of the enterprise NICE WFM.
Metro Bank will use NICE WFM’s unique capability to schedule agents based on their specific skill sets, which will increase
agent productivity through improved occupancy management and average handle times, as well as reduce shrinkage. These efficiencies
will allow the bank to expand its services without adding to its head count or increasing costs.
Greater forecast accuracy and operations streamlining is expected to improve Metro Bank’s service levels by 11 percent, and
reduce abandonment rates in the contact center and at bank branches. In addition to improved customer satisfaction and loyalty,
bank employees will benefit from higher engagement and satisfaction thanks to greater scheduling autonomy, especially through the
unique NICE WFM mobile application.
Carl Jorgensen, Head of Resource Planning, Metro Bank:
“Metro Bank needed a workforce management solution that could digest the complexity of our organization, which means handling our
rapid growth and providing insight for capacity planning in dynamic scenarios. NICE Workforce Management, as the most complete and
configurable solution on the market, is giving us exactly the control we need to generate precise forecasts and clear action for
both our contact centers and bank branches.”
John O’Hara, president, NICE EMEA:
“As part of our commitment to address the challenges unique to the emerging sector that Metro Bank operates in, our cloud-based
Workforce Management solutions ensure they will always stay ahead of the curve, quickly meeting their changing needs. WFM
innovations such as state-of-the-art forecasting capabilities, along with our customer-friendly user interface, help institutions
like Metro Bank reinvent customer service in the financial services industry.”
About NICE
NICE (Nasdaq:NICE) is the worldwide 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, 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.
NICE
Corporate Media Contact
Ilana Hart, +972-9-775-3818
ilana.hart@nice.com
or
Investors
Marty Cohen, +1 551 256 5354
ir@nice.com, ET
or
Yisca Erez +972 9 775 3798
ir@nice.com, CET
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