Total Administrative Services Corporation Leverages NICE Cloud Portfolio to Improve Customer Experience and
Expand Employee Engagement
NICE Nexidia, Quality Central, and Workforce Management combine to create centralized system in the
cloud
NICE (Nasdaq: NICE) today announced Total Administrative Services Corporation (TASC), one of the largest third-party
employee healthcare administrators in the United States, has selected NICE Nexidia Analytics, Quality Central (QC), and Workforce
Management (WFM) to create a single, centralized system in the cloud to improve customer experience and expand employee
engagement.
“By leveraging NICE’s wide portfolio of solutions, TASC is empowering their customers and agents through our cutting-edge
technology,” Barry Cooper, President of the Enterprise Group for NICE said. “With a focus on innovation, NICE allows
companies to solve problems seamlessly, effortlessly and securely. NICE strives to work with our customers to personalize their
experience in order to align with their goals. TASC has seen a multitude of benefits from QC, WFM, and Nexidia Analytics, including
a reduction of time and cost as well as greater employee satisfaction and independence, all ultimately resulting in more satisfied
customers.”
“Our leadership group understood that all three NICE solutions directly supported several of our strategic objectives including
operational efficiency, customer experience and growth,” Gary Hartung, Manager of Operations Support Technology, TASC said.
“By going with the cloud-based solutions, TASC's internal IT and business staff were able to focus on a multi-year strategic
project to develop and deploy TASC's new customer facing and internal administration application called Universal Benefit Account
applications that further supports our strategic objectives. We look forward to continuing to leverage NICE’s innovative solutions
to further elevate customer service and expand on TASC’s strategic objectives.”
Through the use of
NICE Nexidia, TASC has been able to engage their employees by eliminating tedious manual tasks such as post-call wrap up forms
and other details that Nexidia Analytics identifies automatically. This has led to a more efficient use of time and resources while
eliminating human error from the process. TASC is using the solution’s call sentiment scoring, audio files, and detailed metadata
to save on expenses and to increase customer retention by combating attrition more precisely and effectively. TASC customers are
benefitting from Nexidia Analytics through reduced average handle times due to analysis and automation capabilities provided to
agents.
Adding
NICE QC has helped TASC gain a clear line of sight into agent performance. Quality assurance processes are streamlined,
improving evaluation timeliness and scoring. This capability has helped identify best practices in handling specific call types and
leveraged the information for coaching to help encourage better performances. The Quality Center Portal has been a useful tool for
agents, allowing easy access to their own call recordings and evaluations to further their knowledge and growth.
NICE WFM is streamlining scheduling, schedule changes, and time-off management for agents and supervisors. This improves an
agent’s happiness by rapidly increasing turnaround time all while simplifying supervisors lives through auto approval and easier
access to agent requests. The process of moving from a manual system to an automated one has increased occupancy and shrinkage
calculations, which in turn has increased forecasting and reporting accuracy.
Additionally, on April 16 and 17 at
Interactions 2019, TASC’s Operations Support Technology team will present on “How WFM Cloud Supported TASC Strategic
Objectives” and “Quality Program Transformation: Analytics Driven Automation.” Additionally, they will also participate on a panel
called “Analytics for Process Improvement.”
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.
Corporate Media Contact
Christopher Irwin-Dudek, 201-561-4442, chris.irwin-dudek@nice.com
Investors
Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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