HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that its Desktop Automation solution has helped deliver significant annual savings via productivity improvements and error reductions to Liq, a leading provider of CRM and BPO solutions operating in Latin America's telecom and financial services domains. Liq has also benefitted from 10 to 15 percent faster agent onboarding, 9 percent reduction of average handling time (AHT) as well as improved agent productivity and accuracy. In honor of the improvements made, NICE recently presented Liq with a 2018 NICE inContact CX Excellence award.
"We are pleased with the results that NICE Desktop Automation has helped us achieve," said João Mendes, CIO of Liq. "Our challenge was to implement new operations and make it immediately efficient by improving attendant productivity, reducing the learning curve and avoiding failures that could happen with the use of four different systems. NICE Desktop Automation allowed us to rapidly automate new processes and resolve issues the first time they came up, thus driving operational efficiency and customer satisfaction.”
The six-week challenge
A large, newly acquired telecom
client tasked Liq with establishing a new home for their outsourced Pay
TV contact center operations comprising 1,400 agents, and wanted to
ensure profitability within six weeks of implementation. In addition,
Liq was called upon to unify data from four Customer Relationship
Management (CRM) applications through a single user interface in this
short timeframe. Liq was looking for an automation solution to address
not just its current objectives but rather the larger challenge of
adapting its contact centers to rapidly evolving technologies and
digitization.
Choosing NICE Desktop Automation and Implementation
NICE
Desktop Automation was selected for its ability to help Liq's
telecom client improve productivity across the enterprise and facilitate
the integration of systems, while also providing a solution that is
fully scalable and agile. With NICE, the company also benefited from
extensive global experience in automating and digitizing the entire
contact center value chain, which helped Liq rethink its overall
business strategy. Once selected, the NICE team worked closely with Liq
and their telecom enterprise customer to assess readiness, determine the
design to be adopted and the configuration path to be followed for each
required improvement that was identified. NICE then led the development
of the solution, performed a trial to customize its fit to the
deliverables needed, transitioned and embedded the NICE Desktop
Automation solution and provided training.
Exceeding Expectations
In addition to the project being
completed within the challenging six-week time frame, NICE Desktop
Automation enabled Liq to exceed all targets, including during the
transition phase. The NICE solution also delivered improvements to Liq
that are expected to extend well into the future, including in parts of
the business that would otherwise not have been examined, such as
building team skills and employee engagement. Liq attributed the two IT
awards it won to the exceptional results delivered by NICE Desktop
Automation.
Yaron Hertz, President of NICE Americas, said, “In an environment of rapid changes, such as in the customer service market, it is critical to offer value-added solutions that can be tailored to customer needs. NICE's collaboration with Liq demonstrates that teamwork and alignment with the customer's internal team brings the best results and enhances the use of the platform. We look forward to continue working with Liq.”
NICE Robotic Process Automation (RPA), to which NICE Desktop Automation is complementary, offers a comprehensive platform driven by cognitive technology and uniquely provides both unattended and employee-assisted (attended) automations. The platform was recently named a "Leader" in Everest Group's RPA Products PEAK Matrix™ 2018. NICE also recently introduced NICE Employee Virtual Attendant or NEVA, the world's first virtual attendant designed with employees in mind. NEVA implements routine and repetitive tasks for the human workforce in a customer service workflow much faster, more accurately and with complete adherence to company policies. The result is higher productivity, improved process accuracy and increased employee engagement as well as customer satisfaction. The innovative, new robotic virtual attendant by NICE is fully customizable and easy to deploy and has the most robust and advanced connectivity capabilities that integrate with any enterprise or third-party application.
About Liq
With more than 40,000 employees and 16 contact
centers that manage more than 1 billion customer interactions every
year, Liq is the leading customer experience company in Brazil. Focused
on innovation, the company brings consumers and brands closer together
by providing complete solutions including for BPO and CRM, as well as
strategies for trade and Live Marketing. Liq focuses on people and
relationships, and takes an all-line approach (covering retail, voice,
chat, e-mail and digital channel) to creating customized, intelligent
and straightforward solutions focused on the final consumer. The company
applies modern technologies and services in order to transform customer
service into a unique experience. Liq also stands out for promoting
diversity and promotes social inclusion as one of its main pillars. For
more information visit: www.liq.com.br
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. Hertz, 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.
