NICE has announced that its Workforce Management (WFM) solution in the cloud has been selected by Fusion BPO to improve efficiency and empower increased employee performance.
Fusion BPO, a multichannel and multilingual contact center services provider, will also leverage NICE’s WFM solution to generate and allow employees to select schedules suited to their needs, enhancing employee engagement and driving higher levels of service to customers.
Moving to the cloud with NICE allows Fusion to optimize uptime and monitoring, support internal innovation via the latest software versions and adapt to changes in an agile way, all while lowering total cost of ownership (TCO), a statement by the company said.
Mr. Pankaj Dhanuka, CEO of Fusion BPO Services, said, “Onboarding NICE WFM in the cloud into Fusion’s ecosystem is a huge step towards our future goals. Its AI-driven capabilities will help us increase productivity, customer retention and reduce the cost for our clients. In an age where digital solutions are the need of the hour, this is a step in the right direction.”
“By choosing to move workforce management to the cloud with NICE, Fusion BPO is transforming its operations to become agile and is adapting to rapidly changing market and customer demands while also accurately meeting employee and business needs,” said Darren Rushworth, President NICE APAC. “NICE is pleased to be a part of Fusion’s innovation-driven journey to help meet their short-term goals and shape long term strategic objectives.”
NICE is a provider of both cloud and on-premises enterprise software solutions that empower organizations to make 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.
Arya has been a part of the Content & Research Team at Hrnxt.com. She is a keen observer of economic developments, emerging businesses, people in business and keeps a tab on latest happenings in the business environment.