NICE Workforce Management Transforms Operations for Alteram Solutions
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Tuesday, March 7, 2023
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NICE (Nasdaq: NICE) today announced that Alteram Solutions , a BPO information and communication technology services provider in South Africa, has found great success utilizing NICE’s Workforce Management solutions with expert guidance to improve agent capacity, forecasting, and scheduling.
Key Points:
- NICE (Nasdaq: NICE) today announced that Alteram Solutions , a BPO information and communication technology services provider in South Africa, has found great success utilizing NICE’s Workforce Management solutions with expert guidance to improve agent capacity, forecasting, and scheduling.
- By having the capability to better prepare agents and with accurate staffing, Alteram was able to greatly improve operations and prepare for future growth.
- Alteram previously relied on a heavily manual process for agent scheduling and call volume forecasting that was time-consuming, imprecise, and not scalable.
- Musa Motautona, Head of Workforce Management, Alteram, said, “When we started this project, I believed we didn’t have time for change management, ‘soft and fluffy,’ I called it.