Mumbai-based business process management company Firstsource Solutions will transition its workforce management operations from on-premise to Ra’anana, Israel-based workforce management (WFM) solutions provider NICE’s cloud.
Firstsource’s move to NICE’s WFM cloud will help the company with real-time performance tracking capabilities, including adherence to higher service levels and regulations across the sectors served by Firstsource, NICE said.
“With its sophisticated machine learning capabilities, NICE WFM will help us rapidly on-board clients, expand our services, and ensure alignment across our omni-channel front end and intelligent back-office operations,” said Saurabh Sharma, Head, Workforce Management, Firstsource.
Firstsource has a clientele of about 150 global businesses, across banking and financial services, healthcare, communications, media and technology and diversified industries. Its workforce of 28,000 is distributed across United States, the United Kingdom, India and Philippines.
The company said the shift to NICE’s cloud environment is a long-term workforce management strategy, backed by seasonal license flexibility and regular technology updates.
The NICE cloud will additionally help with AI-based assessments for two types of models, transaction-per-minute or outcome-based pricing, and will use intelligent scheduling for payment scheduling.
“The result is an impact on contact centre efficiency and effectiveness that can be measured in improved agent productivity and performance, reduced operating costs, increased customer retention, and higher revenue,” said Barry Cooper, president, Workforce and Customer Experience, NICE.
NICE provides its AI-based contact centre software to over 25,000 organisations to more than 150 countries globally.