Mobility technology company 99, which is part of the global company DiDi, chose Nice Workforce Management (WFM) and Employee Engagement Manager (EEM) solutions to support the service operations of its Cloud-based technologies.
With Nice, 99 is prepared to predict, schedule and manage contact center operations, improve operational efficiency and prepare agents to resolve customer needs in the first interaction. For this project, NiceE Value Realization Services partnered with Betta, responsible for one of the largest WFM customer bases in the world. Together, the companies carried out the integration and provided consulting, training and support services in several countries.
Nice is pleased to serve one of the most dynamic and innovative app-based mobility companies of the digital era
99 required a workforce management solution that met its core business, functional and technical requirements while being scalable to support growth. Nice WFM combines innovation and flexibility to meet most scheduling requirements that are cost-effective and accurate to maintain optimal service levels. With accurate forecasts, appropriately qualified teams will be available at the right times, which leads to greater customer satisfaction.
Using Nice EEM allows agents’ needs to be met in real time and allows customer support teams to work efficiently with schedules that can contribute to team engagement and job satisfaction. Plus, with intelligent intraday automation, a proactive approach makes adjustments as needed and eliminates problems before they occur.
“Nice was an important choice based on several factors. We were looking for the best Cloud WFM solution that would allow our global operations to provide the best Customer Experience with operational efficiency and team engagement through a solid and experienced organization that can deliver anywhere in the world. An AI-based approach and the speed and flexibility of the Cloud drove our decision”, says Caio Poli, international executive director of Customer Experience at 99.
“Nice is pleased to serve one of the most dynamic and innovative app-based mobility companies of the digital era. We believe that selecting the most appropriate Nice AI-based machine learning and forecasting programming for contact centers and agents will help energize 99’s future success,” explains Yaron Hertz, President of Nice Americas.
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