NICE Systems and Silver Lining Solutions today announced a partnership that leverages advanced workforce optimization (WFO) technologies and skills management and agent training to create a joint solution that uses real agent performance data to create, manage, and enhance tailored training plans at scale.
The partnership builds on prior, customer-initiated collaboration activities to improve frontline training and expand employee skill sets with the aim of increasing productivity and profit across contact centers, back offices, and branches. The joint product brings together NICE's WFO solutions with Silver Lining Solutions' Optimizer and Planner products. Optimizer identifies the performance metrics most associated with business impact and Planner automatically schedules and manages training plans for individual employees based on their performance.
"There is a need in the market to focus training on the right topics and to target the right people in order to create a multi-skilled workforce. The combination of NICE's expertise in workforce management and performance management and Silver Lining Solutions' ability to pinpoint and address employee skills and knowledge gaps impacting performance puts us in a unique position to meet this need," said Amanda Westwood, CEO of Silver Lining Solutions, in a statement. "Previous collaboration projects produced valuable improvements in employee productivity, increasing revenue and efficiency in parallel. We look forward to offering this approach to a wider customer base through our partnership."
"We are excited to formalize our partnership with Silver Lining Solutions. We share a vision for how WFO can help companies better engage their employees to increase revenue, decrease cost, and enhance customer experience," said Yochai Rozenblat, president of the Enterprise Group at NICE, in the statement."It's critical that organizations engage and grow front-line and back-office talent. Silver Lining's solutions feature a powerful method for expanding skills by offering the right training at the right time. It's an ideal complement to the coaching workflows and best practices library provided by our WFO solutions.