• May 7, 2015

NICE Expands Its WFM, Analytics, and Recording Solutions

NICE Systems today launched Employee Engagement Manager, a new workforce management capability that allows employees and managers to control scheduling in real time based on actual demand.

The solution, which leverages WorkFlex Solutions' Intelligent Intraday Automation technology, is available via mobile app. Managers can optimize team performance through a mobile-optimized dashboard that provides real-time access to key performance indicators and schedule change visibility and control.

The Manager Suite includes the following:

  • Business rules management;
  • Alert management;
  • Real-time monitoring;
  • Dashboards; and
  • Reports.

Employees can change their schedules anywhere, anytime using A mobile app to respond to a call to action or to keep their schedules up to date. The Employee Suite includes the following:

  • Preferences;
  • Schedule modifications;
  • At-home employee segment self-assignment;
  • Shift trade;
  • Absence requests; and
  • Time swap.

"This solution gives NICE WFM users access to what we believe are unprecedented scheduling agility capabilities. This will help our clients achieve the highest levels of performance, operational efficiency, and employee satisfaction, further positioning them to deliver a perfect customer experience," said Miki Migdal, president of the NICE Enterprise Product Group, in a statement. We also believe that the integration of mobile technology into our WFM offering will extend our leadership in the workforce optimization market."

The NICE Workforce Optimization suite leverages integrated capabilities for workforce management, performance management, quality management, interaction analytics, real-time guidance and automation, and voice of the customer feedback.

NICE also today announced that it is enabling its Real-Time offering in the cloud, with NICE Real-Time Activity Monitoring (RTAM) being the first solution to migrate to this platform. The cloud-based solution will support improved scalability and performance across contact center and back-office operations and will enable organizations to streamline IT processes.

The latest version of RTAM also supports data input from a much larger number of agent desktops. The new infrastructure will help large-scale operations boost customer service.

NICE RTAM helps identify time-saving opportunities by uncovering process bottlenecks and inefficiencies in agent desktop activities. With these insights, certain processes can be automated to reduce handle time and eliminate mistakes, and managers can also identify top performing employees and replicate their actions as team best practices.

The new release of NICE RTAM is part of a broad set of enhanced capabilities for NICE's real-time suite of solutions, which includes the following:

  • Enhanced security and user authentication across the platform;
  • Improved monitoring and alarming for NICE Robotic Automation;
  • Better connectivity using a new Chrome connector for the latest API; and
  • Out-of-the-box callout templates.

Migdal expects the cloud-based RTAM offering to meet the growing market demand for cloud and hosted technologies. NICE, he said in a statement, "is committed to delivering best-in-class solutions and services, while giving our customers a range of deployment options that improve flexibility, scalability, and cost-effectiveness. With the current set of enhancements to our real-time suite of solutions, organizations will be in a better position to create the perfect experience for their customers by optimizing all of the processes that take place in the 'background' of every interaction and ensuring that employees are engaged and ready for every interaction."

NICE and Vidyo also today announced the integration of the NICE Engage Platform, a recording and analytics solution that supports real-time engagement, with the VidyoWorks platform, a video collaboration solution.

By implementing the integrated solutions, organizations can add a video channel to their customer engagement environment while still enjoying the full benefit of NICE's advanced recording capabilities. This enables them to enhance regulatory compliance and significantly improve the quality of service provided to their customers. This type of solution is well-suited to financial institutions as well as industries like healthcare, retail, e-commerce, and insurance.

Using the combined NICE-Vidyo offerings, organizations can do the following:

  • Leverage their existing audio recording infrastructure when implementing the video channel;
  • Integrate video recording into their existing workflows and business procedures; and
  • Enjoy scalable, affordable, high-quality video communications over any wired or wireless network.

"Organizations worldwide are seeking ways to enhance customer care in order to boost satisfaction and loyalty. In today's service environment, this means that organizations must be prepared to connect with their customers over all communication channels, including video," Migdal said in a statement. "NICE is committed to meeting our customers' needs by partnering with leading software platform providers, like Vidyo, to deliver the most innovative, multichannel recording solutions on the market."

"NICE is a leading provider of recording and analytics solutions in the financial services market, and this integration presents a great opportunity for Vidyo to introduce our video communications platform to NICE's existing customers," Eran Westman, CEO of Vidyo, said in a statement.  "The collaboration between Vidyo and NICE will provide financial organizations with the technology they need to seamlessly add video to their customer engagement strategy."


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