NICE Systems has made three announcements today.
The company said Employee Engagement Manager, a new Workforce Management (WFM) capability, allows both employees and managers to control scheduling in real-time based on actual demand.
Leveraging WorkFlex’s technology, the solution is available via mobile app, allowing managers visibility and giving employees access to their schedules even when away from the office.
Managers can optimize team performance through a mobile-tablet optimized dashboard that provides real-time access to KPIs and schedule change visibility and control.
Employees can instantly change their schedules anywhere, anytime using an intelligent mobile app to respond to a call to action, or to proactively participate in keeping their schedules up-to-date with changes.
Miki Migdal, president, NICE Enterprise Product Group, said: “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.”
NICE Systems said NICE Real-Time Activity Monitoring (RTAM), a cloud-based solution, will support improved scalability and performance across contact center and back office operations. 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 uncovers process bottlenecks and inefficiencies in agent desktop activities. 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 cloud-based RTAM offering will meet the market demand for SaaS and hosted technologies.
Meanwhile, NICE Systems and Vidyo announced the integration of the NICE Engage Platform, a recording and analytics solution, with the VidyoWorks platform, a video collaboration solution to enhance regulatory compliance and improve the quality of service.
Eran Westman, chief executive officer at Vidyo, said: “The collaboration between Vidyo and NICE will provide financial organizations with the technology they need to seamlessly add video to their customer engagement strategy.”