Infotech Lead Asia: Nice, a provider of software solutions for contact centers, will offer Silver Lining’s Optimizer and Planner technologies to its clients to improve scalable training programs.
Aiming to assist enterprises to achieve better value from workforce optimization (WFO) technologies, the joint Nice-Silver Lining offering enables organizations to build a comprehensive skills management strategy and better measure the impact of agent training.
Nice claims that customers can create, manage, and improve training programs making the most of Nice WFO technology combined with Silver Lining’s coaching expertise.
The offering — which can be deployed on-premise or in the cloud — will target contact centers, back offices, and branches of enterprises.
Nice in a statement said the strategic association builds on prior customer-initiated collaboration activities undertaken to improve frontline training and expand employee skill sets to achieve improved productivity and profit.
Silver Lining’s Optimizer and Planner assist companies to improve employee performance and training. While Optimizer identifies the performance metrics most associated with business impact to enable organizations to deliver targeted training content, Planner schedules and manages training plans for individual employees based on their performance.
Last month Telefónica Spain decided to deploy Nice Mobile Reach, a solution for mobile customer service, to reduce the operator’s service costs by lowering the average handle times (AHT) of assisted-service interactions.
In a related development, Nice Systems is helping iYogi, a provider of technical support services, capture and analyze Voice of the Customer (VoC) to improve visibility and productivity across multiple geographies and all task types.
Nice offers VoC solution that captures VoC data from all interaction and feedback channels to enable organizations to build a cross-enterprise Customer Experience Management strategy.