NICE
– NICE Adaptive WFO
About NICE
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
About NICE Adaptive WFO
Your contact center is made up of a variety of characters. With NICE Adaptive WFO you can connect with them as individuals to ensure they’re fully engaged and motivated. And with more motivated agents, improved customer service will follow. NICE Adaptive WFO is a suite of solutions including Workforce Management, Quality Management (Quality Central) and Performance Management.
- Analtyics
- Desktop Analytics
- Big Data Analytics
- Data Driven Design
- Voice of the Customer
- Survey Tools
- Web surveying
- Voice of the employee
- Customer Journey mapping
- Enterprise feedback management
- Social Media Monitoring
- CSAT/NPS Measurement
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Allow manual manipulation and editing
- Strategic what - if scheduling
- Long-term forecasting and planning
- Unlimited months forecasted
- Long-term budget planning
- Track and Support historical agent adherence
- Track and Support real-time agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Reward and incentive solution
- Gamification
- Workforce Optimizaton Suite
- Workforce Optimizaton Suite
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Speech Analytics
- Analytics based on keywords or phrases
- Screen Playback synchronized with audio
- Instantaneous call retrieval
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Open Source Recording
- Compliance monitoring
- Integration
- Other Consulting Services