NICE Systems Unveils Workforce Optimization Business Solution

NICE Systems Ltd., a major player of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, has introduced the NICE Process Enforcement workforce optimization business solution.

Officials with NICE Systems (News - Alert) said that the new solution provides enterprise level support for ensuring compliance in real time, in contact centers, back offices and branches.

According to company officials, it leverages the company’s real-time decision-making technology to deliver context-sensitive instructions directly to employee desktops in real time, and ensures that such instructions are followed during every customer interaction. Thus, financial services organizations can be confident that their branch tellers and contact center agents enterprise-wide are accurately following procedures and complying with internal policies and external regulations.

The result, company officials said, is a direct and real-time impact on employee compliance and customer service, whether the interaction is occurring by phone, e-mail, chat, web, or face-to-face at the branch.

Company officials pointed out that the NICE solution ensures process adherence through interactive, scripted workflow-based agent guidance. It presents real-time pop-ups to branch tellers and contact center agents directly at their desktops, providing step-by-step guidance on the required action. It also disables screens and fields within screens, and limits functionality until the teller or agent has completed the mandatory steps.

“Financial services organizations such as banks and insurance companies require customer-facing personnel to adhere to a great number of processes and regulations. This is relevant when selling products and providing services such as opening new accounts, making address changes, or selecting new PINs. The room for error is great. The ramifications of such errors are financial loss, exposure to risk and customer dissatisfaction,” said Keith Dawson (News - Alert), principal analyst at analyst firm Frost & Sullivan, in a statement.

Dawson said that these companies need a solution that provides real-time guidance to employees about what to do next, and which can intervene in real time to prevent them from making mistakes. A solution that can do this and which can be implemented enterprise-wide with zero down-time and no disruption to agent activity is key to effectively enforcing process adherence and regulatory compliance, he said.

Company officials said that the NICE Process Enforcement business solution seamlessly integrates with the organization’s broad variety of customer-facing business applications, operation support systems, including homegrown legacy applications, and complex back-end IT environments.

It offers high scalability for enterprise-wide deployments, data security measures for protecting sensitive customer information, high redundancy for mission-critical environments, and ease of deployment.

 “We are happy to introduce real-time decisioning and guidance capabilities to our broad risk and compliance offering. NICE has extensive experience in the field of regulatory compliance with the world’s top banks as customers,” said Udi Ziv (News - Alert), president of the enterprise group at NICE.

Ziv said that the new capabilities help these organizations further improve risk management and better avoid regulatory breaches.