Workforce Optimization Featured Article

NICE Debuts Full Cloud-Based Workforce Optimization Suite

January 30, 2013

By Jyothi Shanbhag,
TMCnet Contributor

NICE Systems (News - Alert), a company serving over 25,000 organizations in the enterprise and security sectors, has rolled out its cloud-based Workforce Optimization (WFO) suite, that helps organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.

Loaded with features that empower frontline managers and employees in Recording, Quality Management, Analytics, Workforce Management, Performance Management, Incentive Compensation Management, and Voice of the Customer, the Workforce Optimization (WFO) suite can be deployed in the cloud.

It is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations, according to the company.

“We are proud to deliver the market’s first comprehensive cloud-based WFO suite,” said Yochai Rozenblat, President of the NICE Enterprise Group. “We focus on delivering value to our clients by helping them leverage customer interaction data for improved operations and sales. Cloud-based deployment makes it easier and more cost effective for our clients to implement a complete set of advanced WFO solutions.”

This solution can be suitable for companies that are focusing on business operations rather than monitoring and maintaining enterprise grade software. It even supports hybrid integrations of on-premise and cloud-based applications and offers easier access to the latest versions of the software.

The company is currently offering the WFO suite as Hosted or as Software as a Service (SaaS (News - Alert)) to provide customers greater flexibility, lower upfront costs, and faster implementation.

Driven by cross-channel and multi-sensor analytics, NICE claims that its solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security.

Edited by Carlos Olivera

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