[May 24, 2012]

Knowlagent's RightTime Intraday Management Software Integrates with NICE IEX Workforce Management Technology

Knowlagent, a leading intraday management solution for the world's 10 million call center agents, today announced their RightTime enabled integration with NICE IEX (News - Alert) Workforce Management. RightTime enables call centers to tap into unproductive idle time to increase agent productivity and performance.

This integration of RightTime and the NICE IEX Workforce Management technology transforms slivers of idle time occurring naturally within the call center environment into productive sessions for call center agents to complete activities that would otherwise require scheduled time away from call handling. Agents complete off-phone work from a personalized and prioritized activity queue which includes coaching, training or back-office work.

RightTime works in conjunction with the automatic call distributor (ACD) and NICE IEX Workforce Management to dynamically respond to call volume, eliminating the need to "hard-schedule" many off-phne activities. RightTime imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift. When RightTime finds time and delivers sessions, changes to the schedule are written back to NICE IEX Workforce Management to prevent adherence issues.

Customers leverage the combined solution for many purposes; from driving specific KPI improvements to streamlining administrative tasks. Examples include:

• A customer was able to deliver the same amount of training with RightTime in five days that previously took seven weeks
• Another customer lifted First Call Resolution rates from 63 percent to 70 percent
• A customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent

"On average, agents spend 11 percent of their shift idle due to the nature of call volume fluctuations, and this integration is essential for bringing a new level of productivity into the call center," said Matt McConnell, chief executive officer of Knowlagent. "With RightTime enabled NICE IEX Workforce Management our clients can find as much as 49 minutes a day for agents to complete activities that help drive call center goals such as first call resolution or improved customer satisfaction."

Additionally, Knowlagent recently participated in 2012 Interactions, the NICE global customer experience conference in Nashville, Tenn. as a silver sponsor.

To view a social media version of this release, visit here.

About Knowlagent

Knowlagent is the leader in intraday management solutions for contact centers. Its patented RightTime software increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Knowlagent's solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent's solutions every day. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.

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