NICE Systems releases new version of performance management solutions
Sep 05, 2012 (Datamonitor via COMTEX) --
NICE Systems has unveiled Release 4.1 of its NICE Performance Management, or PM, and NICE Incentive Compensation Management, or ICM, solutions.
According to the company, the enhanced capabilities offered in Release 4.1 enable business users such as compensation managers to tailor the information they require according to their specific needs without additional IT assistance. This flexibility streamlines processes and reduces additional overhead, providing sales and service organizations with a faster return on investment and lower total cost of ownership.
Among its capabilities, Release 4.1 includes an enhanced, user friendly menu structure for easier navigation; a new charting engine providing a broad set of chart and graph types; and an updated configuration manager enabling business users to efficiently manage the applications. These features enable enterprises to easily manage, measure and motivate frontline service and sales employees, the company said.
Many organizations are currently measuring performance on certain metrics and compensating their front-line employees on different ones. The discrepancy is causing misalignment, resulting in employees not knowing on what to focus. To help organizations align the metrics they measure and the ones on which they compensate, in this latest release, NICE PM and NICE ICM are tightly integrated for organizations that want to manage incentives in their branch, retail or contact center operations. Employees can be accurately compensated according to their performance by meeting their target KPIs such as first contact resolution, average handle time and sales conversion rates, the company added.
"As sales and service organizations strive to remain competitive by providing more personalized offerings and higher levels of service to customers, it becomes increasingly important to have efficient processes that motivate, coach and compensate employees based on their performance," said Mark Selcow, General Manager of NICE Workforce Optimization Solutions. "The new release of NICE Performance Management and NICE Incentive Management provides organizations with an ideal sales and service platform that can be easily adapted to sales, service and hybrid environments while providing a low TCO."
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