NICE Version 6.2 of Workforce Optimization Solutions Drive Employee Engagement

Your workforce is only as effective as the management system behind it. Being able to schedule employees, take action in real-time for different scenarios and manage a productive, satisfied workforce is just as important as the employees themselves.

NICE Systems (News - Alert), a provider of customer interaction management and workforce optimization solutions, released new versions of its workforce management, performance management and incentive compensation management solutions, which enable greater employee engagement through collaboration, adherence and gamification features.

The NICE workforce management software enables call centers to support flexible scheduling methodology, manage multiple locations, monitor and proactively respond to changing call center conditions and capture real-time data from automatic call distributors, predictive dialers, multimedia routers and agent desktops. The performance management solution is designed to meet the unique needs of front-line service operations. By delivering personalized performance data to every employee in the organization while automating critical managerial activities, the solution helps organizations to increase accountability and establish a culture of continuous improvement essential to reaching business goals.

Incentives and variable compensation can be among the most important drivers of individual performance. By aligning rewards for individual activities with strategic objectives, incentive compensation management delivers significant strategic and financial value. NICE Incentive Compensation Management enables organizations to optimize their incentive programs by automating processes and providing an end-to-end ability to create, manage and distribute all aspects of a commissions program.

 Image via NICE

“Customer interactions are becoming more complex, and so organizations need to better prepare their people to address sophisticated customer demands,” said Yochai Rozenblat, president of the NICE Customer Interactions Group, in a statement. “Version 6.2 solutions help address this challenge by applying collaboration and gamification technologies to more effectively measure and motivate employee performance and to drive accountability for delivering a better customer experience. In doing so, organizations can get closer to their customers.”