June 23, 2010

 

NICE Systems has announced NICE Back Office Suite, which is targeted at improving workforce compliance, and quality of service in back office operations.

 

A comprehensive set of integrated solutions, NICE Back Office Suite combines the company's NICE IEX (News - Alert) Workforce Management solution with real-time capabilities such as Real-Time Guidance, Process Automation and Compliance in addition to solutions for Quality Management and Performance Management.

 

Company officials said that NICE Back Office Suite is based on the combination of solutions from NICE and eglue (News - Alert), which is supported by the existing OEM agreement between the two companies.

 

Recently, NICE announced the signing of a definitive agreement to acquire eglue, a provider of real-time decisioning and guidance solutions. The acquisition transaction is expected to close during the third quarter of 2010. 

 

With the new comprehensive suite, organizations can address the most pressing operational challenges faced by back office operations. Company officials said that NICE's solutions for the back office enable real-time adherence as well as planning and optimization. 

 

"The solution will enable our contact center customers, and in particular our workforce management customers, to leverage contact center investments for the benefit of their back office operations," said Udi Ziv (News - Alert), president for Enterprise Product Group at NICE Systems.

 

Company officials said that based on NICE IEX Workforce Management, solution for the contact center optimizes planning, forecasting, scheduling and intraday management across a multi-site and multi-skilled back office organization.

 

Real-time Process Automation and Guidance offers capabilities for guiding back office employees in real time via predefined work processes and uses business rules to automate back office data entry into disparate back office systems.

 

Company officials said that Performance Management provides a single, comprehensive solution for tracking, reporting and managing performance throughout all levels of the back office operation. The solution includes pre-packaged metrics, key performance indicators, dashboards, scorecards and reports.

 

Moreover, Quality Management enables supervisors to play back screen recordings of workers' desktops. In addition, they can also evaluate the quality of back office processing, then create personalized coaching packages and real-time guidance scripts to improve the quality of back office work, said company officials.

 

"The unique combination of NICE's workforce management strengths in multi-dimensional visibility and multi-site and multi-skill capabilities together with real-time process automation, guidance and compliance will significantly increase operational efficiency and effectiveness in the back office," Ziv said.

 

Last month, NICE acquired Lamda Communication Networks, a provider of satellite communications interception technology based in Israel.

 

About NICE

 

NICE Systems (News - Alert) (NASDAQ: NICE) is the leading provider of intent-based solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data - from telephony, web, email, radio, video, and other data sources. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies.