NICE Employee Engagement Manager Provides Personalized Scheduling Capabilities Across Digital and Voice Interaction Channels
13 Janvier 2020 - 12:30PM
Business Wire
Allowing employees to deliver service across
preferred omnichannel environments, NICE EEM improves engagement
while helping organizations optimize staffing
NICE (Nasdaq: NICE) today announced that
its Employee Engagement Manager (EEM) solution now utilizes
employees' personal channel preferences and skills. Organizations
can now help employees make optimum use of their time by offering
automated guidance to switch between online and offline tasks as
needed. With an industry-recognized user interface (UI) on its
mobile application, this solution empowers agents to take control
of their performance and scheduling anytime and anywhere. NICE EEM
intelligently matches employee preferences and skills with changing
organizational needs - employees are empowered to do what they are
best at and organizations deliver better service while optimizing
staffing.
Providing added scheduling flexibility, a key enabler of better
work-life balance, NICE EEM 8.4 offers employees shift options that
focus on the channel that best suits their skills, such as phone,
chat, SMS, social media and more. The solution's Intraday Task
Switching capability also drives better usage of time while
ensuring employees perform activities that improve engagement. By
automatically prompting agents to switch to offline tasks, such as
training or back-office activities during periods that are
forecasted to be overstaffed for customer interactions, this
capability helps employees hone their skills and contributes to
productivity. Likewise, if the contact center is forecasted to be
understaffed, the solution automatically prompts agents to switch
back to handling customer interactions. The mix of daily activities
can also be calibrated according to each agent's skills and
preferences. The result is more engaged employees and optimized
staffing levels.
Further enhancing the value of NICE Workforce Management (WFM),
NICE EEM gives employees the ability to learn about and make
personalized performance improvements in real-time. The solution's
robust and purpose-built rules engine now enables easier setup and
provides employees with personalized real-time alerts that offer
updates on individual key performance indicators (KPIs). Based on
these alerts, employees can independently take corrective action
and reduce or even completely avoid managerial intervention. NICE
EEM drives enhanced transparency between agents and managers and
ensures that feedback sessions are highly targeted and relevant,
improving engagement and performance.
Barry Cooper, President, NICE Enterprise Product Group,
said, "As organizations pivot towards a digital world, it is
critical they consider the full omnichannel environment and the
central role employees play. NICE EEM combines the best of what
employees offer with the fluctuating needs of the business, driving
goal achievement based on flexibility and transparency."
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20200113005346/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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