NICE Systems have released version 6.2 of their new WFO solution.
NICE have announced the release of Workforce Management, Performance Management, and Incentive Compensation Management versions 6.2, which include collaboration, adherence and gamification features. These are integrated via a common interface, creating a single portal through which employees can manage their schedules, track their compensation, and improve performance.
The offering includes the following enhanced capabilities:
Performance Management (PM) and Incentive Compensation Management (ICM)
- Collaboration Tools– The creation of employee profile pages and activity feeds allows companies to foster communication and collaboration.
- Gamification– Executives and front-line leaders can initiate quests and contests to reward employees for specific behaviours and/or achievements. For instance, today’s manual whiteboard contests can be converted into digital badges and incentives that engage employees, speed on-boarding, and help retain top talent.
Workforce Management (WFM)
- Collaboration Tools– Companies can leverage blogs, wikis, instant messaging, and polling to engage their employees and share best practices.
- Real-Time Adherence – WFM professionals can manage adherence to schedule in real time via thin client at greater speed and lower cost.
- Adherence to Local Regulations– WFM professionals can apply specific shift policies, minimum rest times, and date-range scheduling in order to meet country-specific requirements.
The solution allows organizations to incorporate collaboration and gamification
“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.
“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.”
Author: Jo Robinson
Published On: 5th Jun 2013 - Last modified: 22nd Mar 2017
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