NICE launches mobile workforce optimisation suite

NICE Systems announced the industry’s first mobile workforce optimisation suite, which enables customer service managers and employees access to operational and personal data at any time, from anywhere, using their mobile phone or tablet.

The comprehensive mobile WFO suite enables managers to oversee and maintain control of operational metrics and activities in real time, regardless of their physical location. Using their mobile device, they can accomplish multiple tasks, including monitoring employee performance across KPIs (key performance indicators) and providing coaching where necessary to drive improvements.

They can also perform scheduling changes, respond to time-off requests and approve or contest commissions and rewards. These mobile capabilities allow faster responses to employee, customer, and market demands, saving valuable management time and increasing employee satisfaction.

The latest innovation in NICE’s mobile WFO capabilities is NICE Manager On-the-Go. With this tablet application, contact centre managers can involve themselves in all ongoing interactions in real time, including monitoring service calls, viewing the status of their agents, understanding what is being discussed, observing customer sentiment, and identifying interactions that warrant their intervention.

Managers can also intervene through conferencing or chat in order to help employees satisfy customers and shape interactions as they happen. All of this can be done while away from their workstation, allowing managers to be mobile within the contact centre and to engage with agents as needed in order to resolve issues.

For example, an inexperienced agent is in the midst of a billing dispute with a VIP customer. As soon as the customer raises his voice, the system sends an alert to the front-line manager, who’s away from her desk. Taking all of the parameters into consideration, the manager then decides to listen in on the conversation, guides the agent via chat, and can even conference into the call if needed.

“It’s critical to enable customer service managers and employees the flexibility to use our solutions, regardless of their location,” said Yochai Rozenblat, President of the NICE Enterprise Group. “For the first time, managers can basically hold contact centre operations in their hands and can take the immediate steps necessary to shape their operations in real time to assure customer satisfaction. In today’s empowered work environment, all enterprise applications should provide these capabilities.”