NICE Adds AI-Based Analytics to Its Performance Management Solution

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Filed under - Contact Centre News,

NICE has announced that its NICE Performance Management (NPM) solution includes AI-driven analytics to foster employee engagement and improve organizational performance.

The new capabilities precisely point supervisors to areas where performance can be improved and facilitate personalized, measurable and engaging programmes that empower employees to achieve their objectives.

AI-driven analysis

The innovative AI-driven analytics capabilities that power NPM eliminate the need for supervisors to perform time-consuming data analysis.

The AI capabilities consider business objectives, factor in the scores and weights of employee metrics and combine them with the historical impact of previous coaching efforts.

As a result, NPM provides supervisors with a clear indication of the optimal areas to focus their coaching efforts on.

Focusing on behavioural coaching

With NPM, supervisors can now create coaching programmes that are adaptive and personalized to each employee so that they have maximum impact on employees’ behaviour and motivate them to achieve their goals.

Using the power of AI-based analytics, NPM analyses the historical impact of coaching programmes on employee KPIs.

It then recommends behaviours to focus on and suggests the optimal tasks for each employee (such as group coaching, peer coaching, one-on-one coaching, trivia, knowledge management) that have the highest probability to impact behaviour and drive improvements.

The tasks are made engaging using NICE’s award-winning gamification mechanisms.

A thumbnail picture of Barry Cooper

Barry Cooper

Barry Cooper, President, NICE Enterprise Group, said, “We are excited to share these first-of-their-kind capabilities which revolutionize the way organizations use and benefit from performance management.

“By leveraging AI-based analytics, NPM eliminates the leg work supervisors traditionally need to invest in.

“Moreover, organizations can now not only measure the impact of coaching in terms of ROI but also continuously improve it so that business objectives are consistently met – enabling a win–win–win for employees, supervisors and the organization.”

Author: Robyn Coppell

Published On: 21st Oct 2019 - Last modified: 25th Oct 2019
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