NICE Announces New Generation of Employee Engagement with Back Office Proficiency Essentials

NICE today announced NICE Back Office Proficiency Essentials, a leading-edge solution that uniquely combines performance measurements with driving employee engagement. The new solution is validated by a proof of concept (POC) conducted with 35 companies across industries that found a gap of more than 1.5 hours between perceived and actual productivity amongst back office employees. By leveraging NICE Back Office Proficiency Essentials, companies can recapture a minimum of 25 percent of their productivity or an average of 30 minutes a day per employee. Translated into financial terms, this would mean an average saving of almost $1 million annually per 400 employees.

An entry level solution that’s deployable in just five months, NICE Back Office Proficiency Essentials is innovatively tailored to go beyond just performance measurements to focus on increasing engagement with employees. The offering reiterates NICE’s commitment to delivering innovative features, and addresses the two key challenges of identifying employees that are productive as against those that are productive and proficient, as well as how to inspire employees to perform at their best. The solution fosters trust and cooperation by enabling organizations to have conversations with their employees based on real measurements and trends rather than on perceptions.

Infused with a combination of NICE Desktop Analytics together with NICE Performance Management, the solution enables organizations to enhance employee performance by 15%-18%, with initial value realization beginning a single month following deployment completion. The solution encompasses the following key features:

·       Robust visualization of desktop process data

·       Delivery of performance related KPIs, trends and deep dive analysis

·       New engagement KPI for tracking employee engagement over time

·       Definition and execution of dedicated coaching sessions for driving performance

·       Measurement of coaching effectiveness on KPIs

·       Determination of process time standards and activity breakdowns

Barry Cooper, President, NICE Enterprise Group, said, “NICE prides itself on relentless innovation and is once again changing the game by bringing this first of its kind back office offering to improve organizational performance by combining monitoring with proactive action. Improving customer experience and business performance are a direct result of motivated employees, a company’s most important asset and one that they must nurture. The best path to company profitability and prosperity is when there’s a win-win partnership with employees, and this is exactly what NICE aims to foster.”