Contact centers are continually challenged to do more with less—keep labor costs in check and improve efficiency across all levels of operations. NICE Workforce Optimization Suite enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.
NICE Workforce Optimization is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations.
Turn service operations into high performance, data-driven organizations
Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities
Understand how time can be saved during customer interactions without sacrificing desired outcomes
Analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
Manage and improve quality of service at the agent level and align contact center and business strategy
Next-best-action recommendations to agents in real time during phone or chat interactions with customers
Capture call center calls for regulatory compliance, or record a random sampling of calls for quality
Improve employee engagement by enabling personalized performance goals, targeted coaching and effective
Empowers frontline managers and employees with the tools to connect on the go
Drive targeted coaching to improve agent performance
JADS Comm provides a wide range of business communication solutions, consulting and services. With a reputation for responsiveness, reliability, integrity and technical expertise, we help our customers to create and maintain the most innovative, practical and cost-effective communications solutions to give them a competitive advantage in today's customer-driven economy.