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Nice Systems Releases Back-Office Suite

Developed with Eglue, the suite helps improve customer relations and employee relations, Nice claims.

Israel-based Nice Systems, known mostly for its analytics services, has released Nice Back Office Suite, a platform targeted at improving workforce efficiency, compliance and quality of service.

Produced through an OEM agreement with Eglue, Back Office Suite is comprised of workforce management, real-time process automation and guidance, performance management and quality management components. Nice says it will close a full acquisition of Eglue in the third quarter of this year.

“We estimate that back office operations have approximately five times more employees than the contact center, which presents great opportunities for Nice in increasing our addressable market,” Udi Ziv, president of the enterprise product group at Nice Systems, says in a statement. “The unique combination of NICE's workforce management strengths in multidimensional visibility and multisite and multiskill capabilities together with real-time process automation, guidance and compliance will significantly increase operational efficiency and effectiveness in the back office.”

The workforce management component of Back Office Suite optimizes planning, forecasting, scheduling and intraday management. Nice claims this helps increase customer satisfaction by consistently meeting SLAs, and increases employee empowerment and visibility, lowering turnover, recruiting and training costs.

The real-time process automation and guidance aspect leads back-office employees through predefined work processes and uses business rules to automate back-office data entry into disparate back office systems.

Performance management helps track, report and manage performance. It includes pre-packaged metrics, key performance indicators, dashboards, scorecards and reports.

Finally, the quality management capability allows supervisors to play back screen recordings of workers' desktops and evaluate the quality of back-office processing, then create personalized coaching packages and real-time guidance scripts.

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio

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