This website stores cookies on your computer. Our solutions help you spend less time pushing paper and more time managing your greatest assets — your people. EEM is the key to proactive staffing optimization and WFM process automation. Agero’s network of six North American contact centers must quickly respond to a wide array of requests from mobile customers often in situations of distress. An intraday management layer with intelligent automation puts even more control in the hands of employees, with options such as automated self-swaps of shifts, independent shift trading and the ability to schedule voluntary or paid time off in response to dynamic business demands. The company is headquartered in Medford, Massachusetts, with operations throughout North America. username. Log-in here for secure access to our systems, services and resources related to HR Management, Outsourced Employment, HR Consulting and Business Operations. That’s why many are turning to the NICE Workforce Management (WFM) Suite to automate operations, overcome complexity, adapt rapidly and achieve more effective workforce planning, scheduling and optimization – all in a single, cloud-powered platform. In addition to being able to work from the comfort of your home and avoid clothing, transportation, and childcare costs, Arise offers a flexible schedule beyond compare (you literally get to pick your own hours and work as much/little as you want as long as you meet a minimal weekly commitment that usually … Learn how to approach net-zero staffing levels while delivering the high-quality service today’s customers demand. It even collects information from multiple sources for the same agent. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law. We use cookies to understand how this site is used and to improve your user experience. When an agent calls in sick, a queue blows up or volume is lower than forecasted, intraday variances can impact service levels, productivity and cost-effectiveness. ​​NICE Employee Engagement Manager (EEM) is a key component of the NICE Intelligent WFM SuiteTM, a full-lifecycle WFM offering, which delivers intelligent automation solutions to the WFM domain of intraday management. NICE Real-Time Service Optimization Selected by Agero to Enhance and Accelerate Response to Motorists in Distress. NICE IEX Workforce Management We sell, install and consult on NICE WFM technology, helping contact centres reduce staffing costs and empower agents to meet service levels. See how much you can save on agent and supervisor labor through Intelligent Automation of Intraday Management. Employees can view and adjust their shifts and time off with a virtual "scheduling assistant" anytime and anywhere, in the contact center or "on the go" with the EEM mobile app. Our digitally influenced, AI-empowered customer experience platform makes for fast resolution and happy customers. By providing mobile-friendly, self-service workforce scheduling, EEM is bringing greater efficiency and employee satisfaction to the workplace. NICE IEX Workforce Management provides standardized interfaces to over 85 ACDs and contact routing systems and 10 outbound dialers for the collection of historical and real-time information on queues and agents. Erik Snider, +1 877 245 7448, erik.snider@nice.com, Marty Cohen, +1 212 574 3635, ir@nice.com, ET, Anat Earon-Heilborn + 972 9 775 3798, ir@nice.com, CET. Password. This website stores cookies on your computer. “The NICE solution gives us a tool to push our response capabilities to new levels of customer satisfaction.”, “An important element in providing outstanding customer service today is to simplify how an organization addresses an interaction with a customer,” said Barak Eilam, President of NICE Americas. All other marks are trademarks of their respective owners. A NICE representative will be in touch with you shortly, Enabling WFH Teams with Intelligent Automation, How to Solve Understaffing Without Overtime Pay, Intelligent Automation for Intraday Management, Making the Case for Automated Intraday Management, How Proactive Staffing is the Path to Immediate ROI, 6 simple steps to save BIG on labor costs, How Engagement is the Path To Sustained ROI Growth, Making the Case for Employee Engagement Initiatives. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. Pursuant to IEX Rule 11.120, Investors Exchange shall designate securities for trading. NICE Employee Engagement Manager (EEM) can make it happen. Learn how proactive staffing provides immediate operational benefits in five key areas, with the hard numbers to prove it. forgot your login info? NICE Call Center Quality Management solution optimizes and monitors your call center performance, drive measurable improvement, save money and provide valuable business insights. ​​The positive financial impact customers enjoy from EEM is both immediate and long-term. Despite the best efforts of management and the abilities of WFM technology, unplanned changes after a schedule is released are common. IEX Workforce Management IEX Corporation, a NICE Systems company, has been helping contact centers achieve success since 1988. When a customer calls an Agero contact center for roadside assistance, for example, the agent’s desktop screen will immediately display the specific caller’s coverage, what services are currently available, and how to file any appropriate claims. Get the data on the impact of intelligent intraday automation. Enter the password that accompanies your username. An essential staff planning and management tool designed to digest the complexity of your organisation and produce precise forecasts and clear actions. Process automation, including automated procedures for data entry and recording, allows agents to focus on the customer’s needs, rather than on desktop complexities, to accelerate the dispatch of responders. These cookies are used to collect information about how you interact with our website and allow us to remember you. NICE User Group (NUG) is a knowledge community for customers of NICE Systems. EEM measurably drives immediate ROI through its ability to: ​​EEM also creates satisfied and engaged employees, which contributes to longer-term ROI growth in three key areas: ​​Contact center leaders are already familiar with sophisticated WFM solutions, like NICE WFM, that automate scheduling and forecasting. IEX, the Investors Exchange, is a fair, simple and transparent stock exchange dedicated to investor and issuer protection. Use this quick reference document to enrich discussions about the impact of employee engagement initiatives. Please enter your user ID and password. IEX TotalView Workforce Management Advanced Features At IEX Corporation, a NICE Systems company, we continually create new ways to help you maximize service delivery while minimizing operational expenses. © Copyright 2021 by IECIS Terms Of Use Privacy Statement Copyright 2021 by IECIS Terms Of Use Privacy Statement What is workforce management in the call centre? NICE IEX offer features such as factor multiple methodologies, contact channels, departments and skills types into forecasts and schedules, real-time visibility into service queues and employee, simple end user interfaces, requesting time-off, trading shifts and sharing ideas and availability on-premise or via the cloud. Securities eligible for trading. Of course the greatest benefit is convenience. By using this site, you consent to the use of cookies. This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. And when CSAT scores tumble, customer churn skyrockets. “The fact that our solution was chosen in a rigorous selection process further testifies to our ability to help Agero achieve these goals and maintain a competitive edge in the industry.”, Agero vehicle and claims services is trusted by more than 100 leading corporations and provided with the majority of new passenger vehicles sold in the United States. http://www.agero.com/. Disclaimer The text above is not a recommendation to remove NICE IEX TotalView Workforce Management 4.6.0.0.88926.i1 by Convergys IEX TotalView Workforce Management Platform from your PC, nor are we saying that NICE IEX TotalView Workforce Management 4.6.0.0.88926.i1 by Convergys IEX TotalView Workforce Management Platform is not a good … Filter Articles Reimagine, reinvent, retool with ResultsCX. user ID: password: © 1989-2006 IEX, A Nice Company This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. Overstaffing eats away at earnings due to higher average idle times and operational costs, while understaffing increases employee overtime and negatively impacts CSAT scores. EEM automatically optimizes staffing after WFM schedules are published, both intraday and up to several weeks into the future. By identifying staffing variances in advance, EEM reduces or eliminates friction before it can materialize. It delivers proven operational benefits to the contact center, with realized value ranging from hundreds of thousands to millions of dollars within the first year alone. EEM delivers a new category of WFM solutions: Intelligent Automation for Intraday Management. www.nice.com. Such forward-looking statements, including the statements by Messer Eilam, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. And the benefits just keep getting better from there, with contact centers realizing ever-greater productivity, employee retention, service level adherence, performance and revenue well into the future. NICE Employee Engagement Manager. Traditional workforce management isn’t up to the task of solving the problems today’s contact centers face. For a full list of NICE Systems' marks, please see: http://www.nice.com/nice-trademarks. We moved. Search Articles. Today, more than a million agents at over 3,000 sites in more than 50 countries realize results from IEX solutions every day. With nearly 40 years of experience, Agero is an industry leader consistently recognized for success in customer service and CRM technology, including winning the CIO 100 Awards, the CRM Excellence Awards, and the Contact Center World Awards. Delivering Intelligent WFM Solutions for Intraday Management NICE Employee Engagement Manager (EEM) is a key component of the NICE Intelligent WFM Suite TM, a full-lifecycle WFM offering, which delivers intelligent automation solutions to the WFM domain of intraday management.EEM automatically optimizes staffing … ​​Standard workforce-management-based tools for intraday management streamline scheduling, but they aren’t designed to automatically optimize staffing levels or instantly process a variety of inbound and outbound schedule changes with automated decision-making. Discover how to break down the toughest barriers to effective remote work and drive increased profitability and efficiency. The Latest News On The API Economy. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. The NICE solution will enable the company to analyze these multifaceted customer interactions and apply next-best-action recommendations in the form of real-time guidance for agents, based upon multiple situational factors. ​​Workforce management in the contact center is the art of effectively forecasting staffing needs, scheduling accordingly, and then managing change. Enter your Agero, Inc. A Cross Country Group Company. Ra’anana, Israel, June 4, 2013 – NICE Systems (NASDAQ: NICE) today announced that Agero, a leading provider of roadside assistance, connected vehicle services and claims management, has selected NICE Real-Time Service Optimization to provide an advanced level of customer response to complicated customer interactions often involving mobile emergencies.