NICE Releases NPM Essentials

NICE today released NICE Performance Management (NPM) Essentials, a preconfigured, pre-integrated edition of its front- and back-office performance management solution.

NPM Essentials provides out-of-the-box capabilities for monitoring, understanding and driving employees towards better performance, including root cause analysis, advanced closed-loop coaching, a best practices library for coaching action plans, goals management, quality management for front- and back-office processes, and virtual collaborative communities for employee engagement.

With NPM Essentials, companies can improve the customer experience through insight, action and integration. Automated reporting provides deep individual, team, and enterprise performance insights. while business and workflow tools empower managers and employees to take proactive steps.

NPM Essentials also functions as a centralized hub for workforce optimization, with these key default integrations:

  • NICE IEX Workforce Management (WFM) for ACD, forecast, schedule, and adherence data;
  • NICE QM for call quality management and evaluation details;
  • NICE Engage for omnichannel interaction recording and playback; and
  • NICE Real Time Activity Monitoring or desktop productivity analytics.

"Performance management is becoming a clear priority for companies interested in optimizing their workforce to deliver a superior customer experience," said Miki Migdal, president of the NICE Enterprise Group, in a statement. "As the market leader in this field, we are continuously innovating to provide organizations with the tools that will help them increase employee productivity, efficiency, and compliance. The release of NPM Essentials is an indication of our commitment to delivering solutions with record speed and simplicity."