NICE Releases Adaptive WFO

NICE Systems today launched its Adaptive Workforce Optimization (WFO) solution that can personalize the organization-employee relationship based on agent personas.

Adaptive WFO creates a workforce planning, management, and engagement environment that adapts in real time to agent personas. These personas are generated based on advanced multichannel analytics data, such as customer satisfaction scores, average handle times, coaching results, first-contact resolutions, tenure, past work experience, and education.

This enables organizations to pinpoint agent behaviors, such as strengths and weaknesses, whether they perform better in the morning or the evening, and what incentives really motivate them. Personas are also determined by new data created by applying predictive analytics to customer interactions to identify and categorize all observed behaviors.

Adaptive WFO will provide the following:

  • Flexible persona-based routing, scheduling, and forecasting;
  • Tailored onboarding and coaching that adjusts the learning path for each employee;
  • Tighter alignment between customer experience and agent performance; and
  • Personalized engagement plans to improve employee retention.

"Service agents personify the brand of any company as they have the greatest exposure to customers. This means that organizations must invest in engaging and empowering these employees at least as much as they invest in understanding their customers' journey," said Miki Migdal, president of the NICE Enterprise Product Group, in a statement. "The concept of Adaptive WFO focuses on personalizing all of the contact center processes that affect employee performance, from recruiting to scheduling and coaching, in order to drive greater improvements throughout the operation and help companies drive perfect experiences for their customers."

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NICE Systems is acquiring speech software company Nexidia, which specializes in advanced speech and interaction analytics, for $135 million. Nexidia's analytics products are backed by patents for phonetic indexing and search capabilities, features that will integrate with NICE's existing services to provide enhanced analytics-based solutions.

Posted January 11, 2016