Back Office Desktop Process Management

Submitted by admin on Mon, 08/09/2010 - 10:13
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Peak Performance at the Desktop

NICE Back Office Desktop Process Management enables back office processing operations to accurately forecast resource needs, increase employee and operational performance and efficiency, and ensure internal and regulatory compliance.

What happens in the back office processing organization has just as much impact on customer satisfaction and enterprise-level cost savings as the day-to-day activities of the front office contact center. Inefficient and erroneous back office processing negatively affects customer perception and drives traffic into front office operations. In these times, when social networking spreads news of poor experiences in an instant and every man-hour counts, customer satisfaction and operational efficiency is more important than ever. That’s why it’s time to put the needs of your back office front and center.
 
Improve forecasting and scheduling with NICE Back Office Desktop Process Management software. It captures and analyzes the desktop activity of back office employees in order to calculate accurate processing times, even when handling work items concurrently. As part of the NICE Back Office Suite, its integration with NICE Back Office Workforce Management also provides supervisors with real-time and historical insight into employee schedule adherence and desktop application usage.
 
NICE Back Office Desktop Process Management also helps managers automate data entry, enforce policies and provide employees with real-time guidance to navigate complex processes. Use it to streamline work, reduce errors and improve employee and operational performance.
NICE Desktop Process Management software uniquely enables back office environments to:
 
  • Increase forecast accuracy
  • Streamline internal processes
  • Ensure internal and regulatory compliance
  • Improve operational efficiency and achieve cost savings 
  • Gain visibility into employee activity
  • Strengthen training initiatives and drive process improvements 
  • Reduce errors and increase quality 
  • Improve customer satisfaction
NICE incorporates best practices from world-class contact centers to deliver powerful Desktop Process Management software for back office processing environments. Its capabilities include:
 
  • Intelligently extracts information from any data source including dynamic real-time screens, with minimal integration effort
  • Analyzes desktop application usage for individual employees, teams and departments
  • Automates real-time data entry and ensures employees follow pre-defined workflows
  • Provides real-time guidance to help employees navigate complex processing steps
  • Accurately calculates work-item processing times
  • Gives supervisors visibility into real-time processing activity and employee schedule adherence
  • Enables customized reporting to gain customer and business intelligence
  • Provides front office employees with insight into back office processing

    Integrates with NICE Back Office Workforce Management and NICE Back Office Performance Management