Putting the Back Office Front and Center


As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction. Although our focus has been centered on developing and driving innovation that serves the front office contact center, we are excited to expand that focus to also address the needs of the back office processing center, as announced on June 22, 2010.

When you think about it, the inbound contact center isn’t the only corporate function to impact customers. In fact, what happens (or doesn’t happen) in the back office can create customer dissatisfaction, and grow costs and call volumes just as dramatically. What many people don’t realize is that the back office typically employs a larger workforce than the front office, usually up to 5 or even 10 times larger! But often it is largely underserved when it comes to the availability of tools that effectively manage staff and schedules, increase efficiencies and improve performance. Until now.
Introducing the NICE Back Office Suite
The NICE Back Office Suite is designed specifically to handle the complexities and challenges of back office operations. Whether your back office processes claims, payments or orders, the solutions within our new suite can significantly optimize your operations. And if your contact center is already using NICE solutions, the fully integrated NICE Back Office Suite can easily be extended to your back office, as well. In either case, our new back office solutions make it possible to capture and analyze – in real time – operational data taken directly from employees’ desktops, take action on the derived insights to positively impact workforce efficiency, effectiveness, and customer satisfaction.
In future posts, we’ll talk more about the specific capabilities of the NICE Back Office Suite and what makes it unique among other offerings you may find in the market today. Until then, if you think you’ve done everything you can to maximize the efficiency and performance of your contact center but are still wrestling with high labor costs, nagging inefficiencies and mediocre customer satisfaction, it’s time to shine a light on your back office operations. It’s quite possible that’s where your company’s greatest opportunity lies.
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