Real-Time Process Enforcement

Submitted by admin on Mon, 11/22/2010 - 17:59
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Ensure Regulatory Compliance and Process Adherence for Improved Risk Management

Interactions between customers and organizations carry liabilities and risks that require close attention. Non-compliance with internal corporate procedures and policies as well as failure to adhere to government regulations can result in revenue loss, increased back-office load, customer dissatisfaction and even increased exposure to litigation. Real-time process enforcement is essential to protect businesses from these potential risks.

 

NICE Process Enforcement provides process adherence capabilities that ensure regulatory compliance for contact centers, branches, points of sale and back-office environments. It ensures agents adhere closely to internal procedures and policies, as well as with government acts and regulations, in each interaction with customers.

NICE Process Enforcement allows effortless enforcement of mandatory data completion rules as well as real-time process guidance to help prevent potential errors. In addition, the solution streamlines the adoption of new systems and integration of new and updated rules, regulations and process definitions.

 

The NICE Process Enforcement solution displays visual hints over relevant agent desktop screen elements, providing agents with step-by-step process guidance via real-time, context sensitive callouts.

 

To enforce processes, NICE’s real-time process enforcement solution disables screens or limits functionality until the agent completes the mandatory steps. Furthermore, it intercepts and intervenes when an agent performs incorrect actions by shutting down applications and alerting supervisors in real time.

Real-time process enforcement drives regulatory compliance for businesses that cannot afford costly deviations from internal policies and external regulations. The solution ensures:

 

  • Service quality consistency- knowledgeable agents that follow procedures significantly help reduce the risk of potential fines and litigation caused by non-compliance
  • Agents are carefully guided in real-time to follow the latest internal policies and external regulations
  • Agents provide customers with the most up-to-date and accurate information
  • Process-related knowledge gaps between agents are filled and organizations ensure a consistent, positive customer experience

NICE Process Enforcement provides the following capabilities to help businesses attain real-time process enforcement:

 

  • Scripted, checklist-based, step-by-step agent guidance
  • Monitoring and real-time response to application screen events
  • Contextual launch of documents
  • Personalization of real-time guidance based on agent profile
  • Locking and unlocking screen functionality based on user actions