NICE Systems introduces mobile app suite

NICE Systems has announced a new suite of mobile enterprise applications to engage customer service staff.

With the apps downloaded on a mobile device, managers can monitor employee performance across KPIs (key performance indicators) and provide coaching in real-time. They can also perform scheduling changes, respond to time-off requests and approve or contest commissions and rewards.

Employees using the tools can control their scheduling requests and access their development plans, performance statistics and variable pay.

Included within the suite is tablet application Manager On-the-Go, which enables contact centre managers to oversee all ongoing interactions in real-time, such as monitoring service calls, viewing the status of their agents, understanding what is being discussed, observing customer sentiment, and identifying interactions that warrant their intervention.

Yochai Rozenblat, president of the NICE Enterprise Group, said: “It’s critical to enable customer service managers and employees the flexibility to use our solutions regardless of their location.

“For the first time, managers can basically hold contact center operations in their hands and can take the immediate steps necessary to shape their operations in real time to assure customer satisfaction. In today’s empowered work environment, all enterprise applications should provide these capabilities.”