NICE today announced the release of NICE Performance Management (NPM) Essentials, a pre-configured, pre-integrated edition of NICE’s robust front- and back-office performance management solution. Designed for rapid implementation, NPM Essentials is a solid starting point for putting time-tested best practices into effect to positively impact employee behavior across the enterprise.
Based on an innovative deployment strategy, NPM Essentials provides out-of-the-box capabilities for monitoring, understanding and driving employees towards better performance, including:
– Root cause analysis
– Advanced closed-loop coaching
– A best practices library for coaching action plans
– Goals management
– Quality management for front and back office processes
– Virtual collaborative communities for employee engagement
With NPM Essentials, companies can improve the customer experience through insight, action and integration.
Insight: Sophisticated, comprehensive and automated reporting methods provide deep individual, team and enterprise performance insights. Accessible and easily understood, these insights provide executives,
managers, agents and other employees the targeted information they need to improve the experience of both customers and workforce.
Action: An array of business and workflow tools empowers managers and employees to take proactive steps for a direct positive impact on customer experience and, thus, on overall organizational objectives.
Integration: Seamlessly aggregating data feeds from other NICE Workforce Optimization (WFO) solutions, as well as third-party systems, provides a clear overall view of the behaviors that actually
matter most to customers.
According to SaddleTree Research, the demand for performance management solutions in the contact center was nearly double the level expected in 2015.
“Performance management is becoming a clear priority for companies interested in optimizing their workforce to deliver a superior customer experience,” said Miki Migdal, President, NICE Enterprise
Group. “As the market leader in this field, we are continuously innovating to provide organizations with the tools that will help them increase employee productivity, efficiency, and compliance. The
release of NPM Essentials is an indication of our commitment to delivering solutions with record speed and simplicity.”
NPM Essentials also functions as a centralized hub for workforce optimization, with these key default integrations:
– NICE IEX Workforce Management (WFM) for ACD, forecast, schedule and
– NICE QM for call quality management and evaluation details
– NICE Engage for omni-channel interaction recording and playback
– NICE Real Time Activity Monitoring or desktop productivity analytics