NICE BACK OFFICE SUITE
Drive Performance, Increase Efficiency,
Improve Compliance
TRANSFORM
YOUR
BACK OFFICE
OPERATIONS
THE CHALLENGE
For many companies, back office operations are multifaceted and dynamic, spanning shifts, departments
and work sites. In every workforce, employees have different skill sets and use many different desktop
applications to complete their work. Added to these complexities are the frequent desktop application
updates, changing processes and compliance requirements that the back office employees must quickly
master.
The complexity of processes is higher than ever before—so are the stakes. Companies that fail to meet their
service level agreements for work produced in the back office face regulatory fines and scrutiny, as well as
lost revenue as customers find the best provider for their needs.
In today’s back office environments, managers must focus on the efficiency of the operation and find ways
to improve productivity, comply with internal policies and external regulations, reduce errors, and improve the
customer experience. The NICE Back Office Suite is a powerful set of tools that can help you achieve your
objectives of greater operational efficiency, compliance and quality assurance in the back office.
NICE BACK OFFICE SUITE
Meet your customers’ expectations with a comprehensive suite of proven solutions that reduce costs, ensure
internal and regulatory compliance, enhance employee performance, and drive greater customer satisfaction
throughout the enterprise. NICE workforce optimization solutions help clients efficiently process loans, credit
card applications insurance claims as well as other back-office functions.
“EVERYONE IS ACCOUNTABLE NOW. IT USED TO BE THE CASE THAT PEOPLE COULD HAND OFF TO
OTHER SITES, BUT THERE’S NOWHERE TO HIDE NOW.”
Paul Whitby, Customer Care Team Manager, Scottish Power.
NICE BACK OFFICE SUITE
HELPS MANAGERS OPTIMIZE
PERFORMANCE
INCREASE PRODUCTIVITY
The NICE Back Office Suite allows managers to monitor
employee desktop activity to accurately track production
time and productivity and to find the best practices that
improve organizational performance.
ƒƒ Analyze desktop application usage
ƒƒ Establish pre-defined workflows
ƒƒ Proactively flag potential errors
ƒƒ Guide employees through complex processes
REDUCE COSTS
The NICE Back Office Suite helps managers view and
manage resource capacity and performance, improving
forecast accuracy and resource allocations, thereby
increasing the profitability of the enterprise.
ƒƒ Accurately forecast workload
ƒƒ Create capacity plans using actual available hours
ƒƒ View actual and projected backlogs
ƒƒ Allow employees to manage schedule changes
ENHANCE EMPLOYEE PERFORMANCE
The NICE Back Office Suite gives employees the technology
tools to view and manage their own performance.
ƒƒ Monitor employees’ current/trending performance
ƒƒ Customized reporting capabilities
ƒƒ Gamification
ƒƒ Closed-loop coaching with alerts, work forma and tasks
ƒƒ 200 + best practice KPIs for evaluations
ENSURE COMPLIANCE
The NICE Back Office Suite gives organizations the tools
and insights to improve internal and regulatory compliance,
which saves rework, costly fines and financial penalties.
ƒƒ Capture work processes to document compliance
ƒƒ Record screen actions to ensure compliance
ƒƒ Automate manual work steps
ƒƒ Real-time guidance to reduce processing errors
DRIVE CUSTOMER SATISFACTION
The NICE Back Office Suite gives organizations the tools
and insights to improve back office operations, which in
turn has a direct impact on the customer experience and
enterprise profitability.
ƒƒ Record screen actions to ensure work quality
ƒƒ Automate the quality management process
ƒƒ Configurable quality evaluation forms
“EMPLOYEES SEE THE REAL-TIME IMPACT AUTOMATION FUNCTIONALITY AS GREAT TOOLS TO AVOID
REPETITIVE TASKS AND REDUCE THEIR OWN ERRORS. NOW THEY CAN FOCUS MORE ON CLAIM
ANALYSIS AND LESS ON MANUAL PROCESSES.”
Marcelo Soares Dabés, Operations Executive/Director, Fidelity Information Services
Back Office - WFO Definition
CORE
REAL-TIME
APPLICATION
MONITORING
WORKFORCE
MANAGEMENT
REAL-TIME
PROCESS
OPTIMIZATION
WORK
INVENTORY
MANAGEMENT
COMPLEMENT
PERFORMANCE
MANAGEMENT
QUALITY
MANAGEMENT
CALL AND
SCREEN
RECORDING
REAL-TIME ACTIVITY MONITORING
WORKFORCE MANAGEMENT
NICE Back Office Real-Time Activity Monitoring helps
companies increase productivity, reduce costs, ensure
internal and regulatory compliance. RTAM enhances
employee performance throughout the enterprise by
providing visibility into employee activities, uncovering best
practices in process management, as well as opportunities
for improvement.
With WFM, companies can forecast and schedule the
workforce with greater precision, allowing managers to
anticipate and manage backlogs with greater transparency,
drive increases in adherence and productivity, and run a
more efficient operation.
REAL-TIME PROCESS OPTIMIZATION
With Real-Time Process Optimization, companies can
ensure superior performance in back office processing
by automating data entry and other process steps, and
providing employees with real-time guidance to navigate
complex processes.
NICE Work Inventory Management helps companies
manage work inventory, avoid understaffing and overstaffing
and meet service level agreements. Work Inventory
Management allows managers to proactively manage their
work inventory by uncovering at-risk backlog, allowing them
to take corrective action and ensure items are finished in a
timely fashion.
PERFORMANCE MANAGEMENT
QUALITY MANAGEMENT
NICE Performance Management drives transparency and
visibility within back office processing environments. The
solution pulls together data from across back office systems
into a single source of performance truth—unlocking new
KPIs and ensuring every individual knows how they compare
to their targets and their peers.
NICE Back Office Quality Management opens a window on
desktop PC screen activity, allowing you to embed quality
into the performance of your processing environment. It
elevates customer satisfaction and operational efficiency,
and reduces costs in a way manual quality monitoring can’t
match. With Quality Management, customers can find and
fix root causes of errors and rework.
WORK INVENTORY MANAGEMENT
NICE Back Office Suite capabilities enable you to take action to impact customer satisfaction, improve
organizational performance, and optimize productivity. Contact us today to discover how we can help
you take your back office performance to the next level.
ABOUT NICE
NICE (NASDAQ: NICE) is the worldwide
leader of software solutions that deliver
strategic insights by capturing and
analyzing mass quantities of structured
and unstructured data in real time from
multiple sources, including, phone calls,
mobile apps, emails, chat, social media,
and video. NICE’s solutions enable
organizations to take the Next-Best-Action
to improve customer experience and
business results, ensure compliance, fight
financial crime, and safeguard people and
assets. NICE solutions are used by over
25,000 organizations in more than 150
countries, including over 80 of the Fortune
100 companies.
www.nice.com
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