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With the outbreak of the global pandemic, businesses are experiencing unprecedented spikes in interaction volumes and are reporting a growing need to respond across digital channels
Fremont, CA: Cloud and on-premise enterprise software solution provider NICE announced a new offering WEM@home, which provides organizations with advanced remote management capabilities to maintain productivity and service levels. As businesses shift to a work from home module, they require tools to manage their remote workforces and drive the right behaviors, and, at the same time, ensure that customer satisfaction is well maintained. With the outbreak of the global pandemic, businesses are experiencing unprecedented spikes in interaction volumes and are reporting a growing need to respond across digital channels. The WEM@home platform helps supervisors gain control and focus employees on shifting customer priorities. It helps contact centers respond to and support increased traffic. Moreover, organizations can have WEM@home installed in less than 48 hours.
The WEB@home solution includes a visibility package that captures data and generates insights about employee behavior on the desktop. The desktop, with a deep reservoir of rich and meaningful data, has the potential to create ideas and measures around employee productivity scores, knowledge gaps and identify inefficient processes for both front and back-office employees. Also, the solution monitors both employee and customer behavior using advanced analytics and AI to provide sentiment analysis and insights. This facilitates a better understanding of ongoing employee state of mind and identification of changes in employee behavior as they interact with customers.
“With the race to establish remote worker environments at its peak, organizations are quickly realizing the need for remote supervisor capabilities,” said Barry Cooper, President NICE Enterprise Group. "Supervisors who once walked the contact center floor, keeping a pulse on the center’s needs, can now do so remotely with WEM@home. Supervisors can quickly regain control during today’s unprecedented times of change to better understand employees and respond to evolving customer requirements.”
The WEB@home solution also provides employees with a structured way to offer inputs about their work and set up as well as potential obstacles that are preventing them from completing their tasks successfully using out of the box surveys. This is inclusive of a custom WEM@home employee engagement report as well as an industry benchmark report.
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