News : Knowlagent Integrates with NICE IEX Workforce Management Technology
May 24, 2012 -- Knowlagent, an intraday management solution, announces their RightTime enabled integration with NICE IEX Workforce Management. RightTime enables call centers to tap into unproductive idle time to increase agent productivity and performance.
This integration of RightTime and the NICE IEX Workforce Management technology transforms slivers of idle time occurring naturally within the call center environment into productive sessions for call center agents to complete activities that would otherwise require scheduled time away from call handling. Agents complete off-phone work from a personalized and prioritized activity queue which includes coaching, training or back-office work.
RightTime works in conjunction with the automatic call distributor (ACD) and NICE IEX Workforce Management to dynamically respond to call volume, eliminating the need to "hard-schedule" many off-phone activities. RightTime imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift. When RightTime finds time and delivers sessions, changes to the schedule are written back to NICE IEX Workforce Management to prevent adherence issues.
Customers leverage the combined solution for many purposes; from driving specific KPI improvements to streamlining administrative tasks.
"On average, agents spend 11 percent of their shift idle due to the nature of call volume fluctuations, and this integration is essential for bringing a new level of productivity into the call center," said Matt McConnell, chief executive officer of Knowlagent. "With RightTime enabled NICE IEX Workforce Management our clients can find as much as 49 minutes a day for agents to complete activities that help drive call center goals such as first call resolution or improved customer satisfaction."
Posted by Veronica Silva Cusi, news correspondent
Knowlagent is the leading provider of intraday management solutions for contact centers. Its RightTime Technology increases agent productivity and performance by delivering off-phone activities during agent idle time. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent’s solutions every day.
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Tuesday, May 29, 2012
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