NICE Systems’ mobile workforce optimisation suite enables staff to access operational and personal data using their mobile phone or tablet.
This set of applications can help employees interact in a more social and engaging manner for enhanced customer service and a better work environment.
The suite enables managers to oversee and maintain control of operational metrics and activities. Using their mobile device, they can monitor employee performance across KPIs and provide coaching where necessary to drive improvements. They can also perform scheduling changes, respond to time-off requests and approve or contest commissions and rewards.
The suite also gives employees control over their scheduling requests and access to their development plans, performance statistics and variable pay.
The Manager On-the-Go application allows contact centre managers to monitor service calls, view the status of their agents, understand what is being discussed, observe customer sentiment and identify interactions that warrant their intervention. Managers can also intervene through conferencing or chat in order to help employees satisfy customers and shape interactions.
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