Back office operations are often out of sight, but to corporate management, they are rarely out of mind. Most companies’ back office staff handles the communications and fulfillment activities that are essential to keeping the business running smoothly and efficiently. Ably managing this vital asset requires tools that are specifically designed for the complexities and challenges of back office operations.

The NICE Back Office Suite provides integrated solutions for workforce management, process automation, performance management and quality management, delivering:

•  Accurate forecasting and scheduling to balance workload and staffing resources
• Real-time process guidance
• Real-time process automation and compliance
• Real-time KPI dashboards and alerts
• Capture and analysis of employee desktop activity
• Tailored evaluation and coaching tools
• Custom reporting

If you are using NICE solutions in your contact center today, you can easily extend them into your back office and benefit from a unified solution to capture and analyze operational data across the enterprise, so that you can take action to impact customer satisfaction and organizational performance and optimize your customer dynamics.  If your contact center agents also help with back office work during low call volume hours or on a scheduled basis to give them some work variety, a unified solution is much easier to use than attempting to manage a single workforce with two different solutions.

Key Solution Benefits

• Improve back office operational efficiency and effectiveness
• Boost throughput with fewer employees and less cost to improve profitability
• Consistently meet your service level agreements (SLAs)
• Ensure regulatory and internal compliance
• Increase employee and customer satisfaction
• Use insights from performance data for better decision making