Workforce Optimization Featured Article

NICE Brings Real Time Visibility to Algar Tech

May 05, 2017

Sometimes it can be difficult to manage a large company. Algar Tech, a Brazil-based business process outsourcer, knows this better than most. The company has been in the market for almost 20 years, and in that time it has accumulated 300 clients, 8,500 agents in its Brazilian contact centers and 2,350 back office personnel in 73 offices. There are plenty of benefits to having such a large company, but it certainly doesn’t make managing and optimizing the workforce any easier. That’s why Algar Tech chose to go with NICE.

Algar Tech’s contact center front office operations have been benefitting from NICE WFM for more than a decade. Now, NICE has also brought the deep performance visibility of NICE Real Time Activity Monitoring (RTAM) and the optimization of NICE Workforce Management (WFM) into Algar Tech’s back office operations. The company chose to go with NICE for performance optimization in the back office because it needs to raise productivity to keep up with the growing client demand.

Ever since implementing MICE RTAM and WFM, Algar Tech managers have been able to identify specifically which employee desktops are active, idle or locked, and for how long, for more accurate performance analytics. NICE provides detailed, consistent and real-time information on employee activities in a single dashboard, making it easy for managers to generate adherence reports and actionable information to improve planning, assessments, managing and coaching. These capabilities have been increasing engagement among the entire back office services team.

Algar Tech is thrilled with its decision to expand upon its partnership with NICE. Fernando Polati da Silveira, Algar Tech Director of Customer Management, commented on current operations by saying, “With the NICE WFM and RTAM integration, we improved visibility, resource allocation, engagement and productivity in our back office services. The performance metrics the solution made available guided improvements in planning, managing and coaching among our back office teams.”

Edited by Maurice Nagle
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