Workforce Optimization Featured Article

NICE Solution Helps iYogi Enhance Technical Support Business

Operational efficiency is one of the aspects that concern most of the enterprises across the world nowadays, and advanced innovations are being developed so that substantial improvement can be realized on this front too.

NICE Systems (News - Alert), a provider of software solutions that help organizations in real-time capture, analyze and apply insights, will now enable iYogi, a technical support company, to improve its operational efficiency and enhance customer experience through big data insights and analytics. Using vital results from both structured and unstructured big data coming from various sources such as phone calls, mobile apps, e-mails, chat, social media, video and transactions, the company helps enterprise in arriving at better decisions and inferences.

The solutions offered by NICE Systems helps improve customer experience and business results, ensuring compliance, fighting financial crime and safeguarding people and assets. iYogi provides its solutions across various computing and communications devices and software, and with the help of NICE’s offerings, iYogi will be able to manage both voice and non-voice processes in a comprehensive manner, helping a large number of users every year.

All the managed processes being executed within a single customer interaction, such as tasks performed on both the phone and desktop, by tech experts will be captured and analyzed through the Real-Time Activity Monitoring solution, NICE Process Analytics. It will enable iYogi to have a deeper and more insightful look within a number of locations, allowing its tech experts to address various task types, skills and levels at the same time.

Further, iYogi will also be able to leverage the NICE solution in an effective implementation of its forecasting, scheduling and tech experts’ management related activities. It will help in addressing crucial information related issues to emphasize training and improve performance to finally enhance the overall customer engagement resulting from a seamless integration with iYogi’s platform. 

“The holistic optimization and management of employees across voice and non-voice tasks is an emerging trend with enterprises globally,” commented Zeevi Bregman, president and chief executive officer at NICE Systems. “In order to garner customer loyalty, businesses must be able to resolve customer issues quickly and effectively, and this often demands a collaborative effort across frontline service agents and technical experts. The NICE solution offers detailed insights across the organization to enable effective workforce management that includes all service-level agents.”

Earlier this month, NICE Systems partnered with Silver Lining Solutions, a major player in performance optimization, to help organizations achieve greater enterprise-wide value from advanced workforce optimization technologies. The pact aims at enhancing employee performance and training across contact centers, back offices, branches and retail outlets.

Edited by Rachel Ramsey