BACK OFFICE PROFICIENCY SUITE

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1 BACK OFFICE PROFICIENCY SUITE Full Visibility for Peerless Performance

2 What is Going On in the Back Office? If the Front Office is where a company meets the public on a regular basis, then the Back Office is where the actual business of serving the customer takes place. Back Office personnel handle customer cases, insurance claims, home loans and other types of work behind the scenes, keeping the processing machinery running for the entire enterprise. Back Office work is not restricted to phone calls but is of a more blended nature, for example, extensive work on desktop applications (such as case management, CRM and ERP), , databases, and so on. While Back Office employees may at times interact with a customer, such contacts are not the focus of their work nor the measure of their success. Rather, for the Back Office, success is reflected in the speed and proficiency with which customer cases are handled, in the extent and nature of processing backlogs, and in adherence to service level agreements (SLA). The Three Back Office Challenges With the very blended nature of Back Office work with several distinct performance indicators, workflows and virtual tools - managers often have limited insight into their employees day-to-day activities. This poses three primary challenges: Measure You can t effectively measure employee productivity with limited visibility into their activity at the office. It becomes very hard to determine who is working hard, who is hardly working, and who is the best at what they do. Manage When you have no way to effectively measure productivity and proficiency, managing employees conformance to their schedule requires more than a little guesswork. It is particularly hard to accurately forecast short and long term staffing levels to meet SLAs. Improve Today, more than ever, employees need to be constantly motivated and engaged. Part of this is owning their performance and progress, being coached on their weak points and recognized on their strong ones. But this is not possible if you can t identify their particular strengths and weaknesses, and tailor in-house coaching accordingly. The Solution: NICE Back Office Proficiency Suite The NICE Back Office Proficiency Suite meets all three of the Back Office challenges with comprehensive monitoring, analytics and managerial components. Enhanced historical and real-time visibility into employee activity enables the measurement, management and improvement necessary for optimal employee performance. The NICE Back Office Proficiency Suite is available in both standard and advanced editions..

3 The Back Office Proficiency Suite Standard Edition The Back Office Proficiency Suite-Standard provides clear insights into employee behavior, identifying both skill and motivational levels. With this solution, you can quickly and accurately determine staffing requirements, manage work schedules, and empower your staff with the tools to constantly improve. The Back Office Proficiency Suite-Standard edition contains three components: Desktop Application and Process Analytics; Workforce Management; and Performance Management. Desktop Application and Process Analytics Desktop Application and Process Analytics provides the visibility layer necessary for obtaining useful proficiency data. Determine which applications your employees are spending their time with (Application Analytics) and how long it takes them to complete specific tasks, and keep track of their reopen rates the cases which were not solved on the first touch and required re-work (Process Analytics). Functionality Monitor and capture employee desktop activity. Categorize activity into productivity buckets ( productive time, non-work related, Idle Locked Screen, etc.). Measure process lifecycle time and reopen rates by capturing when a process is begun, paused, completed and reopened. Benefits Measure production time and non-work time and establish organization standards. Understand which employees have the skill and which have the will. Determine true process handle times and establish timeline targets. Discover specific reopen ratios for various processes, and define processing targets. Segmenting Desktop Activity into Productivity Buckets

4 Workforce Management Workforce Management (WFM) is the forecasting and employee scheduling layer of the NICE Back Office Proficiency Suite. With the true process handle times and employee productivity data from Desktop Application and Process Analytics, the WFM determines the required number of employees for the anticipated workload and allowable backlog. In addition, workforce analysts can manage intraday workforce changes and real-time schedule adherence through the WFM component. Functionality Forecast and schedule employees with flexible tools supporting any scheduling environment. Optimize resource allocations for specific work types. Manage intraday planning and adjust daily activities based on backlog allowances and employee restrictions. Manage employee schedule conformance and adherence, including real-time monitoring of productivity levels and processing time. Give employees ownership of their schedules, enabling independent submission of requests, schedule bidding, and intraday adjustments. Meet service level agreements, based on actual and projected backlog data. Benefits Improve forecasting and capacity planning. Optimize resource allocation and schedule more efficiently for up to 10-40% full-time employee cost savings. Manage backlog and reduce overtime. Increase employee engagement by increasing visibility into their productivity, and ownership of their performance, schedules, shift trades, and time-off requests. Increase customer satisfaction by consistently meeting service level commitments, and by more targeted coaching of Back Office staff. Long Term Forecasting Enables the Back Office to Plan Required Staff and Over Time

5 Performance Management The Performance Management component of the NICE Back Office Proficiency Suite consolidates, analyzes and presents the insights of the Workforce Management, Desktop Application & Process Analytics and data from any designated third-party repository. Performance Management organizes its reports and data based on the privileges and role of the viewer. It provides supervisors, executives and workforce analysts the information required to manage their Back Office operations using key performance indicators (KPI). Based on these KPIs, for example, Performance Management recommends coaching packages for specific employees, as well as tracking the effect of previous coaching sessions on KPIs. In order to maintain high levels of employee engagement, their personal Performance Management data and ranking is made available to them, with the relevant guidance gamified for greater motivation (using tasks, points, quests and awards, for example). Functionality Provide a central location for managing and measuring employee objectives, and improving employee performance. Use built-in gamification (including goals, points, achievements and awards) for employee motivation. Improve employee performance with built-in coaching and quality management, including measuring the effects of previous coaching activities. Benefits Maintain a single source for all performance data, measured according to designated KPIs. Impact employee performance with realtime visibility into operational metrics. Motivate employees using gamification techniques and performance ownership. Performance Management Displays Coaching Packages and Their Effect

6 The Back Office Proficiency Suite Advanced Edition The Back Office Proficiency Suite-Advanced contains everything in the Standard edition, as well as NICE Work Manager a single component for prioritizing, routing and managing workloads. It enables organizations to crosstrain more employees, share workloads across operations centers, and increase productivity in a consistent user interface. NICE Work Manager NICE Work Manager is the comprehensive answer to the challenge of prioritizing and routing work across siloed systems in a single company, which is typically an inefficient manual process involving multiple systems for a single task. The result is failure in meeting service levels or higher costs, or both. Work Manager collects, correlates, and consolidates work from multiple sources, prioritizes it, automates the distribution, and guides employees via policy-driven workflows. It enables organizations to resolve work according to company standards and regulatory requirements, while providing management with real-time visibility into Back Office operations. Working together with the Workforce management component, the workforce analysts can now easily identify the lines of business which are over or understaffed and move employees between the lines of business and provide them with new skills so that the NICE Work Manager will route to them the items which are reaching their SLA deadline. NICE Work Manager Provides Visibility to the Aging of Work Items and Their Status

7 Functionality Capture, Correlate and Consolidate - NICE Work Manager unifies and streamlines operational processes across the enterprise, as well as drawing on data from any related system. It provides employees everything they need to process a work item in a single location. Prioritize and Route - A highly flexible rules engine prioritizes and routes work based on unique business rules and policies, reducing the need for unnecessary manual intervention. Work items may be routed based on work type, priority, employee profile or skill set, employee availability or other criteria, ensuring high-priority items receive a prompt response. Work Guidance - Policy-driven workflows guide employees, allowing organizations to uphold service levels and meet regulatory requirements and corporate objectives. Workflows are easy to configure and can be multilayered, with mandatory steps to enforce specific actions or with greater flexibility and limited guidance. Manage Operations - NICE Work Manager provides comprehensive reporting and operational dashboards, giving your supervisors and management unparalleled insight into Back Office operations. Benefits Work more efficiently, with all relevant information consolidated into a single source. Reduce training time and costs, while providing consistency in work processing. Prioritize work to avoid cherry-picking, ensuring cases with higher levels of priority are handled first, impacting both compliance and customer satisfaction. Enforce compliance, mandatory fields, collaboration, deadlines and more with built-in workflow guidance. Proactively monitor service levels and address service-level compliance risks with real-time and historical KPI metrics, across all work types and departments.

8 CONTACTS Global International HQ, Israel, EMEA, Europe & Middle East, T , F T , F Americas, North America, Asia Pacific, Singapore Office T , F T , F The full list of NICE marks are the trademarks or registered trademarks of Nice Systems Ltd. For the full list of NICE trademarks, visit All other marks used are the property of their respective proprietors. ABOUT NICE SYSTEMS INC. NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, s, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. WP-#### 00/2016 Contents of this document are Copyright 2016.