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NICE BACK OFFICESOLUTIONSImprove the Efficiency andEffectiveness of Your BackOffice OperationsInsight from Interactions www.nice.com

INTRODUCTIONIn today’s competitive marketplace, your company has to meet, ifnot exceed, your customer’s expectations across all departmentsfrom the contact centers that interface directly with yourcustomers to the back offices that handle the equally importantwork of billing, claims processing, customer administration, orderfulfillment, etc.ability to guide or enforce best practices for process efficiency. Backoffice process automation is also lacking, resulting in inefficienciesfrom many time consuming, manual work steps and manual copyand paste data entry errors. While these challenges are daunting,there are solutions that can help you overcome these challenges.OVERVIEWWith the NICE Back Office Suite, you’ll have solutions designedIn addition to the contact center, back offices are crucial tospecifically to handle the complexities and challenges of backdelivering a good customer experience with your company. Byoffice operations with workforce management, performanceconsistently providing superior performance, your back officemanagement, process management and quality management.can improve customer loyalty, thereby lowering customer churnIf you are using NICE SmartCenter solutions in your contact centerand increasing your company’s profitability. However, poortoday, you can easily extend them into your back office and benefitperformance from data entry mistakes, billing errors and processingfrom a unified solution to capture and analyze operational datadelays leads to customer dissatisfaction and defections whileacross the enterprise. Using this information, you can take actionincreasing operating costs at the same time.to impact customer satisfaction and organizational performanceBACK OFFICE CHALLENGESand optimize customer dynamics. If your contact center agentsalso help with back office work during low call volume hours or on aThe back office operations are complex with many differentscheduled basis to give them some work variety, a unified solutiondepartments in various geographical locations, employees thatis much easier to use than attempting to manage a single workforcespeak different languages, have different skill levels and use manywith two different solutions.different desktop applications. The completion of processes thatspan many desktop applications and the quantity of manual orpaper-based work make it difficult to capture the work throughputand real-time data to manage the workforce effectively. Added tothese complexities are the frequent desktop application updates,changing processes and compliance requirements that the backoffice employees must quickly master.NICE IEX Workforce Management provides data integration,planning, forecasting, scheduling, intraday management, timeoff management, historical and real-time schedule adherence,employee and supervisor access and more. The NICE PerformanceManagement solution provides balanced scorecards, operationaldashboards and custom reporting. The NICE Back Office ProcessManagement provides solutions specifically to manage the backWith the complexity of the back office, management has aoffice, including: desktop data collection, desktop monitoring,challenging job to run an efficient operation and find waysreal-time process guidance, real-time process automation andto improve productivity, reduce errors, improve the customercompliance, and real-time KPI dashboards and alerts. NICE Qualityexperience and minimize costs. These challenges are acerbatedManagement provides desktop screen recording and playback,by the lack of accurate and timely operational data for planning,quality evaluation tools and the ability to create coaching packagesforecasting, scheduling, monitoring, performance managementand deliver them to the employee’s desktop.and quality management. In addition, the back office often lacksstructured processes, insight into process best practices and theInsight from Interactions

Solution BenefitsI mprove back office operational efficiency andeffectivenessThe Multi-channel module works with the Multi-skill module,a patented technology with embedded simulation enabling youto realize the full potential of skills-based routing and multi-skillemployees. This feature understands how work items will flow oost throughput with fewer employees and lessBcost to improve profitabilityto every site and how they will be delivered to employees once Consistently meet your service level agreements (SLAs)and schedules for multiple work types to meet SLAs. Increase employee and customer satisfaction apture real-time data from various business systems,Cdesktop applications and manual processes into aunified solution for easy access and analysis utomate planning, forecasting, scheduling, andAchange management tasks across the enterprise et visibility into back office processes, employeeGproductivity and performance Improve back office employee performance se insights from performance data for betterUdecision makingthey reach each location, thereby generating accurate forecastsIn addition to the benefits derived by integrating multi-channeland multi-skill capabilities, other optional modules of WorkforceManagement are valuable assets in the back office: WebStation Plus provides online browser access for supervisorsand employees for schedules, schedule updates, schedulereminders, schedule change requests, schedule trades, schedulebids, schedule preferences, time off management, reportsand KPIs Time Off Manager automates the task of paid time off andvacation and holiday approval for back office personnel Increase productivity and lower error rates Real-time Adherence and Historical Adherence provide the Ensure regulatory and internal compliancetools to monitor and manage unplanned shrinkage to ensureemployees are working as scheduled so that SLAs are met SmartSync Exchange automates the synchronization of dataCRITICAL CAPABILITIESbetween Workforce Management, your HR system, yourNICE IEX Workforce Managementworkflow system, and other back office support systemsThe NICE IEX Workforce Management system, a NICE SmartCentersolution, forecasts and schedules work volumes and handlingtimes. The Workforce Management system provides a solidfoundation for accurate forecasting, planning and scheduling.For back office operations, the NICE IEX Workforce ManagementMulti-channel module integrates forecasting, schedulingand planning in a multi-channel environmentfor non-immediate work types like billingand claims. After creating a bi-level forecastof the work item arrivals and when theyshould be handled, Workforce Managementcreates schedules designed to ensure youhave the right people covering the rightwork types at the right time. The systemprovides the flexibility for you to specifythe delivery time of the service from yourservice level agreements (SLAs) for eachtype of work. Also, with Multi-channelyou can manage the backlog so you canmeet your SLAs.www.nice.com

PERFORMANCE MANAGEMENTBACK OFFICE PROCESS MANAGEMENTThe Performance Manager module provides a single,comprehensive solution for tracking, reporting and managingperformance throughout all levels of your back office operation.With pre-built metrics, key performance indicators, dashboards,scorecards and reports, you’re up and running quickly witha tool that you can begin using right away. PerformanceManager provides each back office employee a single, integratedperformance scorecard. Scorecards are available to individualemployees, supervisors, managers and executives and displaydetailed performance information and metrics that areappropriate for the individual.Workforce management and performance management systemsrely on your data being stored and accessible through your backoffice systems. However, for back office work, oftentimes thosesystems do not track the number of work items handled peremployee or accurately track the time it takes to handle eachwork item.BenefitsImprove employee performance and productivityEnable back office employees to self-manage their performanceA llow managers to quickly and easily view, manage and improveteam performanceP rovide customized scorecards to show employees their actualperformance vs. targets, history and team averagesD rive corporate goals by setting and communicating KeyPerformance Indicators (KPIs) throughout your organizationU se goal weightings to set and modify employee behavior tosupport changing business goalsEnable supervisors and managers to spend more time mentoringWithout accurate work data it can be difficult or impossible todetermine the average handling time of various back office tasks,thereby preventing accurate forecasts and efficient schedules to becreated. Oftentimes there is little visibility into individual employeeperformance and adherence. In those cases, the key is to pullthe information you need directly from your employees’ desktopapplications and compile that for use in Workforce Managementand Performance Management. This capability is now possiblewith the Back Office Process Management solution.DESKTOP DATA COLLECTIONThe Desktop Data Collection module allows you to define backoffice workflows and then it automatically collects accurate datafor the number of work items handled and the handling time peremployee and per back office work type. This data is fed to NICEIEX Workforce Management for the historical data needed forforecasting, scheduling and change management; it is also sent toPerformance Manager for balanced scorecard KPIs. You can alsocapture any desktop application data to store transaction valuesand customer-specific information for business and customerintelligence reporting.M ake faster, more accurate decisions with dashboard visibility ofoperational data and allow drill down from the enterprise level allthe way to the employee levelBack Office Process ManagementInsight from Interactions