Video and voice transaction analysis technology developer NICE Systems Ltd. (Nasdaq: NICE; TASE: NICE) has developed a solution for back office operations.
The NICE Back Office suite is the company's first foray into those operations. The software suite includes workforce management and real-time guidance and compliance capabilities.
The software is based on the combination of solutions from NICE and real-time decisioning and guidance solutions developer eglue. NICE recently bought eglue for about $29 million, and the price can rise by another $6 million based on certain performance criteria. The acquisition is anticipated to close during the third quarter of 2010.
According to NICE, back office operations often employ a significantly larger workforce as compared to contact centers. Although the back office faces similar business issues to those faced by contact centers operations, it typically lacks solutions for effectively managing the workforce as well as ensuring efficiency and compliance.
DMG Consulting president Donna Fluss said, "Back office operations are highly labor intensive. Enterprises need tools to measure their performance so that they can optimize staff utilization, labor allocation and quality. Over the past fifteen years, enterprises invested heavily in back office projects that automated paper and process flow, but neglected to invest in effective tools to manage their people. Real-time decision and guidance solutions address this issue and are as valuable for back office activities as they are for contact centers."
NICE shares fell $0.30 yesterday to close at $28.01. The share is down from $31.04 in 2010.
Published by Globes [online], Israel business news - www.globes-online.com - on June 23, 2010
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