NICE today announced the release of its NICE Adaptive Workforce Optimization (AWFO) solution version 2.0, that personalises performance development processes and activities including training and coaching to improve employee engagement. A cloud native solution, that can be integrated as part of NICE’s CXone platform, is rapidly deployable and consistently delivers new features and functionality. NICE AWFO version 2.0 continues to highlight the company's commitment to innovation in Workforce Optimisation by leveraging analytics, gamification and additional tools to offer a tailored employee experience, thus increasing their retention and driving simultaneous improvement across multiple key performance indicators (KPIs).
In its February 2018 Magic Quadrant for Workforce Engagement Management* report, Gartner stated:
"This need to be operationally "well run" is still an important consideration and is at the heart of a WEM solution. But various key market shifts have occurred since the inception of WFO that now need to be factored in. Each of these factors requires much more emphasis to be placed on the employee".
NICE AWFO 2.0 allows significant personalisation of the employee experience based on each employee’s unique metrics, attributes and preferences, thus improving employee effectiveness and lowering attrition. Training can also be tailored to the employee’s profile (Persona). Together this can contribute to employees delivering better customer service, which enhances customer satisfaction and lowers costs. In a recently published case study, a leading organisation using NICE Performance Management Solutions, which now include AWFO, saw an almost 600 percent increase in positive experience indicators.
Key capabilities of the new version include:
- Employee 'Persona': Multi-dimensional employee 'Persona' to personalise performance management processes and activities
- Adaptive goals, insights and actions: Advanced rules engine that underpins all ‘Adaptive Goals’, 'Adaptive Insights', and 'Adaptive Actions', enabling the most scientific goal setting integrated with near real-time, personalised issue identification and action recommendation
- eLearning and gamification: 'Knowledge Trivia' e-learning module with quizzes on new material and the ability to earn points as incentives, including integration within coaching packages, thus incentivising the successful completion of coaching activities
Miki Migdal, President, NICE Enterprise Product Group said:
