March 7, 2013
NICE Systems (NASDAQ: NICE)
and Silver Lining Solutions
today announced a partnership that will help organizations achieve greater enterprise-wide value from advanced workforce optimization (WFO) technologies. The joint NICE-Silver Lining offering enables organizations to build a comprehensive skills management strategy and better measure the impact of agent training. It uses real agent performance data to create, manage, and enhance tailored training plans at scale.
Silver Lining Solutions offers two innovative products - Optimizer and Planner - that help companies improve employee performance and training. Optimizer identifies the performance metrics most associated with business impact, allowing organizations to deliver targeted training content. Planner automatically schedules and manages training plans for individual employees based on their performance. Silver Lining Solutions can be deployed on-premise or in the cloud.
"There is a need in the market to focus training on the right topics and to target the right people in order to create a multi-skilled workforce. The combination of NICE's expertise in
and Silver Lining Solutions' ability to pinpoint and address employee skills and knowledge gaps impacting performance puts us in a unique position to meet this need," said
, CEO, Silver Lining Solutions. "Previous collaboration projects produced valuable improvements in employee productivity, increasing revenue and efficiency in parallel. We look forward to offering this approach to a wider customer base through our partnership."
"We are excited to formalize our partnership with Silver Lining Solutions. We share a vision for how WFO can help companies better engage their employees to increase revenue, decrease cost, and enhance customer experience," said
, President of the Enterprise Group at NICE. "It's critical that organizations engage and grow frontline and back office talent. Silver Lining's solutions feature a powerful method for expanding skills by offering the right training at the right time. It's an ideal complement to the coaching workflows and best practices library provided by our WFO solutions."
The partnership builds on prior, customer-initiated collaboration activities to improve frontline training and expand employee skill sets with the aim of increasing productivity and profit across contact centers, back offices, and branches.