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What is NICE Employee Engagement Manager (EEM)?

The NICE Employee Engagement Manager (EEM) serves as a pivotal component of the NICE Intelligent WFM SuiteTM, delivering an all-encompassing workforce management solution that emphasizes intelligent automation for managing daily operations. EEM improves staffing efficiency following the release of WFM schedules, effectively responding to staffing requirements both during the day and in the upcoming weeks. By actively identifying staffing gaps, EEM prevents potential challenges before they escalate. It adeptly resolves staffing shortages by constantly and automatically detecting vacancies, selecting appropriate substitutes, customizing shift change suggestions, and ensuring that all schedules are updated without delay. Moreover, EEM enhances employee participation by offering personalized self-scheduling options along with pre-approved selections for immediate and short-term requirements, providing round-the-clock access through various channels, and delivering timely updates about schedule changes via alerts on desktops and mobile applications. This method not only optimizes operations but also cultivates a workforce that is more engaged and adaptable, ultimately leading to improved job satisfaction and productivity among employees.

What is Kova?

Kova stands out by transforming each customer interaction into a valuable opportunity. Our cutting-edge software solutions empower your contact center to greatly reduce average handle times while providing vital speech analytics and insights into customer sentiment, enabling you to collect essential data that enhances future interactions. Furthermore, our platform supports efficient management of your call center team through strategic scheduling, targeted training, and tools designed to boost productivity. Recognizing the substantial costs associated with acquiring new customers, we emphasize the importance of keeping your current clientele satisfied as a fundamental aspect of your business's success. Kova’s comprehensive recording solutions for contact centers deliver a powerful platform for thorough multimedia recording, evaluation, and storage of calls. With a user-friendly interface, your team can easily access audio and screen recordings, quality assurance data, speech analytics, and more, providing you with the crucial information needed to maintain customer loyalty. Additionally, we implement context-aware and dynamic customer surveys to collect feedback across multiple communication channels, ensuring a holistic approach to customer engagement. By utilizing these advanced tools, your organization can foster a customer service environment that is both more responsive and effective, ultimately driving long-term success. This commitment to enhancing customer experiences positions Kova as a leader in the industry.

Media

Media

Integrations Supported

AmplifAI
Cisco CX Cloud
Eventide Elevate
Everbridge IT Alerting
Verint Community

Integrations Supported

AmplifAI
Cisco CX Cloud
Eventide Elevate
Everbridge IT Alerting
Verint Community

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

NICE

Date Founded

1986

Company Location

United States

Company Website

www.nice.com/engage/workforce-optimization/employee-engagement-manager/

Company Facts

Organization Name

Kova

Company Location

United States

Company Website

www.kovacorp.com/products/workforce-optimization

Categories and Features

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Categories and Features

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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