NICE Learning™ Powered by Knowlagent

NICE Learning™
Powered by Knowlagent
P R O D U C T D ATA S H E E T
OVERVIEW
Timely, targeted agent training is more critical than ever in today’s contact centers. Agents’ jobs are becoming
more complex as customers expect higher levels of service. But in the fast-paced contact center environment,
it is increasingly difficult to find time to take busy agents away from their stations for training.
NICE has partnered with Knowlagent, the leader in e-Training solutions, to create NICE Learning™, a
comprehensive solution for electronic learning and assessment. NICE Learning delivers multimedia e-Training
directly to the agent’s desktop. Targeted training modules can be triggered based on Quality Monitoring scores
to deliver the specific training agents need, when they need it.
Desktop delivery of concise, complete training modules enables your contact center to make the most effective
use of agents’ time by allowing them to train at their desk during low call volume periods or during scheduled
breaks. Built-in assessments allow testing of agent understanding after the training session. This flexibility
significantly reduces time spent in the classroom - and the demands on trainer resources.
BENEFITS
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Improve training efficiency – targeted training based on agent evaluations expedites the learning process.
Reduce training time and “herding” costs – concise, complete multimedia modules delivered to the agent’s
desktop reduces the need for time-consuming classroom sessions.
Develop content easily – authoring tools make it easy to develop targeted training modules from scratch
and to use content already created. Import PowerPoint, recordings, links to Web pages, and more.
Motivate and retain agents – regular, tailored training demonstrates commitment to agents’ career
development.
Measure success – quickly identify who has been trained and track improvements.
Maximize downtime and low call volume periods – train agents at their desktop with just-in-time targeted
training and coaching.
F E AT U R E S
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Integration with NiceUniverse® QM applications allows
users to deliver specific training modules based on
quality evaluation results and agent profiles.
Complete ACD and Workforce Management integration
ensures the right training is sent to the right agent at
the right time.
Create multimedia training presentations and import
NICE recordings to use as “how to” examples of good
service or proper system navigation using screen
recordings.
Create quizzes or a “Question of the Day” to assess
knowledge and understanding.
NICE Learning Student Module
Administer training content, easily import materials,
organize training folders by topic and set prerequisites.
Real time, user-friendly reports allow supervisors and managers to track training with quiz results, along
with quality scores from NiceUniverse.
Call simulation software provides “mock” customer calls prior to handling real customers (optional).
To get the most out of your training content and deployment strategies, e-Learning professional services
are also available (optional).
SYSTEM REQUIREMENTS
S T U D E N T, M A N A G E R , B U I L D E R A N D R E P O R T S ( m i n i m u m )
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NT Workstation, NT Server, Windows 2000
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Pentium II 300 MHz
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64MB+ RAM
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50MB available HDD storage
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Internet Explorer 5.01 or above
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Optional sound card and speakers
NICE Learning SERVER (500+ USERS)
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Microsoft Windows NT 4.0 Server, 2000
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Min. Pentium III 800 MHz
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512MB+ RAM
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32X+ CD-ROM
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10GB available hard disk space
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SCSI hard drive
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Internet Explorer 5.01 or above
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100 Mbps network card
Supervisor
with NICE
workstation
LAN
CTI Server
(optional)
agent
position
NiceLog
agent
position
NiceCLS
NICE
Learning
Server
NiceScreen
(optional)
PBX/ACD
extensions
tap
WFM Server
(optional)
dedicated
trunk
trunks
NICE
Web Server
PSTN
trunks tap
LAN
customer experience management
1445 Donlon Street, Suite 1
Ventura, CA 93003 USA
Phone (800) 644-9525 ext. 110 Fax (888) 644-6979
[email protected] www.tvps.com