Connect – integrating skills into everyday operations
Connect seamlessly with enterprise applications
The understanding of your organisation's Skills DNA that Silver Lining provides is a significant business asset and an invaluable resource. Crucially, Silver Lining has been developed in a way that ensures you can maximise the value of that asset - by connecting seamlessly with enterprise applications and legacy systems through a range of import and integration options.
How it works
The Skills DNA database at the core of the Silver Lining solution can interface directly with key business tools, meaning that the bit that matters most - the data itself - can be harnessed by a range of other applications. This:
For example, Silver Lining is a key component of the new Genesys Workforce Optimization suite, and our solution significantly enhances the Genesys CIM platform - linking skills directly to call routing and supporting scheduling and other workforce management tasks. Visit the Genesys website for more information.
Other performance data sources that can be imported into the skills DNA database include:
- provides the basis for connecting inter-departmental operations
- informs strategic planning
- adds new functions to many legacy systems
For example, Silver Lining is a key component of the new Genesys Workforce Optimization suite, and our solution significantly enhances the Genesys CIM platform - linking skills directly to call routing and supporting scheduling and other workforce management tasks. Visit the Genesys website for more information.
Other performance data sources that can be imported into the skills DNA database include:
- CRM sales data
- HR information
- Contact handling statistics
- Quality Monitoring scores/ratings
Analyse - generate unprecedented insight into what skills each member of staff or each team has, and what skills drive improved performance.
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Evaluate - use Silver Lining to understand the existing skill levels of each member of your team quickly, consistently and efficiently.
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Plan - through integration into Workforce Management systems build training plans focused on key organisational or departmental outcomes.
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Manage - actively monitor outcomes of training, and give staff the tools they need to manage their own development.
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Optimise - ensure the right employees take on the right tasks at the right time, making best use of their skills.
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"Servicing the Savvy Generation"
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"Servicing the Savvy Generation"
Genesys CME contact routing engine:
dynamically update skill types and levels to optimise routing systems and support multi-skills based routing.
Genesys Workforce Management:
plan, manage and optimise customised training plans based on Service Level impact, agent, trainer and training room availability.
NICE/IEX Workforce Management:
available in 2011.
Learning Management Systems:
drive fully Integrated, individualised learning and reporting from a centralised 'hub' for development.
CRM and performance management systems:
Import key performance data and use this to identify training needs, build training plans and update skills data stored in the contact routing engine.
HR systems:
connect to HR systems to import organisational and reporting structures, and export skills and training data for career development and staff incentive schemes.
Quality Monitoring Systems:
Import QM scorecard and other performance data to identify training needs, build customised training plans and dynamically update skills data in contact routing engines.
dynamically update skill types and levels to optimise routing systems and support multi-skills based routing.
Genesys Workforce Management:
plan, manage and optimise customised training plans based on Service Level impact, agent, trainer and training room availability.
NICE/IEX Workforce Management:
available in 2011.
Learning Management Systems:
drive fully Integrated, individualised learning and reporting from a centralised 'hub' for development.
CRM and performance management systems:
Import key performance data and use this to identify training needs, build training plans and update skills data stored in the contact routing engine.
HR systems:
connect to HR systems to import organisational and reporting structures, and export skills and training data for career development and staff incentive schemes.
Quality Monitoring Systems:
Import QM scorecard and other performance data to identify training needs, build customised training plans and dynamically update skills data in contact routing engines.
