Workforce Optimization

Overview
WORKFORCE MANAGEMENT SOLUTION

No matter the number of skills your call center reps have or how many sites or contact channels your company operates, the NICE WFM system is up for the task. The solution offers you:

Transparency: Factor multiple methodologies, contact channels, departments and skill types into your forecasts and schedules.

Insight: Real-time visibility into service queues and employee adherence so you can take early action to solve issue.

Motivation: Simple end-user interfaces and tools to ensure employees own their schedules and performance – requesting time-off, trading shifts and sharing ideas.

Cloud: All the scale and performance of enterprise software, available on-premise, or via the cloud.

As your call center grows in size and complexity, NICE software keeps pace. We scale with you, so you always meet the needs of your employees, deliver great customer experiences and operate with maximum efficiency.

NICE offers solutions that lead their respective categories. You can amplify your investment in with:

Performance Manager Module Report on every WFM and Quality Management KPI. Target coaching at the right people and topics and measure the impact on your organization.

Interaction Analytics Generate insight from speech, text and transaction analytics to further inform your forecasting and scheduling approach.

Back Office. Expand your scheduling footprint across contact center, back office and branch. When you share a common platform you can optimize across departments, better sharing the load and utilizing available resources.

Key Benefits:

Reduce Administration: Automating the manual tasks associated with forecasting and managing employee schedules slashes administrative time and increases the productivity of managers and supervisors.

Improve Forecast Accuracy: Having an accurate picture of how many employees are needed to handle projected work volume for every contact channel is the key to minimizing costly overtime.

Increase Employee Productivity: Productivity grows when supervisors have real-time and historical visibility into the actual work activities of their employees.

Operate Efficiently and Reduce Costs: NICE IEX Workforce Management software has enabled companies worldwide to meet their service level objectives while improving operational efficiency and reducing costs.

Grow Customer Satisfaction: When departments within an enterprise work together to ensure customer contacts and back office processing tasks are handled more efficiently, greater customer satisfaction is the direct result.