Workforce Management

Schedule with Precision. Engage your Employees.

You need a workforce management solution that can digest the complexity of your organization and produce precise forecasts and clear action. That’s exactly why NICE IEX Workforce Management leads the market in share and product innovation.

Workforce professionals have made NICE IEX the top choice for over 20 years, because building top-notch capabilities is simply what we do. Solution depth and configurability delivers highly tuned forecasts and schedules, and automates processes to free you to focus on higher value activities. Simple end user interfaces make it easy for every employee to ‘own’ their schedule and their performance. The result? More engaged employees and a more efficient operation.

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 skills types into your forecasts and schedules.

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

  • 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 only 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.

Above are some of the many reasons that NICE hosts the world’s largest community of workforce management professionals. When you join NICE, you become part of a community of thought leaders. We want to help you engage your employees and engage your peers.