Workforce Management

Submitted by Anonymous on Tue, 06/08/2010 - 08:52
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Proven Technology for Workforce Management

NICE has consistently been first to market with unique workforce management functionality that drives operational efficiency. It offers powerful multisite workforce management, drag-and-drop schedule editing, custom agent preferences scheduling, skills-based planning and scheduling, vacation and holiday scheduling, and advanced call center forecasting and scheduling for multimedia customer contacts.
 
NICE IEX Workforce Management is the first workforce management system built on the Eclipse Rich Client Platform. This platform streamlines graphical user interface (GUI) development and testing as well as the application build and packaging process, making it possible for developers to quickly innovate and introduce new features.
 
NICE IEX Workforce Management accommodates virtually any scheduling methodology. It takes into account business rules, policies and service goals while keeping agent preferences in mind when automatically assigning schedules. The system’s patented technology even lets agents rank their schedule preferences to help ensure their satisfaction with their schedules. Alternatively, the software can create schedules that are assigned through a Web-based automated bidding process. Call centers can also use a combination of these methods.
 
NICE IEX Workforce Management fits the way you do business, not the other way around. The system is highly configurable to accommodate your business methodologies. This flexible, configurable workforce management software enables you to:
 
  • Deploy the system on a single server or in a distributed architecture
  • Install the system at your site or as a hosted model
  • Choose from an Oracle or PostgreSQL database
  • Connect to the automatic call distributor (ACD), dialer or multimedia contact router of your choice to retrieve historical and real-time information
  • Access integrated performance management scorecards, dashboards and reports to monitor and boost agent performance
  • Aggregate all key workforce management data for viewing, analyzing and editing according to relevant business dimensions (e.g., forecasts and schedules can be aggregated by site or by line of business within a site)
  • View schedule adherence across all communication channels to get a clear picture of agents’ work on scheduled tasks
  • Set your language preference—Brazilian Portuguese, English, French, German, Japanese, Simplified Chinese, Spanish and Russian (WebStation features are also available in Danish, Dutch, Hungarian, Italian, Polish, Portuguese and Swedish)
 
NICE IEX Workforce Management provides powerful functionality to accurately and holistically manage call center forecasting and scheduling as well as the performance of individual agents and your center as a whole. Click to learn more about contact center operational efficiency solutions  and revenue growth from NICE.