Every contact center strives to balance agent scheduling and performance with an ideal customer experience. But many contact center operations face big hurdles like budget limitations, decentralized workforce, existing on-premise telephony investments and an overworked or understaffed IT department.
How are you supposed to control costs, optimize operations, and keep up with compliance mandates, all while making every customer interaction exceptional?
There is much talk in the industry today about the impact a hybrid cloud model can have on workforce optimization (WFO) efforts. The idea being that moving some on-premise contact center applications to a cloud-based model can create valuable cost-saving and productivity-boosting benefits—specifically, WFO functions that thrive with the flexibility and agility a cloud-based solution can provide. It's equally important for contact centers to maximize the on-premise telephony investments they've made, in order to avoid a "rip and replace" deployment and minimize disruption to daily contact center operations.
According to a
recent article from Donna Fluss at DMG Consulting, flexible deployment models are a must. "A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity," said Fluss. I couldn't agree more.
The best of both worlds
At NICE inContact, we are leveraging our 30 years of experience building solutions for contact centers combined with the world's #1 cloud customer experience platform to create a true hybrid approach to WFO solutions—specifically designed with flexibility, affordability and ease-of-use that modern contact centers require.
We've approached our product development strategy with:
- A clear focus on those WFO capabilities that generate greatest efficiency and benefits in a cloud environment, and
- A steady foot on-premise to ensure seamless integration to virtually any contact center telephony infrastructure with unimpeded compliance.
This true hybrid methodology enables contact centers of all sizes to quickly deploy advanced WFO, using pre-built integrations to on-premises telephony, backed by the highest level of security and reliability. On the front end, it translates to a unified experience for agents and supervisors alike, allowing contact center leaders to significantly accelerate new agent onboarding and reduce turnover.
Making the move at your own pace
Flexible deployment options with
NICE inContact CXone WFO Pro empower contact centers to take the path to the cloud that makes the most sense for their business today—or in the future. CXone WFO Pro combined with your on-premise telephony provides your operation with integrated WFO applications today that have a rich roadmap for tomorrow.
Bring new capabilities to your contact center such as 'voice of the customer' and deep interaction analytics, all available inside CXone WFO Pro. When you are ready to fully transition your entire contact center platform to the cloud, the NICE inContact advanced omnichannel routing platform is ready for you, all while maintaining your existing WFO data.
As our own Chris Morrissey, Vice President, NICE WFO and SMB said: "CXone WFO Pro truly empowers contact centers to work smarter and respond faster in a modern, dynamic environment—and now provides all contact centers with a seamless path to 'full cloud' when their operations are ready."
Choosing a cloud-based WFO option is a strategic business decision, and as such, you should have control over the speed of that transition. That's why NICE inContact is committed to providing a unified experience across our
WFO solutions and making it easy to add advanced functionality as your business grows.
Our mantra? Move at your own pace toward the cloud, while keeping one foot on the ground.