​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​The Intelligent Workforce Management (WFM) Suite

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Do you know who uses NICE Workforce Management Solutions? More than two thousand customers and 2.7 million users trust NICE WFM to deliver the power of artificial intelligence (AI) and machine learning (ML). From single sites to global omni-channel enterprises, call centers of all sizes are leveraging NICE WFM to gain visibility across the front and back offices, optimize scheduling and automate time-consuming process tasks.

​The only workforce management solution on the market with embedded AI and ML, NICE WFM is the most advanced and most accurate workforce management tool to date. It uses intuitive decision-making to uncover hidden patterns, make accurate forecasts and identify the best forecasting model. NICE WFM combines the latest technologies with the most agent-friendly solution. It’s the Intelligent WFM suite that engages contact center employees and empowers teams like never before.

NICE Workforce Management Solution: the only workforce management solution with embedded AI and ML  

​8 New Capabilities of NICE Workforce Management Solutions


  1. Forecast accurately – Manage your workforce more effectively and eliminate over-staffing with AI and ML-powered predictive analytics. Leverage the market’s most advanced AI and ML tools to find unseen patterns in the historical data used to generate forecasts of volume and work time. NICE WFM’s intelligence learns the efficiencies and gaps in forecasting unique to each interval and work stream in your contact center, and it flexibly adjusts to overcome them. Natively use our unique, industry-leading forecasting algorithm that utilizes interval-specific weighted moving average methodologies or leverage new advanced forecasting methods with Box-Jenkins ARIMA, exponential smoothing and multilinear regression. Allow the solution to review the algorithms and select the best choice for your specific needs.  

  2. Simulate real-world prioritization​, routing and skill assignments to determine work allocation expectations, deferrable work propagation and multi-site/multi-skill efficiencies. Use robust new algorithms that support the forecast parameters of NICE WFM and simulation of exact routing rules to generate extremely accurate staffing requirements. AI capabilities learn the skillsets of individual employees and generate forecasts that precisely reflect the multi-skill capabilities of your contact center. Utilizing machine learning, NICE WFM optimizes scheduling and determines the best model to use on a day-by-day basis.

  3. Schedule flexibly - Manage backlogs and eliminate overstaffing for virtually any scheduling methodology or work-rule environment by applying different approaches for different departments, locations and individuals. AI and ML capabilities ensure that coverage is provided and automatically assign schedules based on agent capacities or allow them to bid on preferred times. This makes your agents partners in solving staffing scenarios while ensuring that business needs are met – the key to NICE WFM’s success.

  4. Manage change - Monitor and proactively respond to changing conditions in real-time with intuitive intraday change management tools.

  5. Minimize training time with an easy-to-use modern interface - The NICE Workforce Management Suite features a modern, unified look that simplifies processes and navigation between applications, facilitates integration with other NICE Workforce Optimization solutions and sets the foundation for add​itional user experience enhancements.

  6. Integrate with any solution - Our systems are API-friendly, easily integrate with all leading ACDs and can integrate with other solutions using SmartSync, reducing manual processes, data entry, risk and cost.

  7. Manage your system with ease - Real-time diagnostics and high availability ensure maximum uptime. Alarms and alerts using Simple Network Management Protocol allow you to minimize downtime by catching system issues before they become critical. Market-standard resiliency, built-in redundancy and disaster recovery procedures ensure that employees will be able to meet objectives even if a component fails or disaster strikes.

  8. Harness the power of the cloud - Why use up your precious scarce resources to manage complex IT infrastructures and technologies? You can choose from cloud models that fit your business needs and scale, expand or contract instantaneously. Simple. Flexible. Efficient.

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Watch your CSAT scores soar​

Delivering a better customer experience is always the bottom line, but the path to higher client satisfaction lies in the ability to engage and empower your agents. With NICE WFM’s intelligence assigning schedules based on agent skill sets and managing real-time adherence priorities for the back office, you can ensure higher performance and productivity across your entire workforce. And that translates to faster issue resolution and happier customers.

​​Motivate teams and realize intraday optimization

Employee Engagement Manager (EEM) also extends and enhances existing workforce management functionality, enabling organizations to achieve customer service goals with greater ease and efficiency. EEM eliminates the intraday stress of ensuring agent resources are optimally aligned with customer demand by identifying solutions to address staffing gaps, proactively managing agent communication and by automatically adjusting schedules in NICE Workforce Management suite. Gamification points and rewards motivate employees to improve performance and provide an incentive for selecting hard-to-fill shifts.​

EEM enables agents to manage their own schedules in real time:

  • Anytime, anywhere access to schedules via iOS and Android phones
  • Personalized communication
  • Schedule change options based on skills, preferences and availability
  • Ability to self-schedule training for the time of day when agents are most alert

​EEM frees supervisors to focus on leadership and coaching:

  • Real-time visibility into communication between agents and administrators
  • Intraday Voluntary Time Off/Overtime empowerment

​​For additional information please see Employee Engagement Manager.​

​​​​NICE User Group Community

NICE also hosts the world's largest community of industry professionals. The NICE User Group (NUG) helps members optimize the value of NICE applications in their organizations through sharing of best practices. The group partners with NICE to provide an online environment for members to interact and share knowledge. NUG also works closely with leadership at NICE to influence product and service direction. To learn more about the NICE User Group (NUG), please visit www.niceusergroup.org​​
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