​​​​​​​​​​​​​​​​​​​​​​​​​​Workforce Management (WFM)​

Empowered. Engaged. Indeed.

Do you know who uses NICE WFM? More than two thousand customers and 2.7 million users, that’s who. 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.  More versatile, accurate and reliable than any workforce solution to date, it engages employees and empowers your teams like never before. 
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NICE WFM 7.0 adds new capabilities to the existing capabilities to make the most used WFM solution on the market even more powerful.

  • Forecast accurately – Manage your workforce more effectively and eliminate over-staffing.  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. 
  • 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. 
  • Schedule flexibly - Manage backlogs and eliminate overstaffing for virtually any scheduling methodology or work-rule environment, applying different approaches for different departments, locations and individuals. Automatically assign schedules based on agent capacities or allow them to bid on preferred times. 
  • Manage change - Monitor and proactively respond to changing conditions in real-time with intuitive intraday change management tools. 
  • Access anytime with mobile - A constantly evolving mobile application empowers your workforce and enables employees to manage schedules and view activities, notes and details on any iOS or Android phone. 
  • Minimize training time with an easy-to-use modern interface. - The NICE WFM 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 additional user experience enhancements.
  • 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.
  • 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.  
  • ​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.​

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. By assigning schedules based on agent skill sets and managing real-time adherence priorities for the back office as easily as you do for the front 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 WFM 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 intelligently identifying solutions to address staffing gaps, proactively managing agent communication and by automatically adjusting schedules in NICE WFM. 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.niceus​​e​rgroup.org

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