​Workforce Optimization Software ​

The Future of Customer Service

The future of customer service necessitates organizations to know more than what they know today! Knowledge is power and having an engaged and informed workforce makes all the difference in customer service. Powered by advanced analytics, NICE Workforce Optimization (WFO) solutions provide:

  • Insight on the customer journey which makes them feel valued and enables employees to provide service that is relevant and meaningful.
  • Pinpoint performance strengths and weakness giving employees a roadmap that ensures meaningful growth with rising levels of service.
  • Ensure high levels of compliance that deliver operational control and business confidence.

NICE Workforce Optimization Solutions

NICE WFO is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Adaptive WFO technology is an integral part of the solution suite which uses analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.

WFO Solution Benefits

  • Optimize operational performance and reduce costs – Manage agent and workflow processes across various functions proving a unified view of your contact center performance.
  • Improve customer experience & retention – Turn the voice of the customer into actionable insights from identifying coaching and self-evaluation opportunities to optimizing schedules by implementing the right agent at the right time.
  • Identify cross-sell, up-sell opportunities in real-time – Automate business processes with real-time guidance and insights to identify areas of improvement and revenue opportunities.
  • Empower employees to perform their best – Leverage analytics-based modeling to dynamically personalize contact center processes, such as scheduling, coaching, training, evaluations, and motivational incentives, at an individual agent level.

WFO Solution Applications

Workforce Management
Workforce management can be tailored to support the specific forecasting, scheduling and change management needs of your organization. To support a broad scope of businesses initiative, NICE WFM integrates with a diverse number of contact center solutions and technology.
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Performance Management
Only NICE has a Performance Management that serves as a single source of truth-connecting systems from across your organization which provides valuable insight at the fingertips of the frontline. Align your employees around clear, individual goals and performance data.
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Quality Management
Boost your quality program by focusing on the highest impact integrations. Analyze what is said and what is done on the desktop to identify quality improvements and deliver targeted training.
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Interaction Analytics
Leverage multi-channel voice and text interactions to drive actionable business decisions. Augment your quality program with analytics to uncover significant improvements that can be made in agent productivity and their effectiveness.
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Real-time Guidance and Automation
NICE Real-Time Process Optimization provides your agents with real-time next-best-action recommendations, an intelligent decisioning engine, and process automation for reducing desktop complexities.
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Solution Platform

NICE Advanced Interaction Recorder (AIR) and Engage
This scalable, secure and robust, multi-channel interaction recording platform provides a foundation for NICE WFO applications.
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In addition to NICE’s on premise and hosted solutions, the next generation WFO integrated cloud platform includes a common user interface across all application services, such as reporting, work flow, forms and user administration that are leveraged by each WFO solution for operational efficiencies and lower cost of ownership. Data is also shared across the applications for easier realization of portfolio benefits. Suite level administration allows for more efficient updates across the entire enterprise solution.

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PM Gamification Playbook