Date: 22nd October 2025
Time: 10.00am – 4.30pm
Venue: Pendulum Hotel & Conference Centre, Sackville St, Manchester M1 3BB
We’re excited to welcome you to this year’s NiCE User Group Conference, dedicated to Workforce Management, Interaction Analytics, and Quality Management. Join us in Manchester for a day of innovation, collaboration, and practical learning.
Discover the latest product updates, explore best practices, and exchange experiences around the challenges and opportunities brought by new digital engagement channels and AI.
Learn how NiCE Workforce Management helps businesses navigate the complexities of omnichannel operations, adapt to change, and optimise performance.
See how NiCE Interaction Analytics and Quality Management empower organisations to uncover actionable insights from voice and digital interactions, drive agent performance and improve customer satisfaction.
Don’t miss this opportunity to connect industry peers, discuss the evolving landscape, and learn how NiCE solutions are shaping the future of customer engagement.
Save the date and register your place today! More exciting updates to follow.
| Time | Session |
|---|---|
| 9:30 – 10:00 | Registration |
| 10:00 – 10:30 | Welcome & Introductions |
| 10:30 – 11:00 | The Human Side of Service: Supporting Vulnerable Agents Room: Pendulum Suite |
| 11:00 – 11:45 | Breakout 1: Performance Management Session KPI’s Room: Pendulum Suite Breakout 2: From Insight to Impact: AI in Analytics and Quality Room: Graphene Suite |
| 11:45 – 12:00 | Break |
| 12:00 – 12:45 | Breakout 1: IEX BYOS Demo with scheduling workshop Room: Pendulum Suite Breakout 2: CXone WFM Workshop Room: Pioneer Room Breakout 3: Turning Data into Results – Analytics that Drive Results – SS&C Room: Graphene Suite |
| 12:45 – 13:30 | Lunch |
| 13:30 – 14:30 | Breakout 1: BT/EE Case Study Room: Pendulum Suite Breakout 2: CXone WFM Workshop Room: Pioneer Room Breakout 3: Safe, Smart, Secure; AI Data Strategies for Quality and Insights Room: Graphene Suite |
| 14:30 – 15:00 | Breakout 1: Strategic Planning ESP Demo Room: Pendulum Suite Breakout 2: Customer Voices: Real World Wins and Challenges Room: Graphene Suite |
| 15:00 – 15:15 | Break |
| 15:15 – 15:45 | Breakout 1: The Future of Work: A Resource Planning Perspective Room: Pendulum Suite Breakout 2: Ask The Expert Room: Graphene Suite |
| 15:45 – 16:30 | Customer Session: Carnival UK Room: Pendulum Suite |
| 16:30 – 18:00 | Networking Drinks Room: Pioneer Room |