NICE CXone for Amazon Connect

CXone Workforce Optimization (WEM) applications suite integrates seamlessly with the Amazon Connect cloud-based contact center, and enables organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. Designed to support contact centers of all sizes from 50 agents to 1000's of agents. The solution is ideal for customers that want to focus on their business, leverage the cloud for cost and scalability efficiencies, and automate their contact centers.

The CXone WEM suite is composed of NICE CXone WFM, which supports scheduling and forecasting, and NICE CXone Quality Management, which optimizes quality automation, coaching and performance. These solutions can be deployed independently or as a complete, workforce optimization suite.

With CXone WEM suite, you get:

  • Fast ROI-no capital outlays
    Eliminate the cost for operational maintenance and upgrades, while diverting capital expenses to business growth program
  • Instantaneously scale up or down on demand
    Right-size your staff based on seasonal or business fluctuations and optimize your cost efficiency with a pay-per-use model
  • Market leading functionality
    Put 30 years of business expertise to work for you and take comfort in knowing that we provide continuous delivery of features with no downtime or upgrades
  • Reliable and secure
    We employ secure, fault-tolerant systems that operate 24/7/365, including network operations monitoring, redundant data centers and a secure environment.
  • Ease of use
    All applications offer an intuitive, simple interface that requires much less training compared to traditional premise-based solutions.

CXone Workforce Management (WFM) and CXone Quality Management (QM) are currently available with Amazon Connect across Americas, Europe and Australia – and more geographies coming soon.

Reference Architecture

CXone for Amazon Connect – screen recording flow