AI-based WFM

With more than 45 algorithms for maximum forecast accuracy, NiCE IEX WFM offers the flexibility to fit forecasting and scheduling to highly specific environments. With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NiCE IEX WFM easily supports complex environments. Overall benefits of the NiCE IEX WFM solution include:

a. Forecasting Accuracy:
NICE's proprietary forecasting and simulation technology produces the most accurate workforce plan in the market, which helps you effectively serve your customers at the lowest cost possible. NiCE does this through the following unique methodology:

b. Simulation-Based Scheduling:
NiCE IEX WFM is the only enterprise WFM solution on the market that uses simulation during the forecasting and scheduling processes to more accurately predict the balance between customer demand and agent availability and skills. The ability to re-simulate allows you to easily and effectively react to changing conditions.

c. Intraday Analytics:
NiCE IEX WFM provides users with automated intraday re-forecasting, accurate net staffing analysis by queue, schedule re-simulation and optimization, and skill- aware change management. These features allow NiCE customers to easily and effectively read and react to changing conditions.

NiCE WFM is the most comprehensive and configurable WFM solution on the market. Key differentiators include:

NiCE is the clear choice for the following reasons:

NiCE IEX WFM takes a two-pronged approach to schedule optimization. Schedules are initially optimized when they are created, and there is a schedule optimizer that runs automatically throughout the day to analyze existing schedules. The optimizer presents schedule change recommendations to managers who can then decide whether or not they want to accept the proposed changes.