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:

• Fully embedded simulation that provides the most accurate required staff in a multi-skill, multi-site, multi-work type environment.
• +45 algorithm models, including an AI ‘best pick’ forecast option.
• Time-off / scheduling requests and change management tools from mobile.
• Flexible, feature-rich scheduling.
• Self-service portal for automated time off management, collaboration, and employee engagement.

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:

• Forecasting with Artificial Intelligence: NiCE is the only WFM vendor that offers four unique forecasting models with an Artificial Intelligence Best Pick algorithm that helps users choose the most accurate model for each day of the week for easy-to-use-to-use accurate forecasting.
• Analytical Simulation of Requirements: NiCE uses patented simulation algorithms to simulate exact routing rules, agent skills, and priorities in a multi-skill environment to ensure accurate coverage of all work across multiple channels and work types.
• True-to-Interval (TTI): NiCE’s True to Interval technology enables NiCE WFM to be the only software that accurately accounts for asynchronous or discontinuous work items typical of digital channels and back office workstreams. In addition, TTI solves for extended synchronous contacts when the handle times are longer than the planning period. By adding two new fields, “Answered” and “Active,” staffing requirements are based on when the work was actually being performed as opposed to when the work item was completed.

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:

• Forecasting with Artificial Intelligence: NiCE WFM presents the most advanced forecasting solution on the market: +40 algorithms, supported by artificial intelligence, allow NiCE WFM to calculate extremely accurate resource requirements to build the most efficient schedules possible.
• Machine-Learning Multi-Skill Simulation: Only NiCE WFM simulates exact ACD routing, employee skills, skill levels, and schedules with its patented formula; machine-learning algorithms create improving efficiencies.
• Multi-Channel Support: Ability to forecast, schedule, and manage all customer contacts and back office work, enabling organizations to be highly productive.

NiCE is the clear choice for the following reasons:

• In 2024, independent industry analyst firm DMG Consulting LLC named NiCE the market share leader for Workforce Management (WFM) for over ten years in a row.
• NiCE is the undisputed market leader; according to DMG’s Contact Center WFO Market Share Report, published in 2023, NiCE holds a 36.9% share of the WFO market.
• NiCE consistently scores as a Leader in Gartner’s Magic Quadrant report. In 2019, 2020, and 2021, Gartner recognized NiCE as a Leader in the New Magic Quadrant for Workforce Engagement Management, positioned highest in execution and furthest in vision for the fourth consecutive year. 2021 was the last time the Gartner WEM report was published.
• NiCE dedicates approximately 13-14% of annual revenue to R&D, resulting in expenditures of over $758 million over the past five years.
• NiCE innovation has been recognized with over 40 product awards in the last two years.

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.