Workforce Management Software

With more than 40 algorithms for maximum forecast accuracy, CXone Mpower 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, CXone Mpower WFM easily supports complex environments. Overall benefits of the CXone Mpower 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 CXone Mpower is the only 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 CXone Mpower 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:

a. 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.

b. 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.

c. 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:

NICE CXone Mpower 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.