NiCE Workforce Management - for a better back office

Overview

Improve back-office processes and customer experience with the NiCE WFM Back Office solution. Integrated with CXone Desktop Discovery, you get actionable insights into changing work volumes and actual employee productivity, enabling you to forecast accordingly and optimize operations. Discover how you can:

• Forecast work volumes more accurately with True to Interval (TTI) technology that measures work received and handled by each employee as it happens.
• Optimize resource allocation by identifying and defining specific work types to create a blended contact center.
• Identify actual, projected, and expiring backlogs using work volume and open schedule capacity data.
• Meet back-office service levels with the help of accurate, comprehensive data and improved time allocation.

With NiCE WFM it has never been easier to manage, measure, and improve the most complex environments.