White Papers

Working with NICE as a BPO


Most BPO providers need to be able to not only add the in-house forecast or requirements to their WFM solution but also extract the schedule information to be sent back to the in-house client as a supply. This two-way process needs to be as simple and as automated as possible to reduce manual effort and human error.

With NICE WFM, uploading client forecasts or requirements is easy, and the solution allows users to automate the process by working with the client to provide the data in a format that can be imported directly into WFM. The “supply” of the BPO can also be extracted and imported into NICE WFM, allowing for a seamless integration between the BPO and the client.