NICE
– NICE Workforce Management
About NICE
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
About NICE Workforce Management
Do you know who uses NICE WFM? More than two thousand customers and 2.7 million users, that’s who. From single sites to global omni-channel enterprises, call centers of all sizes are leveraging NICE WFM to gain visibility across the front and back offices, optimize scheduling and automate time-consuming process tasks. More versatile, accurate and reliable than any workforce solution to date, it engages employees and empowers your teams like never before.
Learn more at www.nice.com/engage/workforce-optimization/workforce-management.
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Strategic what - if scheduling
- Unlimited months forecasted
- Track and Support historical agent adherence