NICE Workforce Management Solutions
Improve agent productivity, identify performance gaps, forecast workloads, schedule staff and deliver targeted coaching.
NICE Workforce Optimisation connects multiple systems to align employees around individual goals and performance data to increase productivity and improve revenue generation. Powerful real-time speech and text analytics guide interactions to enhance first call resolution rates and deliver the best experience for every customer.
Agents can manage their schedules and skills improvement programmes whilst supervisors have more time to focus their attention on areas that will have the most impact on contact centre performance.
Available as a hosted, SaaS or premise-based solution, NICE Workforce Optimisation helps organisations to focus on driving performance, engaging employees and satisfying customers.
NICE IEX Workforce Management
Deliver customer-winning service at the lowest possible operating cost.
NICE IEX Workforce Management enables the delivery of customer-winning service at the lowest possible operating cost. It enhances employee performance, improves resource planning, streamlines time-consuming tasks and gives visibility across all sites and lines of business.
Contact centres can easily forecast staffing needs to improve first call resolution and reduce customer wait times by scheduling the right agents with the right skills at the right time. Schedule adherence issues can be tracked and resolved using real-time data from automatic call distributors, predictive diallers, multimedia routers and agent desktops.
This helps to proactively manage and quickly respond to changing conditions and maintain a high level of customer service.