Agents are people too!

As strange as it sounds, treating agents as individuals (and customers) in their own right is the key to the development of NICE’s Workforce Optimisation suite.

Customer engagement is heavily influenced by employee engagement and it should be no surprise that Gartner concluded that firms who ignore employee engagement will suffer from a loss of market share over the next several years. And just like with customers, the key to effecitve EEM is personalistion.

SVL can bring these benefits of NICE CX One to your agents and hugely benefit your organisation’s performance.

NX CXOne – Gartner World Leader

NICE CXone has been recognised as a Gartner Magic Quadrant Leader for CCaaS for the seventh consecutive year and named the only Leader in both Contact Centre as a Service (CCaaS) and Workforce Engagement Management (WEM).

What can CX One offer agents to enhance performance and engagement?

  • Workforce Management – Anticipate business demands with smarter forecasting and scheduling that keeps SLAs up and costs down
  • Quality Management – Deliver a better customer experience through analytics and AI targeted, actionable agent feedback and coaching
  • Omnichannel Recording – Easily capture all interactions recordings for compliance and to driving better performance.
  • Automation – Quick and accurate RPA bots work around the clock to increase throughput and capacity.
  • Guide agent behaviours in real-time – Empower agents with improvement tips embedded in their desktop and live supervisor monitoring.

The ingredients of CX One

NICE Workforce Management (WFM) software is a patented AI and machine learning technology unlocks your workforce’s potential andn harnesses the true power of your organization’s greatest asset – your people.

NICE Interactions Recording meets compliance equirements for PCI, GDPR, and HIPAA while recording up to 100% of calls and digital interactions.

NICE Performance Management engages employees using tools like persona-based coaching and gamification.

NICE Robotic Process Automation enable agents to devote more time to customer service and valuable business priorities.

Voice of the Customer Software allows supervisors to take action on customer feedback by using AI and analytics to examine all interactions and identify how to improve customer service


SVL has been a portfolio partner of NICE for over 20 years. SVL are also a fully – certified service delivery partner offering solution design, installation, maintenance and training across a wide range of NICE products.

SVL was awarded NICE Gold Partner status for 2021 in recognition of our success working with our globally recognised partner.

John Byron, Head of Enterprise Channel – UK & I, said “NICE Enterprise are delighted to announce that our business partner, SVL, have been awarded Gold Partner Status in 2021. It’s been a great year for both organisations and we thank SVL for their hard work and efforts in promoting and selling the NICE portfolio.”

Talk to us

We are here to help you with any enquiries you may have. Please leave your details an we will get back to you quickly. If you need a quote, or just an informal chat with one of our experts to ascertain what you really need. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL can be your trusted partner.