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Overview NICE Workforce Management

  • Factor multiple methodologies, contact channels, departments and skills types into your forecasts and schedules
  • Real-time visibility into service queues and employee adherence so you can take early action to solve issues
  • Simple end user interfaces and tools to ensure employees own their schedules and performance - requesting time-off, trading shifts and sharing ideas
  • All the scale and performance of enterprise software, available on-premises or via the cloud
  • Empower agents to view/change schedules anywhere, anytime via any browser or a true smartphone app

You need a workforce management solution that can digest the complexity of your organization and produce precise forecasts and clear action. That's exactly why NICE IEX Workforce Management leads in market share and in product innovation. Workforce professionals have made NICE IEX the top choice for over 20 years, because building top-notch capabilities is what we do. Solution depth and configurability delivers highly tuned forecasts and schedules, and automates processes to free you to focus on higher value activities. Simple end user interfaces make it easy for every employee to 'own' their schedule and their performance.

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Details

  • Easy to Use Time Off Manager

    Simplify vacation planning and makes it easy to ​calculated vacation accrual and configure bids

  • Simplified Interface

    A single portal for all WFM and performance data, with Webstation it's easy for employees to see alerts and notifications of shift changes as well as have total schedule visibility

  • Build Agent Loyalty

    Give employees the freedom to build their own schedule while meeting service requirements

  • Back Office WFM

    Expand your scheduling footprint across contact center, back office and branch offices

  • Adaptive, Agent-Centric Scheduling

    Schedule-change options are matched to individual agents based upon skills, preferences and availability

  • Empower Supervisors

    Equips supervisors with a mobile-friendly dashboard to monitor agent intraday performance while also providing real-time visibility into communications between agents and members of WFM administration. Enables supervisors to manage agent OT and VTO eligibility while simultaneously making it easy to communicate with agents and WFM administrators via instant messaging

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