NICE IEX Workforce Management enables even the most complex multi-site, multi-skill, and multichannel Contact Centers to forecast staffing needs, schedule their representatives' time, and effectively manage change every day. The result is an efficient, effective Contact Center environment with engaged and productive agents and a more positive customer experience.
Benefits of NICE IEX Workforce Management include:
- Ability to factor multiple methodologies, contact channels, departments, and skills types into forecasts and schedules
- Real-time visibility into service queues and employee adherence
- Simple end-user interfaces and tools
- All the scale and performance of enterprise software
- Available on-site or via the cloud
- WebStation (a central portal to access all core functionality) makes it easy for everyone on the frontline to own their schedule, bidding, time-off, and even performance and compensation
- Supervisors can access all information for their teams and also dive into WFM data
NICE IEX WFM: Designed to engage employees and offer a highly powerful and configurable Workforce Management solution for Contact Centers.