Now companies with traditional on-premises telephony systems from leading ACD providers can take their first step toward the cloud with WFO while leveraging their current on-premises PBX or ACD investment. With NICE inContact CXone WFO Pro, you can maximize existing on-premises infrastructure and investments, while taking advantage of:
- Unparalleled flexibility
- Effortless, no cost upgrades
- 24/7 technical support
- Improved operational efficiencies
As part of the larger NICE inContact family of technology, CXone WFO Pro was built from the ground up in the cloud with a unified experience across the entire WFO suite—with rich products that support your contact center needs today and in the future.
Workforce Management: Reach new heights of operational excellence in the cloud
CXone WFM Pro empowers your organization with up-to-the-minute workforce management capabilities without the long-term commitment, hardware investment, annual maintenance and upgrade hassles typically associated with enterprise-grade WFM software.
Simplify and streamline your entire contact center operation, including fully integrating WFM with your existing ACD platform if you choose, for the most advanced data sharing across all channels and a whole new level of control.
- Proactively optimize scheduling and maximize utilization of front-line staff
- Empower supervisors and agents with tools to self-manage schedule exceptions, overtime, voluntary time-off (VTO) and more
- Increase accuracy using sophisticated time-series forecasting methods, run multiple forecasts at the same time, automated analysis and tracking
- Ensure that agents are following their planned schedules through real-time adherence available with ACD integration
- Enjoy lower total cost of ownership with continuous delivery of new functionality, without having to perform upgrades
Are you ready to evolve your contact center beyond spreadsheet-based WFM?
Quality Management: Automate and elevate quality across your contact center
CXone QM Pro helps contact centers of all sizes reach an optimal level of quality management automation and performance. Automate processes like selection of interactions and evaluation assignment. Enjoy greater visibility into workflows, interactions and agent performance by way of customizable dashboards that let you manage your agents' effectiveness—from big picture strategy to the smallest detail.
- Evaluate interactions across voice and screen channels
- Keep critical recorded media on-premises, while taking advantage of modern, innovative QM functionality in the cloud
- Use efficient workflows to randomize call or interaction selection for evaluation
- Automate alerts and workflows for evaluations, disputes, calibrations and coaching
- Automate the coaching process and monitor the results
- Achieve transparency within your organization by empowering your teams with access to coaching, evaluations, and recorded interactions
- Employ the easy drag and drop builder for evaluation forms and coaching packages
Are you ready to modernize your contact center beyond manual quality assurance processes?