Perfectly tailored to the needs of industries
Our service combines technical expertise and innovative solutions to improve operational efficiency and support the growth of your business.
With its advanced artificial intelligence, Nice IEX WFM enables you to optimize the performance of your contact center. The solution automates schedules, boosts productivity and reduces costs, even in the most complex environments.
Nice IEX uses advanced algorithms supported by artificial intelligence to accurately anticipate demand and optimize staffing.
Nice IEX enables the creation of dynamic schedules based on agents’ skills and business needs. It offers the possibility of managing and assigning preferred or bid shifts.
Real-time performance tracking tools ensure close monitoring of business performance objectives throughout the day, allowing for instant adjustments and creating automation rules that facilitate analysts’ work.
Nice IEX offers adaptability to growth, seasonal and volatile volume, and adjusts to the evolving needs of contact centers of all sizes, thanks to an easy-to-use system that maximizes team productivity.
Our service combines technical expertise and innovative solutions to improve operational efficiency and support the growth of your business.
The forecasting module combines the power of artificial intelligence with advanced algorithms to generate accurate volume forecasts. This module can support you at all levels of the business, from strategic scenarios for budget needs to very detailed interval needs. Volume forecasts are paired with performance outcome forecasts based on your own goals and FTE (full-time equivalent).
The scheduling module allows you to create optimized schedules that align with your performance objectives and real-world conditions, taking into account factors such as attrition, shrinkage, and occupancy rates. It also incorporates agents’ skills, personal preferences, and compliance rules.
This module allows for real-time schedule adjustments in response to unforeseen events, such as call surges or unexpected absences. Additionally, the system offers automation solutions to ease daily schedule management, allowing your analysts to focus more on complex tasks. Finally, clear and concise dashboards enable close monitoring of daily objectives, maintaining operational performance.
This module ensures real-time and historical monitoring of agents’ schedule adherence, quickly identifying performance gaps. This helps maintain a high level of service and allows for quick reactions in case of deviations.
This module offers agents the ability to view their schedules, submit leave requests, swap shifts, and manage their schedules autonomously. This enhances their engagement and reduces administrative burden.
You only pay for what you use. There is no management or upgrades required.
Whether managing a multisite contact center or a complex environment with multiple skills, Nice IEX easily adapts to your needs. It takes into account complex routing rules, employee preferences, and legal requirements to ensure smooth and efficient management.
Nice IEX easily integrates with existing systems, such as CRMs and contact center platforms (ACD, CCaaS…), enabling centralized data management. Additionally, the solution is scalable and can adapt to the company’s growth and changing needs.
NICE IEX WFM allows for completely independent management of different groups, departments, or locations. Each team can be managed according to its own realities and specific needs, unlike an approach where a single rule would apply to the entire contact center.
The system allows for the creation of scenarios to assess the impact of strategic decisions or changes in workload volume. This enables informed decision-making by adjusting resources based on future needs.
NICE IEX WFM offers significant gains in accuracy, whether for call volume forecasts or schedule planning. Compared to manual or semi-automated processes, it is much more reliable, fast, and efficient.
Automation rules minimize human errors, saving time and money while improving employee and customer satisfaction. The system ensures schedules and processes comply with requirements (e.g., laws, collective agreements), reducing the risk of costly errors.
By automating tasks, agents, supervisors, and analysts can spend more time on strategic tasks or customer interactions. The system handles much of the schedule management work, reducing manual efforts.