The NICE IEX WFM Suite

Overview

NICE IEX Workforce Management (WFM) offers a comprehensive suite that covers the full WFM lifecycle, from long-term capacity planning to intelligent intraday management. Starting with Enhanced Strategic Planner (ESP), which leverages AI-generated forecasts from NICE IEX WFM and uses advanced interactive visualization and modeling capabilities to support long-range planning. This enables organizations to plan more accurately with detailed shrinkage modeling and reverse-solve for performance metrics targeting.

In addition to enhancing the forecasting process, machine learning simulations in NICE WFM optimize scheduling by considering multiple factors such as agent availability, preferences, skills, work and union rules, and key performance indicators (KPIs) like ASA (Average Speed of Answer). By automating much of the scheduling process, NICE WFM reduces administrative effort while improving overall productivity. The suite also simplifies the management of published schedules and adherence, enabling a seamless experience for workforce managers.

The NICE WFM Suite includes intelligent automation functionality with Employee Engagement Manager (EEM), which automatically resolves intraday staffing challenges. EEM optimizes staffing in real-time by adjusting schedules based on fluctuating demand and agent availability. EEM empowers employees by offering greater flexibility and control over their schedules, thus driving engagement and increasing workforce agility.

The NICE IEX WFM complete suite supports both strategic and operational workforce management needs, delivering optimized forecasts, schedules, and real-time staffing adjustments. This comprehensive approach reduces manual effort, enhances productivity, and enables a more agile, engaged workforce, making NICE IEX WFM an invaluable tool for organizations aiming to streamline their operations and improve service levels.