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NICEWorkforceManagementAbout NICENICE (Nasdaq: NICE) is the worldwide leading provider of bothcloud and on-premise enterprise software solutions that empowerorganizations to make smarter decisions based on advanced analyticsof structured and unstructured data. NICE helps organizations of allsizes deliver better customer service, ensure compliance, combatfraud and safeguard citizens. Over 22,000 organizations in more than150 countries, including over 80 of the Fortune 100 companies, are.using NICE solutionswww.nice.comNICE IEX Workforce Management
Drive efficiencies andengagement withWorkforceManagementNICE IEX Workforce Management (WFM) is the most complete and configurablesolution on the market. Its depth has attracted the world’s largest and most exactingcommunity of WFM professionals. These companies and individuals value the ability tofine-tune the solution to their specific environment, delivering the greatest forecastingprecision and the most engaged employees.NICE IEXWorkforce ManagementvalueOur more than two thousand customers and one-and-a-halfmillion end users generally describe the value of NICE IEX WFMacross three dimensions:1. Solution configurabilityA solution tailored to meet the most complex (multi-skilled,multi-site, multi-method) environments2. Employee engagementDrives accountability by making it easy for employees to own theirschedule, time-off requests, and adherence.3. Portfolio integrationConnects WFM data to analytics to improve forecasts. Reportadherence along with other critical performance KPIs. Raise thevisibility of WFM in the organization.The following pages will showcase some of the most used and valuedfeatures of NICE IEX WFM as they relate to these three areas of value.
SolutionconfigurabilityNICE IEX WFM offers you the flexibility to fit forecasting and scheduling to your specific environment.The solution puts maximum control in the hands of the WFM professional, so they can enjoy the confidenceof precision forecasting. As business needs and customer demands change, NICE IEX WFM makes it easyto adjust forecasts and service levels in real-time.Features include:Multi-skill simulationPolicies managementFrontline employees are not restricted to one skill set. In fact, most havemultiple skills—and can therefore handle different contact and work types.If your technology can only assign them one skill, then your forecasts andschedules are inefficient. Only NICE IEX WFM offers multi-skill simulation,so you can optimize your schedules based on EXACT (not estimated)employee skills.NICE IEX WFM provides the flexibility to set policies to match local regulationsand/or company rules. For example, you can set minimum and maximumwork rules to balance schedules and work-life balance. Shift policies can beestablished to sequence the order in which shifts are assigned to employees.Additionally, definitions for time-off policies ( so that employee requests thatwithin guidelines) are auto-approved rather than collected for manual review.By setting clear policies in the solution, the WFM professional can streamlinescheduling and automate otherwise time-consuming activities.Multi-scheduling methodologyMany WFM solutions favor one scheduling methodology (assignment, bidding,etc.) NICE IEX WFM allows you to select the approach that best suits youroperation. Furthermore, rather than impose a single methodology across theorganization, you can maintain different scheduling methodologies for differentsites or departments. This feature makes NICE IEX WFM ideal for multi-sitecontact centers and operations deploying WFM across their contact center,back office and branches.Change managementBusiness needs change on a day-to-day basis contact volumes fluctuateand backlogs can spike. It is in this setting where NICE IEX WFM shines.The WFM professional can immediately re-simulate forecasts to assess theimpact of schedule adjustments on coverage and results, then ‘drag-anddrop’ frontline employees from one activity to another to instantly changeservice levels. With NICE IEX, WFM professionals have the tools to plowthrough a backlog or service queue in close to real-time.
EmployeeengagementA Workforce Management solution can only drive business impact if it is widelyadopted. It needs to engage both the WFM professional and frontline users.The configurability of NICE IEX WFM connects with WFM professionals.And its ability to drive accountability and ownership engages frontline usersthat is why more than one million users log into NICE IEX WFM every day.Features include:Real-Time adherenceSupervisors can verify that allemployees, regardless of work type,are following scheduled assignments.NICE IEX WFM captures realtime data streams from multipleACDs (Automatic Call Distributors),predictive dialers, multimedia routers,and the employee desktop to givemanagers a comprehensive view ofemployee activity—even in blendedenvironments where people handleboth inbound and outbound callsand back office work items.Webstation portalEmployees are able to see theirschedules, bid for shifts, and requesttime off by utilizing WebStationPortal. WebStation makes it easyfor employees to interact with WFMschedules and data, and it can alsobe connected to NICE PerformanceManagement and NICE IncentiveCompensation Management, soemployees can keep tabs on theirprogress (behavioral and financial).WebStationcollaborationNew features can now be added tothe foundation WebStation portalto increase collaboration amongstemployees. These include chat,wikis and blogs, managed withinWebStation, so employees caneasily share ideas and best practices.Webstation collaboration extendsto polls that WFM professionalscan ‘pop’ within WebStation toask frontline employees about thereasons for volume spikes, backlogsor other issues, delivering instantintelligence.Time Off ManagerWebStation allows employeesto automate time-off and holidayplanning. They can view an up-todate summary of their earned, taken,planned and remaining time off. Thisfeature can also be configured toauto-process requests in batches,or first-come-first-serve, accordingto company policies and time-offremaining. This feature is unique inthat it easily allows employees totake ownership of their schedule.Availability PointsWith NICE IEX WFM employees canbe rewarded for great performancewith Availability Points. Theorganization can ensure they havecovered service requirements andthen allow employees to use pointsto ‘bid’ for their preferred shifts. Thisscheduling aid can work handin-hand with your organization’srewards and recognition programand allows you to empower topperforming agents.
PortfoliointegrationReal-Time impactWorkforce Management is not a point solution—you can unlock a hugeamount of value in your organization by making WFM part of a WorkforceOptimization platform. It is important to note that NICE IEX WFMintegrates with more routers, recording solutions, coaching solutions,and email management systems than any other solution; it is designedto be part of a platform rather than stand alone and generate data ina silo. Ultimately, this connects WFM to larger business initiatives andincreases the visibility and impact of the WFM professional.Here are some of the natural connection points for NICE IEX WFM inyour organization:SmartSyncNICE IEX WFM offers a set of APIs that allows for seamless data exchange with other contactcenter, back office and branch applications. SmartSync enables your systems to communicatewith one another to reduce manual processes, data entry, risk and cost.Real-time desktop monitoring, in combination with WFM, delivers new insight into employeeproductivity killers. By connecting NICE IEX WFM to NICE Real-Time Impact, an organization cansee how employees are really spending their time, and develop objective measurements to assessreal employee efficacy and efficiency.Incentive compensation managementNICE’s flagship compensation managemen solution can be presented via the same portal asNICE IEX WFM. By utilizing this solution, your service and salespeople can see their schedule,their performance and their compensation in one place. Your organization can more easilyconnect WFM and performance to individual incentives and recognition.AnalyticsNICE IEX WFM generates a massive amount of data, NICE’s Analytics solutions can help you usethat data to further fine-tune forecasts. Analytics can help you determine the root cause of repeatcalls, high handle times, customer dissatisfaction and other issues that can be partially resolvedby changing forecasting algorithms and scheduling different employee skill sets. Ultimately, the endresult is that NICE IEX WFM and Analytics work together to deliver a better customer experienceat lower cost.Performance manager moduleNICE Performance Manager Module (PMM) is a lighter weight version of market-leadingNICE Performance Management, designed specifically for NICE IEX WFM. PMM presents everyemployee in your organization with visibility into their performance across WFM, ACD and Qualitymetrics. It helps supervisors target their efforts at the people and issues that need the most attention.NICE PMM is a powerful step towards using WFM data to build a performance-driven culture.Customer satisfactionNICE IEX WFM offers the most complete and configurable solution; one that engagesemployees across the organization. The value of the technology is amplified by NICE’semphasis on delivery. This is consistently reinforced by third party analysts, where year-after-year NICE is ranked highest on its ability to execute, and on customer satisfaction. At the end ofthe day, our commitments to innovation and to customer satisfaction are the reason we have thelargest global community of WFM fanatics. We would be excited to add you to that passionatecommunity of professionals.
Workforce Management is not a point solution—you can unlock a huge amount of value in your organization by making WFM part of a Workforce Optimization platform. It is important to note that NICE IEX WFM integrates with more routers, recording solutions, coaching solutions, and email management systems than any other solution; it is designedFile Size: 2MBPage Count: 5Explore furtherWorkforce Management NICEwww.nice.comLogin - IEXiex.dkImport - Schedule Data - rgys.comRecommended to
