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NICE IEXWORKFORCEMANAGEMENTA comprehensive workforcemanagement solution for improvingthe efficiency and effectivenessof your businessInsight from Interactions www.nice.com

Benefits Delivers a system designed from the beginning toeffectively manage multi-site and single site environments Offers patented multi-skill and multi-channel forecastingand scheduling capabilities Provides an easy-to-use system with an intuitive menustructure and personalized screen preferences Promotes agent empowerment by supplying browserbased access to schedule and performance information Enables ease-of-integration with third-party applicationsINTRODUCTIONIn today’s competitive marketplace, you must be able to quicklyanticipate your customer’s needs and dynamically adjust yourservice goals to meet expectations. At the same time, you have tokeep a watchful eye on the company’s bottom line. To effectivelybalance customer-focused service while meeting cost-drivenoperational requirements, it takes the right automated workforcemanagement system.With NICE IEX Workforce Management, a NICE SmartCentersolution, you’ll have a system designed from the beginning tohandle the complexities of your center with unmatched flexibilityfor multi-site and single site operations. You can easily determinehow and where planning and management functions are handledwithin the enterprise. Using the system’s patented planning tools,you can intelligently allocate workload across sites based onrouting methodology, operational hours, agent availability andunique handle times. And these same patented algorithms giveyou the industry’s most accurate multi-skill and multi-channelmanagement capabilities.By enhancing performance, improving resource planning,streamlining time-consuming tasks and integrating data betweenapplications, NICE IEX Workforce Management helps you delivercustomer-winning service at the lowest possible operating cost.Whether you handle inbound, outbound or a combination ofcontacts, run your own operation or use outsourced resources,NICE IEX Workforce Management provides a solid foundation foreffective workforce management. With it, you’ll have everythingyou need to achieve quick and meaningful results: forecasting,planning, scheduling and daily management capabilities.JkXe[Xi[8[mXeZ\[E@: @ O Nfib]fiZ\ DXeX \d\ek8:; & ; Xc\i@ek\i]XZ\j8[d e jkiXkfi fi\ZXjk\iGcXee\iJZ \[lc\i: Xe \DXeX \iI\gfikDXeX \i? jkfi ZXc8[ \i\eZ\Dlck jb ccDlck j k\Fgk feXcDf[lc\jI\Xc k d\8[ \i\eZ\Dlck Z Xee\cInsight from Interactions K d\ F]]DXeX \iN\YJkXk fe GcljG\i]fidXeZ\ DXeX \iJdXikJpeZ oZ Xe \ ogi\jj D\jj\e \i

Fast Access to InformationNo matter what role you play in the contact center’s success,NICE IEX Workforce Management puts the information you needwithin reach. The system’s task-based menu serves as an intuitivesite map, allowing you to quickly navigate the system. You canpersonalize your screen layouts for each workforce managementtask with Perspectives. Select the screens for a task and tile themor group them in a tab view by dragging to snap them into place.Once you have the layout you want, save it as a new Perspective.With your personal Perspectives a click away, you can quickly movebetween tasks without spending time to open and rearrangemultiple windows. Whether you’re a forecaster, planner, changemanager, system analyst or some combination of these and othercritical roles, NICE IEX Workforce Management helps you get moredone with quicker access to what you need.With multi-dimensional visibility, you can create custom entitysets for viewing, reporting and managing changes. You can rollup historical and forecast data by line of business within a site,across specific sites, enterprise wide or however you want. Forexample, you can roll up agent groups to see schedules and realtime adherence across sites and you can compare over and understaffing and performance statistics across departments withina site. The ability to look at your workforce management datain different ways makes it easy to analyze any situation. Thesecapabilities make the system ideal for single and multi-site contactcenters that want to operate more efficiently by centralizingvarious functions, like forecasting, intraday management andadherence monitoring, across multiple departments or locations. asy to use graphical user interface that supports multipleElanguages on the same system Task-based menu serves as an intuitive site map, allowingyou to quickly navigate the system Personal Perspectives allow you to quickly move between tasksand get more doneMulti-dimensional visibility for creating custom entity sets toroll up data for viewing, reporting and managing changes within a site or across siteswww.nice.com

ACD and DIALER INTERFACESNICE IEX Workforce Management provides standardizedinterfaces to over 85 ACDs and contact routing systemsand 10 outbound dialers for the collection of historical andreal-time information on queues and agents. It even collectsinformation from multiple sources for the same agent.An innovative forms-based approach to data mapping allows newinterfaces to be created quickly and enables existing interfacesto be easily customized, often with no programming required.Accurate ForecastingYou can create accurate forecasts while reducing the amount oftime spent working on them. The system’s patented, self-adjustingalgorithms produce detailed, interval-by-interval projections ofcontact volumes, handling times and staffing requirements – aweek, a month or more in advance. It is easy to automaticallyidentify and apply daily, weekly, monthly or seasonal trends.At the same time, you can automatically exclude anomaloushistorical data, eliminating the need for manual manipulations.Effective Staff Planning and SchedulingWith NICE IEX Workforce Management, you get fully integratedplanning functions that help you create sound plans to achievenear-term and long-range success with ease. That way, you caneasily assess the potential impact of changes in contact volumes,service goals, staffing levels or other parameters. Then you canexplore the trade-offs involved with the different approaches.Making changes to your schedules is easy with the system’sicon-based, drag-and-drop schedule management feature.With it, you can instantly assess the impact of potential changesand evaluate alternatives. Specialized schedule managementfunctions allow you to streamline routine tasks, like trades.And you can automatically find the best time to schedule orreschedule meetings and training sessions.Proactive Change ManagementAt every interval during the day, NICE IEX Workforce Managementautomatically updates results and forecasts, providing advancenotice of changing conditions and showing the center’s ability tomeet service targets in upcoming intervals. Whether you needto gather additional resources to help catch up with demand orreallocate underused agents, the system provides the informationyou need to make informed decisions.Enterprise-Class ReportingThe NICE IEX Workforce Management system includes acomprehensive set of standard reports, all with a variety of optionsto configure report content and graphical data display. ReportsInsight from Interactions can be scheduled so they are available to be viewed or exportedwhen needed. Because reports are stored in the database, usershave the ability to view reports from any PC and the system savesreport processing time by allowing multiple users to view commonreports. For added flexibility, the system allows you to export datainto a variety of formats, including: Adobe Acrobat (PDF), CommaSeparated Values (CSV for Excel-based reports) or Rich Text Format(RTF for Word-based reports). And since all reports are accessiblethrough a thin client, they’re easily accessible to everyone in thecenter without having to load any new software.Historical AdherenceThe Historical Adherence module provides comprehensive agentadherence reports for past days, comparing scheduled to actualactivity as reported by ACDs and other contact routing systems.With Historical Adherence, supervisors and managers can quicklyview and document how well individual agents and agent groupsfollowed their schedules. The Historical Adherence reportautomatically combines agent state information from multiplecontact routers into a single representation of an agent’s dayfor comparison to their schedule.MULTI-SKILLThe Multi-skill module optimizes agent effectiveness in amulti-skilled environmentCreate real-world schedules quickly and easilyTrack effectiveness of skill assignments and routing strategiesDetermine skill requirements and monitor coverage by individual contact typeThe Multi-skill module makes the most of multi-skilled andcross-trained agents. It accurately simulates agent skills and contactarrivals, providing total visibility into staffing requirements whileproducing the most effective schedules possible.Patented Multi-skill SchedulingSkills-based routing makes it difficult to determine how manyagents, with which skills, will be needed for each contact typethroughout the day — especially when using cross-trained agents.Stand-alone simulation programs are impractical,and mathematicalformulas don’t accurately account for multi-skill efficiencies.The system’s patented multi-skill algorithms use a contactrouting simulator that is built into the agent-scheduling program.The system creates effective schedules by simulating ACD andnetwork-level routing rules, then automatically adjusting schedulesfor the best fit. The simulator also evaluates how changes incontact arrival patterns, agent skills or routing rules will affectstaffing needs.