NICE Workforce Management Reviews & Pricing

Key Features

• Employee Scheduling: Use advanced machine learning to optimize schedules, balance work demands and meet employee preferences.
  • Implement and test skills-based routing with real-world scenario simulations, ensuring accurate scheduling across multiple channels and supporting multi-skilled agents.
  • Incorporate business, union and legal contract rules into the scheduling process for compliant and efficient workforce management.
  • Enable self-scheduling to let employees choose their work times with agent-selected intervals to improve retention.
  • Manage time-off requests by integrating payroll and HR systems.
• Enlighten Copilot: Drive better outcomes and create a more efficient and satisfying work environment with Enlighten Copilot.
  • Get real-time AI-driven knowledge and assistance.
  • Equip agents with suggested responses and full interaction context to resolve issues quickly and accurately.
  • Empower supervisors with AI-guided coaching and continuous visibility into agent behaviors for more practical guidance and decision-making.
  • Amplify productivity by simplifying repetitive tasks and providing faster access to relevant knowledge with centralized AI assistance.
• Automated Employee Engagement: Use the Employee Engagement Manager (EEM) to boost productivity and enhance the employee experience.
  • Leverage AI-driven insights to create and manage business rules, automatically adjusting staffing based on predefined rules for optimal net staffing.
  • Provide agents mobile access to schedules, time-off requests and shift trades anytime, anywhere.
  • Automate intraday staffing challenges and real-time alerts, enabling agents to correct their state quickly and stay productive.
• Schedule Management: Update schedules quickly using the Schedule Management view to reflect current information.
  • Create weekly schedules using the Generate Schedule dialog. Consider agent availability, preferences, shifts, rules, vacations, skills, location and KPIs to ensure compliance and efficiency.
  • Calculate agent adherence, overstaffing, understaffing, forecast service levels, ASA and occupancy in real time based on the updated schedule data.
• Intraday View: View up-to-date business performance information using the Intraday view, which provides an analysis of your staffing levels. Use the adjustment column to add or subtract resources from your scheduled staff to assess impacts on SLA, ASA or occupancy without changing employee schedules.
• AI-Based Forecasting: Generate accurate forecasts using AI.
  • Select the best forecasting model to ensure precise predictions across all channels, skills and intervals.
  • Identify complex historical patterns and accurately predict future staffing needs.
  • Account for digital channels and back-office tasks with True to Interval (TTI) technology, providing precise staffing predictions for all work types.
• Predictive Dialer: Blend inbound and outbound efforts across voice and digital channels to increase connection rates and sales conversions. Reach the right customers at the right time with AI-powered campaign management that enhances list management, lead qualification and profile segmentation. Eliminate awkward pauses and reach customers on their preferred channels for more effective and engaging interactions.
• WebStation Portal: Allow employees to access schedules, bid for shifts and submit time-off requests via a comprehensive employee portal. Enable them to track their progress by providing an overview of schedule data and performance metrics and managing incentives with a self-service dashboard.
• Performance Manager: Provide employees with insight into their performance and assign tasks as needed, ensuring that the business is operating as efficiently as possible.

Approach to Common Challenges

• Enhancing Self-Service: CXone Expert, the AI-powered Knowledge Management platform, delivers lightning-fast and accurate answers on the first search, significantly reducing transfers and callbacks. The platform optimizes content visibility through SEO, making it more accessible across search engines and digital channels.
• Compliance and Regulatory Requirements: Built-in compliance features and reporting tools safeguard data, track adherence to regulations and simplify audits, ensuring peace of mind and avoiding penalties.
• Optimizing Insights: CXone Dashboards provide real-time and historical data, giving you a comprehensive view of current and past performance. You can drag and drop widgets to integrate voice, digital quality and analytics metrics into a single, customizable view. Interactive drill-downs let you focus on specific agents or contacts for detailed insights.
• Scalability and Future-Proofing: IEX WFM's cloud-based architecture and modular design accommodate growth and evolving business needs.
• Meeting Unpredictable Demand: IEX WFM's AI-powered forecasting engine analyzes historical data and real-time trends to predict call volume with pinpoint accuracy, ensuring optimal staffing across all channels.

Cost Of Ownership

Limitations

• Lacks Employee Engagement Features: NICE IEX WFM doesn’t offer support for employee engagement surveys or performance rewards. Without these features, you may struggle to assess employee satisfaction and recognize achievements effectively.
• Limited Labor Management Capabilities: The system provides only limited AI assistant capabilities and fails to manage multiple job positions for a single employee.
• Inefficient Leave Management: Automated leave tracking, time-off approvals and case management are missing from the solution. This may lead to cumbersome manual processes and potential errors in managing employee absences.
• Restricted Pay Management: NICE doesn’t support on-demand pay, pay rates or retro pay functionalities, limiting flexibility in payroll processing.
• Lacks Customization and Compliance Features: The software lacks configurable alerts, custom fields and multi-language support, reducing its adaptability to specific organizational needs and compliance requirements.

FAQs