Workforce Management
NICE SmartCenter™ Workforce Management
NICE Smartcenter Workforce Management (WFM) features the industry leading IEX TotalView WFM Solution – an essential staff planning and management tool...
NICE SmartCenter™ Workforce Management
NICE Smartcenter Workforce Management (WFM) features the industry leading IEX TotalView WFM Solution – an essential staff planning and management tool designed to improve contact centre, service centre and helpdesk performance whilst driving efficiency.
Highly scalable, it adapts to how you best operate, whether that’s in one location or multi-site, whether you have 50 or 50,000 agents. It provides flexibility by working with single or multiple skills sets, can handle calls only or a blend of contact channels and has a robust interface designed to simplify data exchange between other contact centre applications.
Key Features
- Forecaster – The foundation of WFM planning, this feature provides flexible, detailed, self-adjusting forecasts with interval-by-interval projections of contact volumes, handling times and staffing requirements a week, a month or more in advance
- Planner – Provides a variety of planning views to choose from and the ability to predict or perform ‘what-if’ scenario analysis
- Scheduler – Creates schedules based on defined business rules and offers preference-based and bid-based scheduling
- Report Manager – Incorporates over 100 standard reports covering the entire range of contact centre performance. Detailed visibility enables isolation of trends and the means to monitor performance
Advanced Features
- Web Station – Browser-based access for supervisors and agents to review schedules and performance statistics and bid online to trade schedules
- SmartSync – Provides seamless data exchange using advanced interface features with other contact centre applications , providing a single version of the truth
- Multimedia – Provides effective management of forecasting and schedules across multiple contact channels (email, web, chat, fax)
- Multiskill – Uses a contact routing simulator integrated into the scheduler and provides the ability to test queuing scripts prior to implementation it can also evaluate how change in contact arrival patterns, agent skills or routing rules affects staffing needs
- Adherence Suite – Enables managers to monitor and track compliance with schedules in real time, it can also document agent/operator behaviour for trend analysis and hold them accountable for performance
- Holiday Planner – Automates the process of booking holidays and assists with absence management and corresponding scheduling needs
The NICE Smartcenter Workforce Management system provides a solid foundation for enhancing business and staff performance, providing real-time visibility throughout the enterprise it provides key stakeholders with the right information to make the right business decisions. Automating numerous operational and administrative tasks, it is the proven choice not only for single and multisite contact centres but for service centre and help desk environments within today’s corporate businesses.
Key Benefits
• Improved management reporting capabilities
• Assists with meeting internal and external service levels
• Provides fast, effective responses to changing conditions
• Optimises agent/operator scheduling and resourcing levels
• Better management of surges and peaks in call volumes
• Automates routine tasks, ensuring staff can focus on areas for improvement
