In today’s competitive marketplace, you must be able to quickly anticipate your customer’s needs and dynamically adjust your service goals to meet expectations. At the same time, you have to keep a watchful eye on the company’s bottom line. To effectively balance customer-focused service while meeting cost-driven operational requirements, it takes the right automated workforce management system.

With NICE IEX Workforce Management, a NICE SmartCenter solution, you’ll have a system designed from the beginning to handle the complexities of your center with unmatched flexibility for multi-site and single site operations. You can easily determine how and where planning and management functions are handled within the enterprise. Using the system’s patented planning tools, you can intelligently allocate workload across sites based on routing methodology, operational hours, agent availability and unique handle times. And these same patented algorithms give you the industry’s most accurate multi-skill and multi-channel management capabilities.

By enhancing performance, improving resource planning, streamlining time-consuming tasks and integrating data between applications, NICE IEX Workforce Management helps you deliver customer-winning service at the lowest possible operating cost. Whether you handle inbound, outbound or a combination of contacts, run your own operation or use outsourced resources, NICE IEX Workforce Management provides a solid foundation for effective workforce management. With it, you’ll have everything you need to achieve quick and meaningful results: forecasting, planning, scheduling and daily management capabilities.

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