Workforce management software (WFM) (2024)

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is NICE Workforce Management?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eWith more than 45 algorithms for maximum forecast accuracy, NICE WFM offers the flexibility to fit forecasting and scheduling to highly specific environments. With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NICE WFM easily supports complex environments. Overall benefits of the NICE WFM solution include:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eFully embedded simulation that provides the most accurate required staff in a multi-skill, multi-site, multi-work type environment.\u003c/li\u003e\n \u003cli\u003e+45 algorithm models, including an AI \u0026lsquo;best pick\u0026rsquo; forecast option.\u003c/li\u003e\n \u003cli\u003eTime-off / scheduling requests and change management tools from mobile.\u003c/li\u003e\n \u003cli\u003eFlexible, feature-rich scheduling.\u003c/li\u003e\n \u003cli\u003eSelf-service portal for automated time off management, collaboration, and employee engagement.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022193\u0022 width=\u0022776\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-1.ashx?la=en\u0026rev=e8a1a4e7a22a4ddf98eb6585837d8c14\u0026hash=149FE44C98CB834703667CB3A3346512\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What are Key Capabilities in NICE WFM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003ea. Forecasting Accuracy:\u003c/p\u003e\n\u003cp\u003eNICE\u0027s proprietary forecasting and simulation technology produces the most accurate workforce plan in the market, which helps you effectively serve your customers at the lowest cost possible. NICE does this through the following unique methodology:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eForecasting with Artificial Intelligence:\u003c/strong\u003e NICE is the only WFM vendor that offers four unique forecasting models with an Artificial Intelligence Best Pick algorithm that helps users choose the most accurate model for each day of the week for easy-to-use-to-use accurate forecasting.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eAnalytical Simulation of Requirements:\u003c/strong\u003e NICE uses patented simulation algorithms to simulate exact routing rules, agent skills, and priorities in a multi-skill environment to ensure accurate coverage of all work across multiple channels and work types.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eTrue-to-Interval (TTI): \u003c/strong\u003eNICE\u0026rsquo;s True to Interval technology enables NICE WFM to be the only software that accurately accounts for asynchronous or discontinuous work items typical of digital channels and back office workstreams. In addition, TTI solves for extended synchronous contacts when the handle times are longer than the planning period. By adding two new fields, \u0026ldquo;Answered\u0026rdquo; and \u0026ldquo;Active,\u0026rdquo; staffing requirements are based on when the work was actually being performed as opposed to when the work item was completed.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eb. Simulation-Based Scheduling:\u003c/p\u003e\n\u003cp\u003eNICE is the only WFM solution on the market that uses simulation during the forecasting and scheduling processes to more accurately predict the balance between customer demand and agent availability and skills. The ability to re-simulate allows you to easily and effectively react to changing conditions.\u003c/p\u003e\n\u003cp\u003ec. Intraday Analytics:\u003c/p\u003e\n\u003cp\u003eNICE WFM provides users with automated intraday re-forecasting, accurate net staffing analysis by queue, schedule re-simulation and optimization, and skill- aware change management. These features allow NICE customers to easily and effectively read and react to changing conditions.\u003c/p\u003e\n\u003ch2\u003eWhat are NICE WFM Differentiators?\u003c/h2\u003e\n\u003cp\u003eNICE WFM is the most comprehensive and configurable WFM solution on the market. Key differentiators include:\u003c/p\u003e\n\u003cp\u003ea. Forecasting with Artificial Intelligence:\u003c/p\u003e\n\u003cp\u003eNICE WFM presents the most advanced forecasting solution on the market: 46 algorithms, supported by artificial intelligence, allow NICE WFM to calculate extremely accurate resource requirements to build the most efficient schedules possible.\u003c/p\u003e\n\u003cp\u003eb. Machine-Learning Multi-Skill Simulation:\u003c/p\u003e\n\u003cp\u003eOnly NICE WFM simulates exact ACD routing, employee skills, skill levels, and schedules with its patented formula; machine-learning algorithms create improving efficiencies.\u003c/p\u003e\n\u003cp\u003ec. Multi-Channel Support:\u003c/p\u003e\n\u003cp\u003eAbility to forecast, schedule, and manage all customer contacts and back office work, enabling organizations to be highly productive.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022233\u0022 width=\u0022641\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-2.ashx?la=en\u0026rev=c93571fae44047ffbab0f1750a5ead13\u0026hash=CE5B5201F46D8869E301E170917311A0\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What analyst reports highlight NICE WFM? ","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eNICE is the clear choice for the following reasons:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eIn 2024, independent industry analyst firm DMG Consulting LLC named NICE the market share leader for Workforce Management (WFM) for over ten years in a row.\u003c/li\u003e\n \u003cli\u003eNICE is the undisputed market leader; according to DMG\u0026rsquo;s Contact Center WFO Market Share Report, published in 2023, NICE holds a 36.9% share of the WFO market.\u003c/li\u003e\n \u003cli\u003eNICE consistently scores as a Leader in Gartner\u0026rsquo;s Magic Quadrant report. In 2019, 2020, and 2021, Gartner recognized NICE as a Leader in the New Magic Quadrant for Workforce Engagement Management, positioned highest in execution and furthest in vision for the fourth consecutive year. 2021 was the last time the Gartner WEM report was published.\u003c/li\u003e\n \u003cli\u003eNICE dedicates approximately 13-14% of annual revenue to R\u0026amp;D, resulting in expenditures of over $758 million over the past five years.\u003c/li\u003e\n \u003cli\u003eNICE innovation has been recognized with over 40 product awards in the last two years.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg height=\u0022276\u0022 alt=\u0022magic quadrant for workforce engagement management\u0022 width=\u0022569\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-7.ashx?la=en\u0026rev=d493f2bc4e4b4bdf9cd815048e686025\u0026hash=81C999FFBD1235D0D602A46338463BBF\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"Does your WFM solution have a way to automatically optimize schedules?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eCXone WFM takes a two-pronged approach to schedule optimization. Schedules are initially optimized when they are created, and there is a schedule optimizer that runs automatically throughout the day to analyze existing schedules. The optimizer presents schedule change recommendations to managers who can then decide whether or not they want to accept the proposed changes.\u003c/p\u003e"}}]}