NICE Announced the Release of the Market’s First Continuous Delivery Workforce Management Solution, EVOLVE WFM

  • Cloud , Infrastructure
  • 27.09.2016 11:15 am

NICE  announced the release of the market’s first continuous delivery workforce management solution, EVOLVE WFM. The cloud-based solution brings NICE’s leading enterprise-class workforce management technologies to the small- to mid-sized contact center market.

EVOLVE WFM offers a set of sophisticated tools for automated scheduling and real-time adherence to help organizations handle the complexities of the modern contact center environment in a simple manner. IT support costs are negligible, as there is no software installation or server maintenance. The continuous delivery model meanwhile ensures immediate availability and instant upgrades that are seamless and non-disruptive to business continuity. The solution is available around the globe, over Amazon Web Services.

Designed to require minimal training, EVOLVE WFM is easy to self-configure, offering an intuitive, web-based workforce management interface with drag-and-drop simplicity. The user is thus able to focus on the management task at hand, rather than the technical processes involved. The solution includes the following capabilities:

  • Advanced forecasts based on an analytical assessment of the contact center’s history of interactions
  • Efficient scheduling using detailed user-defined work-rule parameters
  • Proactive optimization tools for intraday scheduling, including real-time adherence monitoring
  • Agent workstations for self-managed schedule availability and coordination

“It’s time for contact centers to move beyond spreadsheet-based workforce management. While this can be particularly challenging for small to mid-sized companies, it also offers them tremendous return on investment,” said Nancy Jamison, principal analyst, Frost & Sullivan. “NICE’s EVOLVE WFM is a perfect fit for this underserved market and will provide a viable option for thousands of companies that are looking for advanced WFM functionality in an affordable package.”

“For the SMB contact center market, the SaaS model is the key to delivering high quality solutions that meet customers’ expectations for availability, performance, and cost-effectiveness,” said Miki Migdal, President of the NICE Enterprise Product Group. “EVOLVE WFM addresses all of these needs, offering new feature and functionality upgrades in real time in a simple package. Leveraging NICE’s global experience and leadership in workforce optimization, this solution enables businesses to maintain the right staffing levels at the right times in order to deliver a perfect customer experience.”

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