Allows users to aggregate data for viewing, analysing and editing across multiple business dimensions
New release delivers an impact on customer interactions and workforce efficiencies via multi-dimensional visibility, multi-channel adherence and offers expanded language support
Nice Systems has introduced a new workforce management offering IEX Workforce Management Release 4, part of the SmartCenter suite, which offers multi-dimensional visibility, multi-channel adherence, an open architecture, and an expanded multiple language support, along with a new client and personalisation features.
The company claims that the new offering empowers enterprises to optimise customer dynamics by driving increased effectiveness and efficiency of contact centres and back office enterprise operations.
It optimises staff scheduling and improves schedule adherence, time off management, shift bidding, schedule trading, and other agent-related processes.
Nice Systems said that the IEX Workforce Management provides flexibility to aggregate all key workforce management data for viewing, analysing and editing across multiple business dimensions. In addition, it provides visibility into whether agents are doing their scheduled tasks across channels of communications.
According to Nice Systems, the IEX Workforce Management’s open architecture provides extended database options, a new client user interface, a new reporting engine that delivers advanced reports that can be scheduled and exported to other formats, and a new range of hardware architecture options. It also provides localisation support for Chinese, Japanese and Russian on top of English, Spanish, French, German and Brazilian Portuguese product-wide.
Debbie May, president of the NICE IEX Workforce Management Group, said: The new version of our Workforce Management solution enables our customers to run a more effective and efficient contact centre, by better managing the complexities of a multi-channel, multi-skill and multi-site workforce.