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NICE Enhances Forecasting with Artificial Intelligence and WFM

October 06, 2017
By Mandi Nowitz - Web Editor


NICE announced AI (artificial intelligence) will enhance business forecasting systems. The utilization of the NICE Workforce Management (WFM) solution, employee engagement is expected to rise. AI and 46 algorithms were put in place to secure such efficiency.


Customers utilizing WFM tested the system, concluding it’s more accurate, saves time, and adapts to developing data patterns.

“NICE is excited to catapult the leading WFM solution even further ahead with a series of innovative enhancements. Our clients will be able to save time, improve staffing levels and increase customer satisfaction, while simultaneously improving their employee engagement levels. This is the time-tested formula for improving productivity, reducing agent churn and, once again, reinventing customer service to meet the highest expectations,” said Miki Migdal, President of the NICE Enterprise Product Group.

Scheduling options are now extremely easy to use and accessible from any mobile device. The ability to make changes and manage scheduling is more direct than ever before, thanks to AI. Additionally, a user-friendly interface that works directly with the WFM system allows for seamless navigation in cross-applications.

Contact centers utilizing it will benefit from the enhanced disaster recovery initiatives that NICE is working on implementing. This is essential after the displacing hurricanes of Harvey, Irma, and Maria, where businesses loss connectivity for extended periods of time, still trying to rebuild. The new implementation will keep companies up and running with virtually no downtime.

The WFM system proves to take the guess work out of workforce management. It’s an added benefit of keeping a business functioning, no matter the circumstances. And, an added sense of security; what employer does not want that?

So, what WFM solution is your business running on? 




Edited by Maurice Nagle



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