NICE Integrates CXone WFO to Amazon Connect

NICE has begun offering its CXone Workforce Optimization (WFO) suite as a cloud-native application on Amazon Web Services (AWS) to Amazon Connect customers.

The NICE CXone platform enables continuous and non-disruptive feature delivery as organizations using Amazon Connect scale up or down to meet specific business needs. The full suite of CXone WFO solutions includes advanced forecasting capabilities, agent-preference-based scheduling, and quality management and recording tools for monitoring, evaluating, and coaching employees.

"Workforce optimization plays a critical role for Amazon Connect customers," said Pasquale DeMaio, general manager of Amazon Connect at Amazon Web Services, in a statement. "The NICE cloud-based CXone WFO product, integrated with Amazon Connect, will provide value to our customers and empower enterprises to deliver world-class customer service experiences."

"We are excited to announce our latest initiative in delivering the market's leading cloud-native WFO solution. By bringing the flexibility of NICE CXone WFO to organizations benefiting from the efficiencies of Amazon Connect's automatic call distributor (ACD), NICE is enabling contact centers to focus on engaging and optimizing their workforce. And an effective and motivated workforce is the driving factor behind customer satisfaction and meeting business goals," said Miki Migdal, president of the NICE Enterprise Product Group, in a statement.

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Posted October 12, 2017