NICE Launches New Version of NICE Workforce Management

NICE Systems as updated its NICE Workforce Management (WFM) solution with tighter integration with other NICE solutions and enhanced usability for managing agents' time off.

Also included in the release are the following new features:

  • Increased granularity for Time-Off Manager: Agents and supervisors can now request and manage time off according to hours instead of days.
  • Greater capabilities with Work Journal: Employees and supervisors can enter in bulk the amount of work completed per day to quantify work volume for off-desktop activities, and entered history can be used downstream for forecasting and scheduling.
  • New time standards for forecasting: Administrators can enter a standard value once and use it for all future forecasts.
  • Improved long-range planning with Employee Engagement Manager: Agents and users now have an enhanced user interface and the new API's tighter integration for long-range planning.

"This latest version of our Workforce Management solution reflects NICE's commitment to helping our customers achieve their business goals by providing flexible, agent-centered solutions that reflect current trends in employee engagement and enable users to deliver the best possible customer experience. Developed by paying close attention to our customers' evolving needs, these new features underscore our market leadership position," Miki Migdal, president of the NICE Enterprise Product Group, said in a statement.

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Posted July 08, 2016