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Description

Harnessing data to anticipate and guide decisions is essential for effective service operations. Envision a scenario where every choice made is increasingly precise, timely, and strategically planned, resulting in countless small advantages every moment of the dayβ€”all accessible to your leadership team. The landscape of traditional workforce management is undergoing significant transformation, giving way to the era of Decision Intelligence. Our clientele understands that uncovering and optimizing their latent capacity can lead to reduced overtime costs, fewer temporary hires, balanced workloads within teams, compliance with service level agreements, enhanced employee wellbeing, and efficient scaling during peak periods. Remarkably, with decision intelligence, they can achieve all of this continuously and in real-time. The outcomes they experience are nothing short of extraordinary. We proudly stand as the sole provider of a dedicated Decision Intelligence platform specifically designed for service operations, addressing various needs across sectors such as banking, insurance, healthcare, and business process services. This innovation not only streamlines operations but also empowers organizations to reach their full potential.

Description

NiCE CXone Mpower Workforce Management is an intelligent workforce planning solution built for modern contact centers. It uses AI-powered forecasting and scheduling to align staffing with real customer demand. The platform adapts in real time, adjusting plans based on volume changes, shrinkage, and agent availability. Automated workflows reduce administrative effort for managers and planners. CXone Mpower WFM supports omnichannel operations, including voice and digital interactions. Agents benefit from flexible, self-service scheduling that improves engagement and adherence. Long-term planning tools help organizations prepare for evolving customer needs. Mobile access gives agents better visibility and control over their schedules. The solution is part of the broader CXone Mpower AI platform, ensuring seamless integration with CX operations. Together, these capabilities enable smarter workforce decisions and improved service outcomes.

API Access

Has API

API Access

Has API

Screenshots View All

Screenshots View All

Integrations

Call Coach AI
Groov
Haiku
Inbenta Search
NiCE Employee Engagement Manager (EEM)
ULAP SBCaaS

Integrations

Call Coach AI
Groov
Haiku
Inbenta Search
NiCE Employee Engagement Manager (EEM)
ULAP SBCaaS

Pricing Details

No price information available.
Free Trial
Free Version

Pricing Details

No price information available.
Free Trial
Free Version

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Deployment

Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Customer Support

Business Hours
Live Rep (24/7)
Online Support

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Types of Training

Training Docs
Webinars
Live Training (Online)
In Person

Vendor Details

Company Name

ActiveOps

Country

United Kingdom

Website

activeops.com

Vendor Details

Company Name

NiCE

Founded

1986

Country

United States

Website

www.nice.com/products/workforce-management

Product Features

Decision Support

Application Development
Budgeting & Forecasting
Data Analysis
Decision Tree Analysis
Monte Carlo Simulation
Performance Metrics
Rules-Based Workflow
Sensitivity Analysis
Thematic Mapping
Version Control

Employee Monitoring

Activity Monitoring
Browsing History
Email Monitoring
Keystroke Recording
Productivity Analysis
Remote Control
Screen Activity Recording
Time & Attendance
Time Tracking

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Product Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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