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Easily automate intraday operational
adjustments across the contact center
NICE inContact Workforce Intelligence is a fully-integrated contact center operations engine that turbo charges supervisor productivity by triggering routing or workforce changes to achieve service levels, freeing supervisors from mundane tasks and allowing them to prioritize coaching and agent training. Workforce Intelligence incorporates knowledge of performance and scheduling into current operational status, creates responsive, sophisticated alerts and actions without the need for manual intervention or monitoring. By providing a complete view across CXone ACD and WFO applications, Workforce Intelligence initiates resolutions to unforeseen challenges, creating the best possible customer experience.
Adapt to changing conditions in your contact center
Empower customers to find answers with self-service and agent-assisted options
Maximize supervisor efficiency with automatic alerts and actions
Connect core contact center metrics to workforce optimization data and processes
Identify new opportunities to improve processes and operational efficiencies
A fully-integrated contact center operations engine
Resolve performance issues faster
Gather the right data from your ACD and WFO applications, & respond in real-time to changing conditions by quickly adjusting campaigns & activities.
Maximize supervisor productivity
Automatically adjust to changing conditions based on real-time information from the complete contact center view.
Connect information to action
Built on an Open Cloud Foundation & backed by the power of CXone, Workforce Intelligence connects your contact center to your workforce—on the same platform in the same cloud.