Discover WFO

Discover WFO Launch – What’s New and Why it’s Important to You

Shortly before our annual ICUC user conference in September, we unveiled our new Discover WFO suite perfect for small to medium sized call centers. This workforce optimization suite is designed to cover all WFO needs including Call Recording, Quality Management, Speech and Desktop Analytics, Workforce Management and Performance Management.

What does that mean for you? First, Discover WFO leverages the great technology from Uptivity, a company we acquired in spring 2014. Prior to their rebranding to Uptivity, the company was called Call Copy. Uptivity/Call Copy has been focused on WFO solutions for over 10 years and has built a strong reputation on providing all the technology call centers need to track and optimize the performance of their agents.

Prior to our acquisition, Uptivity was focused on solutions for call centers that had not yet made the leap to the cloud and still worked with on-premises equipment. With the NICE platform, companies can now utilize both first-class WFO technology and also the flexibility of the cloud to decrease costs in their call centers and improve performance.

For those already using the NICE platform, you’ll be happy to know that the Discover WFO suite is fully integrated with our ACD software and inView Performance Dashboards. With Discover WFO, you can significantly increase customer satisfaction by improving staffing efficiencies, adjusting business processes much faster, and enhancing agent performance.

Click here to learn more about the Discover WFO suite.