Workforce

CXone Workforce Optimization

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Call Center Software
Move to the cloud but keep one foot on the ground
Companies with traditional on-premises telephony systems from leading ACD providers can take their first step toward the cloud while leveraging their current on-premises PBX or ACD investment with NICE inContact CXone Workforce Optimization Pro. Start your cloud journey with Workforce Optimization, and rest easy knowing you have a clear path to a full contact center cloud transformation when you’re ready.

CXone Workforce Optimization unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance the customer experience, and reducing labor waste. Our patented technology provides the industry's most accurate forecasts, helps foster employee ownership & accountability, and integrates seamlessly with your existing on-premise ACD or PBX.
For information regarding our Public Safety offering, visit NICE Public Safety
Improve customer experience
Understand the true experience your customers receive and automate measurable quality improvement plans

Achieve

Achieve your NPS, CSAT, CES and other key quality objectives

Increase

Increase customer retention by detecting dissatisfaction

Transform

Transform your contact center into an experience center

Improve

Improve customer loyalty by turning around bad experiences
Increase agent engagement and retention
Happy agents create happy customers. Empowering and helping your agents perform better will improve the customer experience and increase agent job satisfaction

Increase

Increase personal ownership of your agents

Decrease

Decrease supervisor workload while improving agent performance

Improve

Improve agent engagement and reduce attrition

Deliver

Deliver better experiences for your agents
Achieve service levels at lower cost
Quickly pinpoint efficiency opportunities and easily implement repeatable solutions

Optimize

Optimize headcount requirements to achieve service level objectives

Minimize

Minimize administrator effort to generate an accurate forecast

Gain

Gain full understanding of root cause and pain points within the customer journey

Lower

Lower repeat call volume by continuously identifying and resolving process issues
Protect and leverage existing investments
Seamlessly integrate WFO in the cloud with on-premises PBX and ACD solutions, providing a flexible journey to the cloud.

Maximize

Maximize existing on-premises investments while gaining benefits of the cloud.

Deliver

Deliver continuous updates with industry-leading features.

Expedite

Expedite time to benefits with rapid deployment in days instead of months, and minimize ongoing IT support costs.
Our patented technology
  • Provides the industry's most accurate forecasts
  • Helps you foster a greater sense of employee ownership and accountability
  • Seamlessly integrates with your existing on-prem solution

Ready to transform the way you achieve
your customer experience goals?

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