CXone Workforce Optimization
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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.
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.
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 objectivesIncrease
Increase customer retention by detecting dissatisfactionTransform
Transform your contact center into an experience centerImprove
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 agentsDecrease
Decrease supervisor workload while improving agent performanceImprove
Improve agent engagement and reduce attritionDeliver
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 objectivesMinimize
Minimize administrator effort to generate an accurate forecastGain
Gain full understanding of root cause and pain points within the customer journeyLower
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
CXone WFO Pro for On-premises Contact Centers
