PRESS RELEASE: NICE announced a set of enhancements to its award-winning EVOLVE Workforce Management (WFM) solution that extends its enterprise-class staff forecasting functionality to contact centers of all sizes through the cloud. As part of the first continuous delivery workforce management solution, these powerful forecasting features are easy to use and make accurate capacity planning far more cost-effective.
The NICE EVOLVE WFM forecasting module offers businesses the most robust set of tools in the market. Precise forecasts of customer demand are created by automatically applying user-defined rules and historical data, taking into account such factors as single- and multi-skill tasks and multichannel requirements. Managers can also easily use the solution’s unlimited “what if” scenarios to adjust forecasts, staff scheduling and capacity planning at their discretion.
As a result, businesses of all sizes can enjoy a rich, intuitive set of tools that simplify and streamline contact center workforce management – enabling them to benefit from cost savings, forecasting accuracy and planning efficiencies that contribute to greater customer satisfaction.
NICE EVOLVE WFM forecasting combines next-generation technology (including advanced mathematical methods such as Box-Jenkins ARIMA, exponential smoothing and multi-linear season regression) with an award-winning, customer-friendly user interface and cloud-based delivery. EVOLVE customers receive NICE’s leading public cloud workforce management solution without the long-term hardware investment, annual maintenance and upgrade hassles typically associated with enterprise-grade software; and, implementation is carried out in mere minutes.
Miki Migdal, President of the NICE Enterprise Product Group: “Accurate forecasting is essential to any organization that prioritizes customer experience – businesses must ensure that they have the right person in place at the right time to manage customer inquiries in both an efficient and satisfactory manner. We are pleased to make this capability available to businesses of all sizes, with our cloud-based EVOLVE WFM solution. Our enhanced automated forecasting capabilities, now available in the cloud, will allow organizations to reinvent customer service without the need for downtime, lengthy training, or special integrations with their existing systems.”