NICE Adaptive WFO and cloud-based EVOLVE WFM Recognized for Advancing the Contact Center Industry and Driving Better Customer Service

PRESS RELEASE: NICE announced that it has received two awards presented by TMC’s CUSTOMER magazine for its innovation and leadership in Workforce Optimization (WFO). NICE Adaptive WFO was a recipient of the magazine’s first-ever Workforce Optimization Innovation award, while NICE EVOLVE WFM was declared a 2017 Product of the Year.

Both solutions were recognized by TMC as advancing the contact center industry and driving better customer service.

NICE Adaptive WFO provides persona based insights into employees’ individual skills and preferences, so they can be directed to where they will be most effective and engaged. When they are meaningfully engaged, customer service agents perform better, managers achieve more, and attrition is reduced. These optimizations create a strong and stable workforce, which, in turn, provides greater customer satisfaction.

NICE’s cloud-based EVOLVE WFM solution is a sophisticated SaaS solution for automated scheduling, forecasting, and real-time adherence to help organizations. Already adopted by companies globally, especially small and mid-sized businesses, the solution helps organizations handle the complexities of the modern contact center environment in a simple manner. The continuous delivery model ensures that new capabilities are immediately available and eliminates the need for traditional upgrades, providing a model that is seamless and non-disruptive to business continuity.

Miki Migdal, president of the NICE Enterprise Product Group, said: “We are honored that TMC has seen fit to recognize NICE for our leading customer experience technologies across two Workforce Optimization categories. Our goal is to provide the most innovative, data driven solutions to allow organizations to engage their employees in new ways.”

“On behalf of TMC and CUSTOMER magazine, I would like to congratulate NICE on its multiple awards,” said TMC CEO Rich Tehrani. “These solutions provide insights that tie together data from multiple sources to help develop an overall strategy to deliver a better overall customer experience. There were many impressive contenders this year, and NICE stood out for its dedication to innovation.”