NICE CXone WFO Brings Enterprise-Class Workforce Optimization to Amazon Connect Customers

NICE announced that it is offering its market-leading CXone Workforce Optimization (WFO) suite as a cloud-native application on Amazon Web Services (AWS) to Amazon Connect customers. This integration gives users powerful and flexible WFO features, enabling an exceptional customer experience.

The NICE CXone platform enables continuous and non-disruptive feature delivery as organizations using Amazon Connect scale up or down to meet specific business needs. The full suite of CXone WFO solutions includes advanced forecasting capabilities, agent-preference-based scheduling, and user-friendly quality management and recording tools for monitoring, evaluating and coaching employees. Sign-up and onboarding takes only a few minutes, delivering a faster return on investment.

“Workforce optimization plays a critical role for Amazon Connect customers,” said Pasquale DeMaio, General Manager of Amazon Connect at Amazon Web Services, Inc. “The NICE cloud-based CXone WFO product, integrated with Amazon Connect, will provide value to our customers and empower enterprises to deliver world-class customer service experiences.”

Miki Migdal, President of the NICE Enterprise Product Group: “We are excited to announce our latest initiative in delivering the market’s leading cloud-native WFO solution. By bringing the flexibility of NICE CXone WFO to organizations benefiting from the efficiencies of Amazon Connect’s automatic call distributor (ACD), NICE is enabling contact centers to focus on engaging and optimizing their workforce. And an effective and motivated workforce is the driving factor behind customer satisfaction and meeting business goals.”