NICE unveils new workforce management tools

Customer experience management AI company NICE has launched new workforce management (WFM) capabilities designed to help organisations easily manage their front and back workstreams.

The latest release of NICE's WFM platform introduces an inventory insights feature which, combined with true-to-interval (TTI) functionality, merges omnichannel, contact centre and back office into a common planning interval.

The TTI solution aims to drive improved staffing accuracy by considering the time needed to handle every type of interaction, with organisations able to adjust staffing as needed to address the unique requirements of digital and asynchronous interactions.

The platform allows customers to use AI to integrate contact centre and back office operations, enabling organisations to address problems before customers need to contact them.

NICE CX Division President Barry Cooper said with the solution, NICE is again raising the bar.

"In the early 2000s, NICE led the market with skills-based routing. Two decades later NICE continues to lead with innovation like TTI, which enables organisations to effectively manage the front and back office in the digital era," he said. "Organisations have come to NICE with a critical need to merge the back office with CX operations. We’ve not only delivered on that need but also opened the door for CX organisations to benefit from the entire suite of WFM solutions now available to the back office."

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