NICE Adaptive WFO Reviews

6 Ratings
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100

Do you work for this company? Manage this listing

Overall Rating

Reviewer's Company Size

Last Updated

By Topic




Job Type


Reviews (1-1 of 1)

Anonymous | TrustRadius Reviewer
January 15, 2019

I have trusted NICE Workforce Optimization for over a decade. Solid system, nearly no downtime, keeps productivity high!

Score 10 out of 10
Vetted Review
Verified User
Review Source
NICE Workforce Optimization helped me to schedule resources at the right time of day, make decisions on the best time of year to hire, track agent performance, and budget for business activities. I have used it in Customer Service, Sales, and Emergency Dispatch call center functions.
  • Interval call volume forecasting.
  • Agent schedule adherence.
  • Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
  • Agent self-service options.
  • Long term forecasting functionality.
  • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
  • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.
Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.
Read this authenticated review

NICE Adaptive WFO Scorecard Summary

About NICE Adaptive WFO

NICE Adaptive WFO (Worforce Optimization) is a suite of call center analytics and call center workforce management software from multinational NICE Systems headquartered in Israel.

NICE Adaptive WFO Technical Details

Operating Systems: Unspecified
Mobile Application:No