I have trusted NICE Workforce Optimization for over a decade. Solid system, nearly no downtime, keeps productivity high!
January 16, 2019

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

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE Workforce Optimization

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.
  • Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
  • Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
  • Savings from self-service options for PTO use and schedule management, reducing administrative cost.
Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
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.