What's nicer than the world's best workforce management solution? Faster implementation and 25% cost reduction.
As a customer experience technology integrator and 4x Nice Partner of the Year, ICScx now hosts the Workforce Management (WFM) platform in the cloud. WFM uses AI and machine learning to help businesses manage their workforce and call center operations.
WFM in the ICS Cloud automates time-consuming processes, minimizes administration, and reduces personnel costs. The ICS Cloud eliminates costs for OS, database, servers, upgrades, and the internal resources required to support on-premise solutions. The ICS Cloud can save companies 25% of the cost of on-premise installations over three years.
The ICS Cloud is faster to implement than on-premise WFM solutions because it requires no additional hardware and installation.
WFM in the ICS Cloud improves forecasting, scheduling and employee engagement. The new implementation introduces integration into Human Resources Systems including UKG (United Kronos Group), Workday and ServiceNow.
The ICScx Cloud has ISO 27001 certifications, is SOC2-compliant, and can accommodate 50 to 20,000 agents.
The ICS Cloud is supported by the ICS 24/7 Onshore U.S. Support Team. ICS guarantees “4-Nine Uptime” (99.99%) – only 52.56 minutes of unplanned downtime per server per year.
NICE IEX Workforce Management (WFM) is a comprehensive tool designed to optimize workforce operations in contact centers and other environments. It provides robust scheduling, forecasting, and intraday management to ensure efficient staffing and seamless customer experiences.
NICE uses AI-driven tools and 45+ patented algorithms for precise forecasting, accommodating various work environments and customer demand patterns. The platform’s True-to-Interval (TTI) technology ensures accuracy in asynchronous tasks and long-duration interactions.
Employees can use self-service tools for scheduling, shift trades, and time-off requests, enhancing engagement and flexibility. Managers benefit from streamlined processes that automate schedule adjustments and intraday reforecasting.
A mobile app allows agents to view schedules, performance data, and notifications, offering transparency and real-time updates.
The system integrates advanced simulation algorithms for staff planning, enabling dynamic responses to changing conditions and ensuring optimal staffing levels across multiple locations and skill sets.
In addition, ICS provides 100 hours of its Customer Journey mapping service free to new customers who sign up for its WFM Cloud Service or similar contact center investment through its Best-of-Breed program with at least 250 seats.
“By understanding a company’s Customer Journey,” notes ICS President Ken Kiernan, “companies can perfect their sales and support responses at every step of the customer journey – from their website chatbot to AI-enhanced contact center systems to Workforce Management (WFM) that ensures employee availability for fast response.”
