Hope is Not A strategy
NICE WFM enables customers with multiple digital channels to test an unlimited number of “what-if” scenarios that weren’t possible before.
The result: the power to accurately predict what staffing plan should be deployed on any given day at any given time, regardless of channels. Combine that with NICE’s intraday management functionality, and contact centers are ready for whatever may come their way in this new, complex, multi-channel world.
NICE’s WFM AI simulator can’t make every decision, but it ensures that contact centers have the data they need to make those decisions for themselves. Relying on machine learning and hard data is the NICE strategy—and it is a far better strategy than “hope.”