NICE has unveiled cutting-edge Workforce Management (WFM) capabilities designed to help organizations seamlessly manage both front and back-office operations in the digital age. The new Inventory Insights feature, combined with the transformative TTI solution, integrates omnichannel, contact center, and back office processes into a unified planning framework, highlighting cross-department efficiencies that enhance overall performance. This approach is pivotal for managing today’s complex customer experience (CX) workforce, enabling organizations to effectively navigate the intricacies of customer and non-customer interactions.
“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 organizations to effectively manage the front and back office in the digital era. Organizations 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 organizations to benefit from the entire suite of WEM solutions now available to the back office,” said Barry Cooper, President, CX Division, NICE.
DMG Consulting's survey indicates that leveraging AI to enhance CX, particularly through the integration of contact center and back office functions, ranks among the top three priorities for business leaders. Back-office functions, which include crucial tasks such as processing orders and payments, significantly impact contact center efficiency by resolving issues preemptively, thereby reducing customer interaction volumes.
NICE’s TTI solution addresses the specific demands of digital channels through advanced forecasting and planning techniques. By accurately predicting staffing needs and dynamically adjusting for various interaction types, TTI enhances staffing precision for digital and asynchronous channels. Coupled with Inventory Insights, this advancement in NICE's WFM capabilities optimizes blended contact center operations by aligning back-office tasks with a unified planning interval.
This integration allows for effective planning and scheduling of personnel across both contact center and back-office roles. Back-office operations encompass administrative and support functions that are not directly client-facing, such as settlements, record maintenance, regulatory compliance, and accounting.
In other news, NICE Actimize has unveiled IFM 11 (Integrated Fraud Management), the latest iteration of its renowned AI-driven fraud detection and management platform.
