Nice Workforce Management IEX

DMG Consulting LLC called the solution NICE Workforce Management in the field of personnel management (WFM) the best in the market which share of implementations makes 22.5% of the total amount of the market of similar solutions. According to the report "2011 Contact Center Workforce Management Market Report" which describes solutions of 8 suppliers of NICE wins the fourth year in a row first place by quantity of organized jobs in contact centers. These results are supported with other report – "2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report", – which also called NICE the leader in the field of solutions on optimization of work of contact centers with presence in the market for 36.4%.

According to the President of DMG Consulting Donna Fluss, "2010 was very significant for the personnel management market, and 2011 will be even more productive and the innovation. Development of multi-channel contact centers and the growing demand for the mixed entering/proceeding environments increases the need for more advanced and flexible solutions for WFM. Vendors are ready to propose all best and best solutions".

A system allows to trace the load graph and operator resources which are available at present and also to precisely predict and plan work of personnel. Workforce Management provides timely information on flows of calls and holding time, allowing heads to react to these changes quickly and effectively. Besides, in a system an opportunity to consider presence at each operator of several different skills and different level of proficiency in each of them is implemented. At the same time automation of many labor-consuming tasks, in particular, drawing up diagrams of changes, reduces time expenditure on planning and job evaluation of both the individual employee, and all collective.