NICE Systems today launched a cloud-based workforce optimization suite, with full capabilities for call recording, analytics, collecting voice-of-the-custom feedback, and managing quality, workforce, performance, and incentive and compensation. These solutions are offered through the hosted or software-as-a-service (SaaS) model to provide customers greater flexibility, lower upfront costs, and faster implementation.
The cloud WFO suite supports hybrid integrations of on-premises and cloud-based applications. For example, a customer can complement an on-premises NICE IEX Workforce Management solution with cloud-based Interaction Analytics,Performance Management, or any other cloud-based application.
“We are proud to deliver the market’s first comprehensive cloud-based WFO suite,” said Yochai Rozenblat, president of the NICE Enterprise Group. “We focus on delivering value to our clients by helping them leverage customer interaction data for improved operations and sales. Cloud-based deployment makes it easier and more cost-effective for our clients to implement a complete set of advanced WFO solutions.”