NICE Systems

NICE IEX Workforce Management


5 / 5
3 reviews


Average Ratings

3 Reviews

  • 5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows

Vendor Details

  • NICE Systems
  • www.nice.com/

About NICE IEX Workforce Management

A centralized platform that helps your call center forecast and plan more accurately and schedule more effectively.


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NICE IEX Workforce Management Features

  • Budgeting & Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Labor Projection
  • Performance Appraisal
  • Recruiting Management
  • Scheduling
  • Skills Tracking
  • Time & Attendance
  • Variable Workforce

NICE IEX Workforce Management Reviews Recently Reviewed!


Used to manage a workforce of over 800 Contact Center agents in multiple sites

Jan 10, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Lots of features and functionality offering many scalable options to grow as your site adds staff. Also functional when reducing staff due to seasonality. Good Historical and real time data provided to assist with decision making. WF Analysts love this product. It allows for multiple screens, great use of color and customizable desk top for managing data, trends and reporting. Can plug and play with most other CRMs making this a great option regardless of your core application. Integration is fairly straight forward and not too difficult and support is excellent.

Cons: It is an expensive option. High learning curve and specialized training required to get the Work Force staff and supervisors/managers up to speed and using all of the functions. .

Overall: Excellent intraday Workforce management and data reporting capabilities. Organized and efficient WF management ability.

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Scheduling with NICE

Nov 08, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Extremely
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Pros: My company use NICE to create schedules, track schedules, breaks, trades and make instant schedule changes. Working in a call center environment means rapid changes as manpower is based on consumers. NICE allows a monitor to quickly adapt schedules to fit demands, offer time off when things are slow and make employees aware of extra overtime when calls are at their peek. In my company, we rely on NICE everyday and throughout the day.

Cons: Nice doesn't have the most appealing interface. It is pretty cut and dry so to speak. Navigation can be a bit tricky. It would be nice to have a larger interface with a bit more interactive icons. I find, quite often, that when clicking a link in the calendar it tend to get lost and either skip way ahead or remain on the current day.

Overall: Scheduling in business

A great solution for managing large, quantitive call center schedules

Nov 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Customizable features, easy to use interface, integration

Cons: There really aren't any negatives to report

Overall: IEX was a great tool to balance agent availability for larger call centers. It really streamlines the process of scheduling, and makes keeping coverage in place to handle mass call flows. Easy to change when planning or on the fly.