NICE IEX Workforce Management Ratings

Overall
4.8/5
Ease of Use
4.2/5
Customer Service
4.8/5

About NICE IEX Workforce Management

A centralized platform that helps your call center forecast and plan more accurately and schedule more effectively. Learn more about NICE IEX Workforce Management

Showing Most Helpful

Showing 8 of 8 reviews

Showing Most Helpful

Showing 8 of 8 reviews

Sort by:

Filter By:

Rating
Company Size
Reviewer's Role
Length of Use
Frequency of Use
Avatar Image
Cynthia R.
Customer Service Representative
Information Services, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Features
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
November 8, 2018

“Scheduling with NICE”

OverallScheduling in business
ProsMy 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.
ConsNice 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.
Reviewer Source 
Source: Capterra
November 8, 2018
Verified Reviewer
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
January 10, 2018

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

OverallExcellent intraday Workforce management and data reporting capabilities. Organized and efficient WF management ability.
ProsLots 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.
ConsIt 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. .
Reviewer Source 
Source: Capterra
January 10, 2018
Avatar Image
Angelina V.
Customer Advocacy
Restaurants, 501-1000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 7, 2020

“This Software is NICE!”

OverallWith Nice IEX it solves employees needing their time off request to be handled by upper management and allows them to request time off, themselves, and helps to encourage production with your productivity available under personal stats.
ProsWhat I enjoy most about Nice software is its convenience, and ease of services. It allows to request time off, trade your schedule, see accrued vacation. Keeps track of stats and hours all in one too.
ConsWhat I like least about Nice software is it allows others to see and adjust time the what was originally recorded.
Reviewer Source 
Source: Capterra
January 7, 2020
Rob H.
WFM phone routing coordinator
Retail, 501-1000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
January 9, 2020

“Nice WFM has lots of options”

OverallGood product, adjustable, difficult to build out initially. Requires at least 6 months of data to begin getting forecasts built.
ProsThe forecasting is fantastic. Excellent algorithm. Easy to use and adjust. Time off manager really helps simplify things as well.
ConsNo adaptable icons for segments, time off manager requires a lot of attention and sometimes has a mind of its own. Adding, removing or adjusting schedules is tedious. Small icons and easy to make small 15 min mistakes.
Reviewer Source 
Source: Capterra
January 9, 2020
Avatar Image
Chandra S.
Operations Supervisor
Package/Freight Delivery, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Features
4/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
December 4, 2019

“Decent Program”

OverallI enjoyed using NICE IEX as a basic Workforce tool. It was easy to view my schedule as well as others. It had easy to use forecasting tools. I only wished that it had a few more necessary features available
ProsEasy to Use Easy for users to read Stable program Multiple Workforce functionalities Able to manage multiple work groups
ConsI would have liked to see more features available for various individual tasks such as: Detailed schedule adherence Desktop analytics Detailed employee information Employee view of vacation days available to select
Reviewer Source 
Source: Capterra
December 4, 2019
Morgan C.
Sr Manager, Program Management
Telecommunications, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 24, 2019

“IEX Workforce Management is excellent for your company”

OverallForecasting, scheduling, and analytics.
ProsThis software is incredibly easy to use, and extremely powerful and scalable depending on the size of your organization. From scheduling, to forecasting, IEX has you covered. You will not be sorry that you choose IEX as a solution!
ConsOlder versions can be slower to load. But this is a minor detail as long as you keep updated.
Reviewer Source 
Source: Capterra
July 24, 2019
Y'Nita J.
Supervisor
Information Technology and Services, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
September 1, 2019

“Great Software ”

ProsI love that you call pull multiple reports, true meaning to workforce management.
ConsTakes a while to pull up once you click on it.
Reviewer Source 
Source: Capterra
September 1, 2019
Sean S.
Department Head
Transportation/Trucking/Railroad, 501-1000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 1, 2018

“A great solution for managing large, quantitive call center schedules”

OverallIEX 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.
ProsCustomizable features, easy to use interface, integration
ConsThere really aren't any negatives to report
Reviewer Source 
Source: Capterra
November 1, 2018