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NICE Ltd

NICE Workforce Management

Composite Score

7.7 /10

CX Score

8.0 /10

5 Reviews Write a Review

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What is NICE Workforce Management?

NICE WFM 7.0 adds new capabilities to the existing capabilities to make the most used WFM solution on the market even more powerful. From single sites to global omni-channel enterprises, call centers of all sizes are leveraging NICE WFM to gain visibility across the front and back offices, optimize scheduling and automate time-consuming process tasks. More versatile, accurate and reliable than any workforce solution to date, it engages employees and empowers your teams like never before.

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NICE Workforce Management Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

100 Plan to Renew

82 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+100 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love NICE Workforce Management?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 86

Workforce Planning and Forecasting

100

Shift Management

100

Time Capture

100

Workforce Dashboards and Reporting

Workforce Scheduling

Absence Management

Staffing

Attendance Management and Policies

Rate Policies

Labor Costing and Splitting

Time Capture Physical

Vendor Capability Ratings

Average 87

Ease of Implementation

100

Vendor Support

100

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Ease of Customization

Business Value Created

Availability and Quality of Training

NICE Workforce Management Reviews

Shanique G.

Role: Operations
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Complete WFM Software For Call Centre

Likeliness to Recommend

8 /10

What differentiates NICE Workforce Management from other similar products?

I like that Nice WFM has multi-skill simulation which makes our work more efficient and we don’t need to use different solutions to manage to schedule or call traffic. From using NICE, I can check my schedule daily and monthly. This keeps me organized, in the know and allows me to plan appropriately. I can also make a request to book time off/swap shift patterns around on my schedule, as well as use my allowance.

What is your favorite aspect of this product?

I like that NICE WFM Analytics and Forecasting techniques greatly help employees to plan and execute in timely manner and hassle free solution. I like that Schedule changes are easy to request, convenient and all under one menu. Information is short and sweet and easy to understand. I can view an outlook on the weekly, monthly and yearly basis to see how many of the workforce are in and out. Information on my hours that remain including Holidays.

What do you dislike most about this product?

There is nothing about NICE WFM that I dislike at the moment

What recommendations would you give to someone considering this product?

I strongly recommend NICE WFM for any Call Centre as it open simulation to attain ideal occupancy as per process/project needs. Nice IEX helps to create optimized schedules with inputs like volume, AHT, service goals, and business operating hours along with current location schedule restrictions. The tool is convenient in adapting to the inputs entered while we get almost near to the outcomes.

Pros

Reliable
Unique Features
Saves Time
Acts with Integrity

Lewis M.

Role: Sales Marketing
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

Great product, not known for WFM but quality

Likeliness to Recommend

10 /10

What differentiates NICE Workforce Management from other similar products?

Quality service

What is your favorite aspect of this product?

CCaaS Integration

What do you dislike most about this product?

Nothing particularly

What recommendations would you give to someone considering this product?

Highly recommend

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

NICE Workforce Management

What is NICE Workforce Management?

Company Details

Book a Free Demo Today!

NICE Workforce Management Ratings

88 Likeliness to Recommend

100 Plan to Renew

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+100 Net Emotional Footprint

How much do users love NICE Workforce Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workforce Planning and Forecasting The ability to forecast and plan for labor requirements based on historical, heuristic, and other parameters.

Shift Management The ability for employees to exchange and bid on available shifts, rotations, and schedules.

Time Capture The use of device-agnostic methods to clock-in/out of a shift or role.

Workforce Dashboards and Reporting The ability to report on both in-range (day, week, month, quarter, etc.) events as well as aggregate views of labor.

Workforce Scheduling The ability to configure work schedules for hourly and salaried employees and teams (e.g. crew, car, vessel), including rotations and recurring shifts.

Absence Management The ability to configure absence policies and types, call-ins, and provide visibility into absences.

Staffing The rostering or assigning of resources to a shift or schedule based on a pre-defined set of criteria.

Attendance Management and Policies The ability to configure rules related to types of hours, job requirements, thresholds, and eligible employees.

Rate Policies The ability to configure or integrate with rate policies for jobs, resources, and other identifying attributes.

Labor Costing and Splitting The ability to report on the cost of labor for schedules, resources, and work types against other reporting dimensions.

Time Capture Physical The use of physical clocks (swipe, key, biometric, retina) to clock-in/out of a shift or a role.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

NICE Workforce Management Reviews

Shanique G.

Complete WFM Software For Call Centre

Likeliness to Recommend

Pros

Lewis M.

Great product, not known for WFM but quality

Likeliness to Recommend

Pros

Feature Ratings

Workforce Planning and Forecasting

Shift Management

Time Capture

Workforce Dashboards and Reporting

Workforce Scheduling

Absence Management

Staffing

Attendance Management and Policies

Rate Policies

Labor Costing and Splitting

Time Capture Physical

Vendor Capability Ratings

Ease of Implementation

Vendor Support

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Ease of Customization

Business Value Created

Availability and Quality of Training