The right staffing, every day.
We build forecasting, scheduling and real-time adherence on NICE IEX WFM and CXone WFM Pro, and migrate existing WFM estates to the cloud.
Workforce management is the only area where we own technology of our own, and the area holding our largest engagements. The question is rarely whether the software works. The question is whether the forecast is right, whether the schedule is supported by the people in it, and whether someone can explain on Monday morning why staffing looks the way it does.
Live, without your customers noticing.
We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including integrations with CRM, ERP and telephony.
- Target architecture and migration plan: what moves when, which integrations are critical, and what the fallback is.
- Implementing omnichannel routing across voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer - and multiple brands and languages in one environment.
- Hand-over into our own 24/7 operations, including training for administrators and supervisors, with a single point of contact.
Live, without your customers noticing.
We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including integrations with CRM, ERP and telephony.
- Target architecture and migration plan: what moves when, which integrations are critical, and what the fallback is.
- Implementing omnichannel routing across voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer - and multiple brands and languages in one environment.
- Hand-over into our own 24/7 operations, including training for administrators and supervisors, with a single point of contact.
The BrightContact Genesys Cloud/NICE WFM Adapter
The only piece of technology we own ourselves. The adapter connects NICE IEX WFM to a contact centre platform from another vendor, so the choice of a WFM package is not locked to the choice of contact centre. At KPN the WFM setup for 4,000+ agents runs this way.
From 1,000 agents in central government to 12,000 employees across seven countries.
agents on a single schedule, with AI-driven forecasting and real-time adherence.
employees across 12 sites, 7 countries and 9 languages, with machine learning for demand forecasting.
serving HR for 120,000 central-government employees. Legacy to NICE IEX plus upgrade in a single move.
What clients usually ask first.
Curious how far off your forecast currently is?
Book a call and get a first read on the headroom in your current planning.