Overview
Artificial intelligence (AI) was formally founded as an academic discipline at a conference in 1956, long before workforce management (WFM) systems became a staple in the contact center. In the years since, AI initiatives and enthusiasm have ebbed and flowed, but there’s been a recent surge in interest and investment due to advancements in computing power, an explosion of data collection and the business need to seek increased productivity and profitability through technology.
This eBook describes how NICE WFM uses artificial intelligence and a machine learning-based simulation process in creating schedules.
Transform WFM for the Digital Age with True to Interval (TTI)
Digital channels have broken traditional WFM forecasting and scheduling methods in the contact center. To keep up with your customer’s expectations for fast, human service, drastic changes to workforce management are needed, and NICE WFM True to Interval (TTI) is designed for your new reality.
Accurate forecasting with artificial intelligence
Learn how AI Forecasting provides improves everything from service level attainment to Customer Satisfaction and First Call Resolution scores.
NICE WFM Suite
This ebook will discuss the different modules available within the NICE WFM Suite.
