Not all Cloud based Workforce Management Applications are Created Equal
The overall trend in recent years has been a significant shift towards moving IT applications to the cloud. This shift is driven by various factors, including the need for increased flexibility, scalability, cost efficiency, and enhanced collaboration. Cloud computing offers businesses the ability to access and utilize computing resources, software, and data storage over the internet, rather than relying on on-premises infrastructure.
Within this broader trend, contact centers have also been transitioning to the cloud through the adoption of Contact Center as a Service (CCaaS) solutions. CCaaS is a cloud-based model that enables organizations to outsource their contact center technology and operations to a third-party service provider. This model offers several advantages over traditional on-premises contact center systems. But the move to the cloud has to be carefully considered and planned.
Not all workforce management applications are created equal.
When businesses transition from an on-premises contact center to a cloud-based CCaaS (Contact Center as a Service) platform, they sometimes encounter unexpected challenges.
One such challenge is the realisation that the new Workforce Management (WFM) functionality that is embedded in the chosen CCaaS solution, does not meet their requirements in the new cloud environment. Often, organisations expect that the transition from the on-premises based WFM solution is smooth and simple and will deliver the exact same functionality, but now from the cloud.
The reality can be vastly different, and this discovery can lead to last-minute plan changes, go-live delays, and sometimes even business disruptions:
The Importance of Effective Workforce Management:
Workforce Management is a critical component of contact center operations. It involves forecasting, scheduling, and optimizing staffing levels to ensure efficient operations and exceptional customer experiences. A robust WFM application is essential to achieve these goals.
An inadequate WFM application can hinder workforce productivity, lead to understaffing or overstaffing, result in poor customer service, and negatively impact employee morale. Businesses may find themselves struggling to meet service level agreements, experiencing higher costs, and failing to optimize their workforce efficiently.
Transitioning from an on-premises contact center to a CCaaS platform requires careful consideration of the WFM application specifically. ?The WFM application is used by business users as their daily tool to create forecasts, schedules and monitor the performance on the operation, whilst agents need functionality to set their preferences, trade shifts and view their schedules easily. Moving to a new platform will change the user experience and if functionality is missing, may create employee dissatisfaction.
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The Solution: NICE CXone with NICE IEX Integrated:
If you are still looking to migrate your contact center application to the cloud, and want to ensure you will have all the breadth and depth your organisation requires, NICE CXone, a comprehensive CCaaS platform, offers a seamless solution to the WFM challenge with NICE IEX Integrated. This integration combines the power of CXone's cloud-based contact center capabilities with the market-leading and proven WFM application, NICE IEX Integrated.
Benefits of NICE CXone and NICE IEX Integrated:
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NICE IEX Integrated with other CCaaS solutions
If you have already moved your core contact center application to the cloud, but find that the embedded WFM functionality is not sufficient or may even block you from going live, NICE IEX integrated can still be a good option. BrightContact has extensive experience with integrating NICE IEX Integrated to various cloud based contact center solutions, ensuring the business operation can continue and forecasters and planners have the right tools to deliver on their objectives.
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Conclusion
By recognising the importance of WFM and selecting the right solution, businesses can avoid the pitfalls of inadequate workforce management and thrive in the cloud-based contact center environment.
Choosing a solution that seamlessly integrates a market-leading WFM application like NICE IEX Integrated with a powerful CCaaS platform like NICE CXone ensures that businesses can optimise their workforce and deliver exceptional customer experiences, and ensure the migration of your contact center to the cloud is a succes.
To learn more about the powerful combination of NICE CXone and NICE IEX Integrated, contact BrightContact today.
Great insights on the significance of effective workforce management during the transition to a cloud-based contact center. It's essential for businesses to carefully consider the WFM functionality provided by their chosen CCaaS solution to avoid potential challenges and disruptions. Your recommendation of NICE CXone with NICE IEX Integrated as a seamless solution to the WFM challenge is valuable. The NICE IEX Integrated is also a great solution with and in combination with existing Genesys Cloud clients..! The advanced forecasting and scheduling capabilities of NICE IEX Integrated, combined with the real-time adherence monitoring and intraday management features, offer organizations the necessary tools to optimize their workforce and deliver exceptional customer experiences. By recognizing the importance of WFM and selecting a solution like NICE IEX Integrated, businesses can overcome the potential pitfalls of inadequate workforce management and thrive in the cloud-based contact center environment. Thank you for sharing this valuable information!