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.
WFM business consulting
Forecast accuracy, capacity planning and the business case underneath. We look at how demand actually behaves, which assumptions sit in the current model, and what one percent more forecast accuracy is worth in your operation. At P-Direkt this advisory work ran alongside the technical migration, not after it.
Implementation, cloud migration and version upgrades
From NICE IEX WFM to CXone WFM Pro, on-premise to cloud, or an upgrade to the latest version. At DPG Media an ageing on-premise setup moved to the cloud in six months for 500+ agents. At P-Direkt the migration from legacy to NICE IEX was combined with the upgrade in a single move.
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 forecastcurrently is?
Book a call and get a first read on the headroom in your current planning.