WFM

The collaboration opens up growth opportunities in CX, WFM, and digital transformation NICE and Cognizant announced the launch of a global strategic go-to-market partnership to accelerate customer experience (CX) transformation. This partnership leverages Cognizant’s deep consulting and business transformation capabilities along with NICE CXone’s industry-leading complete, integrated cloud platform to accelerate customer adoption of advanced […]

Playvox, a provider of contact centre workforce engagement management (WEM) solutions, has expanded its Workforce Management (WFM) Capacity Planner solution. Within the Capacity Planner, contact centre leaders can do the following: Access historical data to generate a fluid capacity plan that forecasts volumes already built in the system; Obtain visibility with absence, shrinkage, and attrition […]