NICE WFM cloud-based suite helps iQor augment employee scheduling flexibility and improve engagement

iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced today its selection of the NICE Workforce Management (WFM) cloud-based suite to help teams further augment customer experience across its global service locations.

NICE is a globally recognized leading provider of both cloud and on-premise enterprise software solutions that empower organizations to make smarter decisions. In February 2020, NICE was named a leader in Gartner’s Magic Quadrant for Workforce Engagement Management—its fourth consecutive year.

iQor will use the NICE WFM suite to manage their customer representatives with AI-enabled forecasting, machine learning-based simulation for scheduling and real-time monitoring of adherence, automated intraday reforecasting and schedule re-simulation. The company is also in the process of tapping into NICE’s Employee Engagement Manager (EEM) solution to extend the reach of NICE WFM-based scheduling to agents regardless of their physical location.

“iQor is dedicated to putting our employees at the forefront,” said Gary Praznik, President and CEO at iQor. “NICE helps streamline our workforce management activities so that we are in a position to both plan intelligently and also quickly adapt to change in the near-term.”

NICE will benefit iQor’s clients by ensuring the right balance of staffing in its operations. It will also further enhance iQor’s ability to rapidly respond to unexpected fluctuations in call volume and accurately plan for seasonality, campaigns and product launches.

“NICE is a reliably accurate forecasting and staffing solution that we will be able to call upon in helping clients work through their workforce management challenges,” said Loren Dennis, Senior Vice President Workforce Management at iQor. “We are excited to leverage NICE’s additional capabilities to drive further improvements in productivity, employee engagement and customer satisfaction.”