NICE Systems launches industry’s first cloud-based WFO suite

The new WFO suite offers cloud deployment for contract centres, back offices, branches

NICE Systems, a Nasdaq-listed software solutions company, has launched globally its cloud-based workforce optimisation (WFO) suite, the first to offer full capabilities for recording, quality management, analytics , workforce management, performance management, incentive compensation, management and voice of the customer.

Available through both hosted and software-as-a-service (SaaS) models, the new WFO suite offers cloud deployment for contact centres, back offices and branches.

“Customers have easier access to the latest versions of the software (using WFO suite). Organisations can focus on business operations rather than monitoring and maintaining enterprise grade software,” the company stated in a press release on Wednesday.

The cloud WFO suite supports hybrid integrations of on-premise and cloud-based applications. For example, a customer can easily complement an on-premise NICE IEX Workforce Management solution with cloud-based interaction analytics, performance management, or any other cloud-based application, it added.

“Cloud-based deployment makes it easier and more cost effective for our clients to implement a complete set of advanced WFO solutions,” said Yochai Rozenblat, president of the NICE Enterprise Group.

Industry trends indicate rapidly-increasing demand for cloud technologies. According to DMG Consulting’s 2012-2013 cloud-based contact centre infrastructure market report, the number of cloud-based contact centre seats grew by 80.2% in 2011, following a 42.4% increase in 2010. The report anticipates that by the end of 2015, more than 18% of contact centre seats will be delivered by cloud-based contact centre infrastructure providers.