For many corporations, contact centers operate as the core of customer communications. In an inbound contact center, agents take incoming calls and work to improve customer experiences and nurture new and existing relationships. An outbound contact center, on the other hand, is a customer service or sales function staffed with agents that make outgoing phone calls to customers and prospects.

The NICE IEX WFM Outbound Workforce Management platform, including Enhanced Strategic Planner and Employee Engagement Manager, helps empower outbound contact centers to plan more accurately and schedule more effectively. It supplies real-time information from dialers, allowing for improved agent and operational performance, and integrates data seamlessly across the enterprise while simultaneously automating many time-consuming and labor-intensive administrative tasks.