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There was a time when legacy was a strong, positive word; today, however, things have changed a bit. In terms of technology, legacy translates to outdated, rigid and in general lacking the necessary components to support the rigorous demands of the modern enterprise. That’s right, I’m talking about digital transformation, which is taking center stage in all aspects of business, but for today, let’s focus on workforce optimization.

Today, NICE announced an interesting milestone; its future forward workforce optimization software has displaced over 100 legacy workforce optimization deployments. This cements the success of the inContact acquisition and the integration of the NICE data-driven workforce optimization applications with the NICE-inContact Customer Interaction Cloud to provide a robust and comprehensive solution for the contact center.

“As the NICE inContact teams continue to execute on our vision of providing the market a true end-to-end contact center cloud offering, I view the migration of over 100 customers to the NICE WFO solution from their previous legacy solutions as a vote of confidence in our strategic direction as well as in the quality of our solution. We are pleased to offer our existing customers access to the full NICE WFO solution in order to help them realize the benefits of an integrated contact center cloud solution. This has been a great opportunity for the NICE and inContact teams to work side by side and strengthen our identity as one company. We look forward to hitting additional milestones in the migration process.”

Customers that completed the merger received advance process automation; scalable and flexible infrastructure in the cloud; a fully integrated NICE-inContact solution; and each process optimized with advanced analytics.

Customer service is a key differentiator is today’s market, which signals an end of days for legacy, “analog” solutions. The future of business is data driven, and so too should your workforce optimization.

What are you using for workforce optimization?