The contact center is a complex operation requiring a multitude of components to operate with Swiss watch-like performance. Like that of a symphony, all pieces must function in concert to provide customers with exceptional experiences. It’s that simple. While this is a crowded space of vendors, NICE is doing everything in its power to separate from the pack.

This week, NICE announced the acquisition of WorkFlex to augment its Adaptive Workforce Engagement suite. WorkFlex developed a machine learning workforce forecasting and scheduling system optimized for contact center operations, which is a perfect addition to NICE’s already robust workforce management system.

 “There is no contact center, small or large, that doesn’t use workforce management solutions,” Omri Hayner, NICE's general manager, Enterprise Workforce Optimization says in a company statement. “If you look at the market today, and the condition of the workforce, you’ll see more and more a need for adaptive and personalized processes for employees, in order to make sure that they’re more engaged, more effective.”

The focus for NICE is crystal clear: workforce optimization and engagement. And engaged workforce is a productive workforce, and with the integration of WorkFlex’s machine learning solution, the NICE offering gains a real time software solution capable of transforming contact center operations.  With the WorkFlex Intelligent Intraday Automation engine in place, management can minimize cost while maximizing results with real time insight to alleviate much of the headaches involved in staffing a contact center.

“We are excited to provide our customers with a revolutionary way to motivate their customer service workforce,” Miki Migdal, president of the NICE enterprise product group exclaimed.

The financials of the deal are unclear at the time of this writing, but I’d imagine ROI isn’t far off. NICE is netting a lot of attention these days, and with the new addition, one of the best workforce engagement offerings got quite a bit better.

Are your employees engaged?