Workforce Management (WFM) & Optimisation (WFO)Employee Engagement, Value Realisation Services (VRS)

NICE WFM/EEM addresses all WFM needs: accuracy, simplicity, reliability, visibility, engagement. NICE WFM includes forecasting, planning, scheduling, daily management and communication, transforming operational efficiency while engaging employees across the entire operation. Value Realization Services leverages the full depth of NICE functionality, helping organisations drive business impact, the faster, the better.


  • Forecasting; Long Term, Short Term, Front & Back Office
  • Scheduling, Schedule Management, Holiday Management, Optimisation
  • Real-time Reporting & Adherence
  • Communication
  • Multi-skill & multi-channel, voice, email, chat, sms
  • Intraday/Change Management & Automated Intraday Optimisation
  • Agent Mobile Application
  • High Availability, DR & Real-time diagnostics
  • Self-Service
  • Value Realisation Services


  • Accurately calculate resource requirements across the entire enterprise
  • Create optimal schedules, reduce costs, increasing efficiencies while meeting SLA
  • Up-to-the-moment graphical activity view, comprehensive reporting and analysis tools
  • Real-time change notifications and reminders
  • Multi-skill simulation addressing complexities of multi-skilled, multi-channel environments
  • Track staff/performance data throughout the day making proactive SLA adjustments
  • Enable agents to view adjust/trade schedules and respond to opportunities
  • Maximum up-time by monitoring system issues, high availability & resiliency
  • Desktop/Mobile portal enabling engagement by offering time off/bidding/performance/chat/preferences
  • Compliance to latest GDPR enforcement, labour/union rules by configuration


£2 to £50 per licence per month

  • Free trial available

Service documents


G-Cloud 11

Service ID

6 3 3 7 0 3 6 9 1 1 6 7 0 0 6



Stephen Ware


Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints None
System requirements
  • We support technologies such as Linux, Microsoft, Oracle, customer provides
  • AV technologies are supported which the customer supplies
  • Detailed service requirements are confirmed per system design

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The response time is dependent upon the contract requirements. NICE can respond to tickets with 2 hours if that is the requirement, for example
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible To be comfirmed
Web chat accessibility testing To be confirmed
Onsite support Yes, at extra cost
Support levels Standard- Monday to Friday, 0830-1730
Enhanced- 24 x 7
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started A full range of installation, training, consulting and support services are coordinated and focused on establishing an environment that creates results for our customers. Training can be provided as remote or onsite. Full user documentation is available as soft or hard copy and also embedded into the system software for ease of access.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction EEM and WFM, does not contain typical data to be extracted from the system as it only contains scheduling information based on ACD information. For GDPR functionality, data portability is available.
End-of-contract process In the event that a customer chooses to terminate their contract, NICE will work with your organization to efficiently transfer or terminate any data held within NICE Data Centres.

Options would include transferring data to a supplied FTP site.

NICE would not retain any customer data without a valid contract in place.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The mobile application is used with EEM for agents self service when out of the office.
When in Office, agents will use the desktop service.
Service interface No
What users can and can't do using the API The SmartSync API feature allows the user to dynamically request NICE IEX Workforce Management data or insert updates into the workforce management database. This feature provides a secure and easy way to integrate the workforce management system with other applications.
The user is responsible for creating XML files according to the specification. The WSDL (web services description language) files are available on the workforce management application server.
All web services are stateless. The web services will throw an exception, with details, if the parameters are invalid. Users need to be authenticated for access to all the web services, with the exception of the web services noted “Authenticate not required”. For authentication, define a user (supervisor) with a login and password in the Users and Permissions view of the WFM application. You will use this login and password to access the web services
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation NICE WFM is highly configurable, the system allows users dependent on their permissions, to adapt it to their particular needs through a wide range of operating parameters, rules, and feature enablement. This allows the system to meet a wide variety of operational needs, labor rules, and site-specific parameters, while maintaining stability and scalability.


Independence of resources The WFM and EEM solutions are design to ensure the optimal performance based on the maximum users using / managed by each solution design.


Service usage metrics Yes
Metrics types NICE WFM / EEM has a full comprehensive suite of reporting including Scheduling, Intraday, Analysis, Time off & Administration.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach WFM offers 2 way for exporting data using API or using the reporting tool embedded in the product. The report type can be either: PDF, DOCX, SLSX or CSV.
EEM provides reports capability. Reports can be sent by email, printed or exported in Excel file format.
Data export formats
  • CSV
  • Other
Other data export formats
  • DOCX
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network All data is encrypted in transit and at rest, database are separated from application and on internal LAN. All unused ports are disable. Access to systems is authorized by active directory privileges only for authorize people and access is done over VPN.

Availability and resilience

Availability and resilience
Guaranteed availability The is specified in the Cloud contract between customer and NICE. WFM and EEM are 99.9% availability. Our 12 month trend on availability is currently over 99.9% so we do not include refunds as a part of the contract.
Approach to resilience Infrastructure is designed from ground up to make sure that we have resiliency for everything in the Data centre, starting from the customer instances that are being spread across different physical servers, switches and racks, making sure we have redundant power supplies, multiple network paths and much more. In addition using the latest virtualisation technologies for HA to make sure it covers physical failures as well. All of this comes in addition to the solution resiliency and HA options.
Outage reporting In the event of an outage or service issue, a notification is sent to the clients by the NICE Proactive Monitoring Team.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Firewall detailed configuration and the infrastructure management is performed by the NICE Cloud Services team. Global management of the firewall infrastructure is performed by NICE Cloud Services using a dedicated interface. Firewalls separate the internal network from the internet. Firewall settings are configured for authorised traffic only, defined in NICE Cloud’ Security Policy.

NICE manages and delivers services using a variety of systems and environments. Information security controls and procedures are implemented, to prevent unauthorised access. Resources are protected through a combination of firewalls, VPNs, native operating system access controls, database management security, application controls, intrusion detection monitoring software.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SII-QCD
ISO/IEC 27001 accreditation date 20/02/2016
What the ISO/IEC 27001 doesn’t cover Additional Cloud Services not covered under the ISO 27001 are covered by SSAE16 SOC certification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification N\A
PCI DSS accreditation date N\A
What the PCI DSS doesn’t cover We answered yes to allow this note to be displayed: The answers above are regarding WFM which does not need to be PCI compliant.
Other security certifications Yes
Any other security certifications ISO 27001 which is relevant for the services management organisation

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes NICE recognises the significance of physical security controls as a key component in its overall security program. Physical access methods, procedures and controls have been implemented to help prevent unauthorised access to data, assets and restricted areas. Physical access to NICE office is restricted to authorised personnel using personal electronic identification cards. These access cards are issued to NICE's employees by the administrative manager. Permissions to issue cards and grant access are restricted to the administrative manager and the authorised designees. In addition, visitors to the NICE office are accompanied while on premises.

Formal written policies for the principles and processes within the organisation are developed and communicated so that personnel understand NICE's objectives. The assigned policy owner updates the policy annually and the policy is reviewed and approved by designated members of management. In addition, Responsibility and accountability for developing and maintaining the policies are assigned to the NICE relevant teams and are reviewed and approved on an annual basis by the management team.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach NICE have an Asset Management policy and Configuration Management Database (CMDB) and the Security Team has to sign off on all changes.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability Management proactively prevents the exploitation of known vulnerabilities that exist within the NICE Systems – Cloud Services network and infrastructure. The expected result of the vulnerability and threat management program is to reduce time, resources, and money spent addressing vulnerabilities and any exploitation of those vulnerabilities. As soon as any vulnerability is validated and approved by the Application Development R&D team, patches are deployed. Information for potential threats are gathered from cloud security subscriptions.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Global Hosting Operations and the Manager Security and Compliance Cloud Services must be alerted to suspected information and system component compromises through cloud security subscription. The aim is to handle the situation in a way that limits damage and reduces recovery time and costs. Once notified and validated by the Application Development, patches are deployed.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach NICE has a predefined Incident Management Process. Responsibilities and procedures are established to ensure a quick, effective and orderly response to information security incidents. Incident reporting includes alerts from intrusion detection, intrusion prevention and file integrity monitoring systems. Reporting procedures follow a legal and regulatory compliance requirements. Users are made aware of malicious code issues and also receive guidance on what they should do if an infection occurs.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2 to £50 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial NICE will work with the Department to provide a limited number of free trial licenses for the purpose of a time bound Proof Of Concept (maximum loan period 12 weeks per project)

Service documents

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