NICE WFM Professional Services

Make FutureSoft experts' part of your workforce management arsenal, to conquer shrinkage & non-conformance

Workforce Management Services

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With over 20 years of expertise in NICE WFM (from 2001) FutureSoft India has a team of NICE certified professionals and offers a wide range of services and programs. Our extensive experience in Implementation and integration of NICE WFM helps customer to achieve maximum benefits on their investments on NICE WFM. Corporate workshops enable clients to use of the WFM product efficiently. Hand-holding Sessions; Server health management; Real time and historical feed monitoring

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Workforce Optimization

WFM Services

  • Forecasting – AI based models
  • Scheduling-Inbuilt Algorithms
  • Capacity Planning
  • Role based access
  • Leave Management
  • Reporting

Technical Solutions

  • Server Sizing
  • Version Upgrades
  • Installation
  • Migration
  • Implementation
  • ACD Integration

Business Solutions

  • Cloud/ On-Premise Server
  • Corporate Workshops/Training
  • WFM as a Service
  • Payroll and Report Integration
  • Export/Import to integrate third party systems

Return on Investment

  • Maximizes efficiency & productivity.
  • Support for Smaller business units.
  • Accurate data for planning
  • Increased revenue per employee
  • Competitive Pricing
  • Full control over the business

Professional WFM Services
Two Decades of Market Presence


AI based forecasting uses multiple Statistical models to Forecast using Regression, ARIMA, Exponential smoothing, Seasonality Index, Trend projection and weighted moving averages etc. Precision in forecasted numbers ensures robust planning.

Capacity Planning

Creation of Annual and Monthly revised capacity Plans using multiple input parameters to predict required FTE’s for multiple lines of business. Ensuring precise budget and recruitment numbers.


Internal Algorithms for fairness; Scheduling employees based on projections using Schedule Bidding; Pattern creation; Fixed schedule generation method. Placing right number of people to answer the required volumes.

Reporting Services

Excel based reporting providing Daily Weekly and Monthly reports, Business Dashboards and other BI based reporting and Analytical solutions.

Intra Day Management

Intraday monitoring and planning of Required FTE’s. Skill Changes, Managing Queues, Resourcing, Tracking Exceptions


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