NICE IEX Workforce Management
Workforce Management Solutions

FutureSoft with its team of professionals, who has in depth knowledge and vast experience in the field of Workforce Management solutions can guide the organizations to setup the right kind of Workforce Management process, and help the organization multifold its profit through high process optimization.

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FutureSoft has dedicated team of WFM professionals which works on various clients' site handling their WFM operations providing WFM services.


  • Drive the implementation of the WFM tool IEX- total view® across all client sites- Involves selling to internal customers by highlighting benefits vs. cost of implementation and Involving top management when required.
  • Identify and share WFM best practices across all Business Units for Operations and planning.
  • Ensuring workflow and documentation to be in accordance to clients’ guidelines, through internal Audits and guiding the clients’ Compliance Team in formulating policies.
  • Providing analytical support to process heads across multi-processes over various Clients’ locations for improved productivity- Involves interacting with client on calls, determining needs, devising strategies and ensure seamless implementation.
  • Responsible for frontline client interaction for Resource management, Call volume forecast, Capacity planning, Overtime planning etc.
  • Ensuring the end-to-end implementation of WFM tools like IEX across all client sites (including offshore).
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