NICE SYSTEMS UK LIMITED

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.

Features

• Forecasting; Long Term, Short Term, Across all Digital Channels
• 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

Benefits

• Accurately calculate resource requirements across the entire enterprise
• Optimal schedules, Supporting Hybrid Working. Reduce costs, 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 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

288684519004390

Contact

Richard Perkins
07785503405
richard.perkins@nice.com

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

• 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: No
• 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

• 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

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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
• User support accessibility: None or don’t know
• API: Yes
• 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.

Scaling

• 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.

Analytics

• 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

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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
  • Deleted data can’t be directly accessed
• 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 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:
  • EXCEL
  • DOCX
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: Solution will be segregated by firewalls, predefined user groups, administrative access privileges and production environments are logically segmented from staging and test environment. Different network, passwords and encryption keys are used for every environment. Data which is analyised is encrypted using AES 256 algorithm throughout the lifecycle. The decryption keys are within the server environment and data can only read in clear text within the server environment. The copy paste functions have been removed to ensure that no data will leave the hosted environment. Also the system does not have any inbound or outbound Internet connectivity.

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

• 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

• 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

• 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.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001 which is relevant for the services management organisation

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

• 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 DevOps regularly makes changes within its production environment in response to the evolving client and market needs. These changes include adding/removing/changing the configuration policies of the existing servers or performing routine maintenance activities, software updates. Design, development, deployment, and management of infrastructure is documented and approved by the management team within the NICE change management application. Access to the change management documentation application system is restricted to authorized personnel. A risk assessment process is performed by the Security team before implementing a new infrastructure or software as defined within the system Security related policy.
• 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

• 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

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We believe that maintaining market leadership cannot preclude our commitment to a cleaner and safer world. A major part of this commitment is compliance with the standards, regulations and requirements concerning the environmental aspects of our operations and products.
• Covid-19 recovery:

  Covid-19 recovery

  We at NICE Technologies take very seriously the challenges imposed by the Covid-19 coronavirus. To minimize the impact of Covid-19 coronavirus, we are closely monitoring and following the recommendations from the World Health Organization (WHO) as well as the local Public Health Authorities, ensuring that our business operations consider all known risks. NICE has a solid Business Continuity Plan supported by operational procedures and means. In addition to the activation of the Business Continuity Plan, and in order to meet the specific risks of the Covid-19 coronavirus, we have imposed ongoing measures across the organization. Steps taken by NICE to mitigate the risk of spreading ▪ Implement social distancing. ▪ Non-essential business travel has been restrictions across various regions. ▪ Digital/phone meetings conducted in place of physical meetings using WebEx, Skpe, Microsoft Teams, etc. ▪ As a part of NICE’s active Business Continuity Plan, employees are remote. Exceptions are in place for approved critical functions. Operational mitigation activities carried out by NICE ▪ Critical employees and functions have been mapped, and backup options have been defined. ▪ Employees have laptops and secure network connections enabling them to work from home. ▪ IT infrastructure has been fully tested and supports remote secure access. ▪ Customer Support teams are remotely separated and provide support cross region. ▪ Logistics is in continuous contact with suppliers and partners to ensure a steady supply chain. ▪ Data Centers are globally dispersed with redundancies applied. ▪ Taskforce conducing daily check-ins and continuous monitoring of the situation. ▪ Updates to all employees published regularly.
• Tackling economic inequality:

  Tackling economic inequality

  We are committed to conducting business in an ethical and transparent manner by the promotion and education of honest conduct of our employees, consultants and contractors representing the company. We ensure that our infrastructure, operating cadences, facilities and supply chain are upheld by ethical business practice and strictly managed company-wide policy.
• Equal opportunity:

  Equal opportunity

  At NICE we are dedicated to respecting human rights, ensuring equality and preventing discrimination in the workplace. We devote our time to creating a rich and innovative work environment that encourages diverse perspectives and healthy dialogue around what makes each of us unique. It is our commitment to a safe and healthy work environment for our employees while providing them with efficient resources enabling them to grow professionally and personally.
• Wellbeing:

  Wellbeing

  We believe that the strength and leadership of our business and core values should be leveraged for the benefit of our local communities, whether through charitable activities that give back to the communities we live in or by shaping the next generation of young women to lead the way on closing the gender gap in technology and be the future of our industry.

Pricing

• Price: £2 to £50 a licence a 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

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.