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 14

Service ID

305081572899292

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At NICE we have an ongoing commitment to improving our operations in order to help cut energy use, reduce the use of plastic and generation of waste, encourage recycling, and lower our carbon footprint. Our goal is to increase the awareness of the need to preserve the environments in which we operate and to minimize any environmental impact from our activities and products. Complying with ISO14001, applicable environmental legislation, regulations and the majority of customer requirements; Striving towards prevention and continual reduction of any adverse environmental effects from our activities and products; Demonstrating continual improvement of environmental objectives and fostering environmental awareness among NICE personnel and promoting internal communication of this policy. Monitoring of energy use through BMS (Building Management System), in addition to monitoring of energy efficiency on an ad-hock basis through an external auditor; Environmental Training: All New hires are provided environmental training; All Electric and Electronic equipment is disposed of by complying with WEEE Directive in the EU and local directives in all other jurisdictions, in addition to waste management and monitoring in our facilities; The majority of data centers we currently use have reported on using renewable energy and applicable target setting. We have also received an exemption from reporting our electronic waste under Israeli regulation due to minimal amounts of e-waste (below 1 ton). Suppliers are contractually obligated to comply with our Supplier Code of Conduct which includes environmental related commitments. Critical suppliers undergo an initial due diligence questionnaire, annual monitoring and audits. Although the manufacture of hardware in our products is now minimal, we have adopted responsible End-of-Life policies for the applicable products to ensure ease of dismantling, removal of hazardous materials and our participation in take-back schemes of hardware

  Equal opportunity

  NICE focuses on recruiting top talent globally, placing an emphasis on hiring the best without any prejudice. The recruitment process itself concentrates on the person behind the skills and capabilities, ensuring that candidates from all sectors of society, including minority groups, have a fair and equal chance at being employed at NICE. We provide an inclusive workspace, a safe environment for women and men of different religions, nationalities, and gender orientations. We celebrate these differences throughout the year, joining each other in marking festivals and holidays such as Chinese New Year, Diwali, Thanksgiving, Pioneer Day, Jewish New Year, International Women’s Day, Pride Day and more. NICE boasts great diversity, with offices across the world, and substantial representation from many different population sectors and groups globally. We encourage our employees to bring their individual identities to the table and to work in teams that foster inter-cultural communication and ultimately, innovation. The age range of our employees is particularly wide, from Gen Z-students and interns who are in their tertiary studies through to those who have already passed retirement age and have chosen to continue working at NICE. People of different ages work together in tight-knit teams, each bringing their perspective and enabling the healthy exchange of ideas and opinions. Within our efforts to decrease the gender gap in technology, our best and brightest female engineers are leading an initiative to inspire and mentor young girls and drive them into technology careers. We empower young girls with coding skills, in the hope of increasing female representation in the technology space, where women are under-represented today. Indeed, by encouraging more girls to pursue science and technology studies, we can contribute to laying the foundations for greater gender equality.

  Wellbeing

  At NICE we believe in leveraging our strengths to benefit our local communities: sharing our knowledge, expertise, capabilities, and investing time in giving back to the communities in which we operate. The best way to contribute is through a close alignment between our business and community relationship strategies. For over a decade, NICE has made community involvement an integral part of its corporate culture, supporting and encouraging thousands of its employees to volunteer at a wide range of organisations worldwide. Support of the community is also expressed in donations to social and welfare services (food, medicine, hygiene products) and in financial support of different institutions (educational, sports, and institutions for the elderly). To address this topic, we employ a community manager specialist to manage community programs. a We believe in the power of volunteering and encouraging our employees to engage in regular volunteer work for different causes. NICE is dedicated to mental health and wellbeing and offers all employees support through a number of initiatives which run each month including shining a spotlight on trailblazing campaigns which raise awareness for Mental Health and those affected. We have Mental First Aiders who have trained internal professionals to support staff if they are finding things difficult. There are Mental Health and Wellbeing quick links available to all staff, such as the Mental Health Foundation, MIND, SANE and YoungMinds/Mental Health for Children & Youth. Also the health of our employees is important and we offer many opportunities for staff to join in health talks, have access to relevant podcasts, yoga and mindfulness sessions to improve the overall wellbeing and health of our staff all through a dedicated site for NICE employees around Health and Wellbeing.

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.