SVL Business Solutions Ltd

NICE Workforce Management (WFM) by SVL

NICE WFM and EEM offers a comprehensive solution tailored to all your WFM needs. From forecasting/planning to scheduling and daily management, NICE WFM transforms operational efficiency while engaging employees. With customisable modules, real-time insights, innovative AI forecasting, and patented Simulation it ensures, accuracy, simplicity reliability, visibility and employee engagement/satisfaction.

Features

• AI Forecasting; Long Term, Short Term, Front & Back Office
• Scheduling, Schedule Management, Flexibility, Holiday Management/Automation, Optimisation
• Real-time Reporting & Adherence
• What if modeling/planning for forecasts and schedules
• Digital Channel Management, Multi-skilling, Voice, Email, Chat, SMS
• Intraday/Change Management & Automated Intraday Optimisation
• Employee Self-Serve: EEM App, Absence Management, Shift Swaps, Work-Life Balance
• High Availability, DR & Real-time diagnostics
• Extensive reporting suite/user defined data extraction and import tool
• Experienced WFM professionals to provide full consultancy and support wrap

Benefits

• 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, Automated with EEM
• 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

£18 to £27 a user a month

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 sales@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

957708204549024

Contact

Sales Team
01355900000
sales@svlbusinesssolutions.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: NICE WFN is part of a wider suite of WFO solutions to help improve; agent and customer satisfaction, reduce cost and increase efficiency within any business. The solution is hugely effective both stand alone or as part of the wider WFO suite.
• 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. SVL will work with the customer to ensure that the appropriate support required is contracted to meet business needs.
• 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: SVL provide various support levels and differing priorities dependent on the severity of the fault. Our experienced WFM experts will always try to resolve the issue first if it is a user error for example and where required will escalate to the vendor for technical support. Over 90% of faults raised are rectified by our first line WFM experts without the need for vendor involvement. High priority faults have a response time of one (1) hour, medium priority faults the response time is four (4) hours and lower priority eight (8) hours.; ; Silver support provides cover Mon-Fri (8am - 6pm), Gold support is 7 days a week (7am - 10pm, excl public holidays) and Platinum Support is 24 hours a day, 365 days a year.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our experienced Consultants within our WFM practice provide advice,; training and support all the way through the whole process from pre-sale; to after sale. ; ; Training workshops are provided on site (although can be delivered remotely if preferred) and delivered by by our experienced Workforce Management Consultants, all with extensive resource planning backgrounds. The training is consultative and promotes knowledge transfer through hands on exercises and relevant support e.g. building the hierarchy and schedules. Training is 'Train the Trainer' based, to enable additional training to be conducted internally.; ; There are typically two workshops where the customer is guided to build; and configure the product. Go live and post deployment support is also; provided as standard and should the customer need additional go-live; support, additional days can be provided. ; ; Full user documentation is available as soft or hard copy and also embedded into the system software for ease of access. This includes intuitive help based on the current screen selection.; ; Our support is ongoing and for the long term, not just the project.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: NICE WFM & EEM, do not contain typical data to be extracted from the system, Data stored tends to be scheduling information and numbers of contacts received based on information held within the ACD. For GDPR functionality, data portability is available.
• End-of-contract process: There are a number of options available for extraction of data at the end; of the contract. SVL will work with your organisation to efficiently transfer or terminate any data held within NICE Data Centres.; ; Options would include transferring data to a supplied FTP site. SVL can assist with this using the Smartsync feature facilitating data export of key information including schedule data, historical contact data, forecasts and organisational data that is configured by your organisation.; ; SVL and 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
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Agent and supervisor WebStation is designed for end users and supervisors to access the system through a computer browser and also renders to be accessible on mobile devices. All services that are available on the web version work on the mobile broser so there is no difference in functionality. Webstation is the interface that 99% of users interact with the system. Analysts will have a RCP (Rich Client Platform) used to produce contact forecasts, set business rules for automation and plan/schedule contacts and employees.
• 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 designed 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: Reseller providing extra support
• Organisation whose services are being resold: NICE

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: 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 export approach: NICE WFM offers three (3) ways for exporting data, this can be achieved via SmartSync API direct from NICE WFM RCP, NICE Data Explorer where information can be pulled and used in third party reporting products such as Power BI or Tableu or by using the standard reporting tool embedded within the web portal of the product. The report types can be either: PDF, DOCX, XLSX 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:
  • MS Excel
  • MS Word - 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: 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

• Guaranteed availability: This specified in the Cloud contract between customer and SVL. 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 the customer from SVL. This is triggered by the NICE Proactive Monitoring Team who work in partnership with the experienced SVL support 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: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 03/11/2024
• What the ISO/IEC 27001 doesn’t cover: All parts of the service are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001 : 2015

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: SVL and NICE recognise 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 SVL and NICE offices are restricted to authorised personnel using personal electronic identification cards. These access cards are issued to employees by the administrative manager. Permissions to issue cards and grant access are restricted to the administrative manager and the authorised designees. ; ; All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures. It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. Security Incident Management take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible.

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: The database resides in NICE data centres and 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: SVL has a predefined Incident Management Process and operates closely as a partner with the vendor NICE. 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Highlighting our proactive approach to reducing emissions and fighting climate change, we have put in place a tangible Carbon Reduction Plan. Through a measurable plan, we are fully committed to achieving net zero carbon by 2050 at the latest and reducing our environmental impacts year-on-year. ; ; As we continue to work towards net zero greenhouse gas emissions, we have moved our full fleet of company cars from diesel to electric. Aligned to our zero-carbon pledge, we have implemented a ‘Electric First, Diesel Last’ policy. This policy states that for all new vehicles we purchase the preferred option will be the purchase of an electric vehicle. If this is not a viable option, our second option will be to purchase a hybrid vehicle. Diesel cars will be last resort only. ; ; Reducing the physical usage of on-site electricity, we are moving as many clients as possible from on-premises, server-based software to cloud-based servers and storage. This not only extends environmental benefits but also reduces the creation and distribution of significant amounts of hardware. ; ; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water. For example, to promote energy efficiency, we have introduced a “switch it off” policy at our offices. Our staff are instructed to turn off all lights and electrical appliances when they are not in use to minimise electricity use. In addition, in our offices we incorporate energy-saving features such as: ; ; -Low-energy lighting ; ; -Thermostat-controlled heating ; ; -Insulation ; ; Further evidencing our commitment to fighting climate change and reducing carbon emissions, we have continued our policy of hybrid working post-pandemic. Our flexible working policy allows all staff to work from home 3 days a week. Supporting this, we minimise business travel by advocating the use of conference calls instead of in-person visits.

  Covid-19 recovery

  We are committed to supporting organisations and businesses to manage/recover from the impacts of COVID-19. Demonstrating our commitment to supporting businesses/organisations, we have implemented several initiatives: ; ; -We have extended our terms to accommodate clients with short-term cash flow issues ; ; -To alleviate financial burdens, we have enabled our clients to pay only for what they used the previous month. As part of this, we have helped organisations transition from hugely expensive up-front licence-based models of expenditure to a consumption-based (or usage-based) payment model ; ; Further evidencing our commitment, we offer 24/7 support to our clients who are still working on the front-line against COVID-19. This includes Blue Light, Community Care and our NHS clients. For example: ; ; -To facilitate better social distancing/new ways of working, we are providing extra call lines to NHS call-centres ; ; -To ensure service resilience, we are providing continuous support/technical expertise to essential 24/7 helplines and emergency control rooms (111 and 999) across the UK and Ireland ; ; We are also committed to improving the working conditions within our own operations to further support COVID-19 recovery. To continue facilitating social distancing, we have maintained the office layout designed for social distancing. To mitigate overcrowding and ensure our office is never too busy, we promote flexible working arrangements. This includes empowering our staff to work-from-home for up to 3 days a week.

  Tackling economic inequality

  Reflecting our dedication to tackling economic inequality, we prioritise increasing the resilience and capacity of supply chains. One way we are doing this is by bringing Contact Centre as a Service (CCAAS) products such as Amazon Connect to SMEs across the UK. Traditionally and up until the last 18 months, this type of software has been too expensive for SMEs and required a heavy up-front investment. However, by introducing a simple usage-based pricing model, this allows smaller businesses to receive all the benefits of a high-quality Contact Centre. These benefits include but is not limited to: ; ; -Enhanced customer experience: Providing customers with a seamless, digital-centric service environment with multiple channels for interaction ; ; -Advanced analytics: Leveraging smart, AI-based business insights to stay ahead of customers needs and preferences ; ; -Cost-effectiveness and flexible: Transitioning from expensive hardware and maintenance to more-cost effective, flexible and scalable cloud solution ; ; By enabling SMEs to gain access to these benefits, we promote the competitiveness and sustainable growth within the SME sector. ; ; As part of increasing supply chain resilience/capacity we take proactive measures to identify and manage cyber security risks. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance. Highlighting our commitment to upholding cyber security for our clients, this is the highest level of certification offered under the Cyber Essentials scheme. ; ; We will further minimise economic inequality through ongoing innovation and the development of new future-proofed methods for our clients. For example, to enhance delivery and efficiency, we have invested in a new card fraud and digital payments products. This effectively eliminates risks associated with payments via phone calls, digital, social or video channels. By embracing these innovative solutions, we empower our clients to navigate the digital landscape with confidence while advancing economic equality.

  Equal opportunity

  We are committed to fostering inclusivity and diversity across our workforce, our supply chain and customer base. We have Equality & Diversity and Health & Wellbeing policies that articulate our commitment to equal opportunity and inclusion. ; ; Preventing discrimination in our recruitment process, we are an Equal Opportunities employer. Maintaining a diverse workforce, applicants will not be discriminated against based on race, colour, nationality, ethnic or national origin, religious beliefs, sexual orientation, gender, disability or any other reason. ; ; As part of our commitment to equal opportunity and as a disability-positive employer, we proactively encourage our staff, suppliers, customers to increase the representation of disabled people within contract roles. As part of this, we are dedicated to tackling inequality and ensuring that every role within our organisation is accessible. ; ; With advancements of technology, the traditional requirement for physical presence, especially for Engineers working in difficult to access server rooms has significantly reduced. Alleviating previous restrictions on these roles and allowing for an increase equal opportunity/representation, technical/engineering support can now take place via accessible computers from any venue. ; ; Moreover, to gain insights into the unique needs/challenges faced by disabled people, we collaborate with suppliers who operate within the care community. By partnering with like-minded suppliers, we create meaningful employment opportunities for disabled individuals and gain insights in how to support them in their homes/work. ; ; To provide further skills and employment opportunities for our employees including those from disadvantaged/minority backgrounds, we look to advertise positions internally and promote from within. Those who promote our values and lead by example are identified for pay raises, annual bonuses or promotions in line with our progression pathways and reward mechanisms.

  Wellbeing

  To support employee health and wellbeing, we invest in an Employee Assistance Programme (EAP). Designed to provide compassionate support to our staff through any challenges they may face, this programme offers: ; ; -24/7, 365 support: Our EAP ensures that out staff have access to assistance round-the-clock every day of the year. This includes a 24-hour helpline and telephone counselling service ; ; -Comprehensive resource library: Tailored to the individuals wellbeing journey, our EAP provides a comprehensive library of resources, including articles, self-help tools and videos ; ; -Accessible App and portal format: Recognising the importance of accessibility and allowing employees to access support/resources whenever they need it, our EAP is available in both app and portal format ; ; In addition to the Employee Assistance Programme, we also offer support to our staff through: ; ; -Open-door policy with Directors: To address issues relating to physical and mental health, all staff are encouraged to have confidential discussions with our Directors and receive full support ; ; -Mental health awareness sessions: To raise awareness and educate our employees in managing their mental wellbeing effectively, we conduct regular mental health awareness sessions ; ; -Flexible work arrangements: To accommodate employees with long-term health conditions, we offer flexible work arrangements. This enables our staff to balance their health needs with their work responsibilities. ; ; -Work-life balance: Aligned to the above policy, we actively promote a health work-life balance and encourage employees to take the time they need to properly manage their heath (and health conditions) ; ; -Free private health and dental insurance: To ensure our staff have swift access to healthcare treatments/services, we offer free private health/dental insurance to our staff

Pricing

• Price: £18 to £27 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 sales@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.