NICE IEX

(9)
3.7 out of 5 stars

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Showing 9 NICE IEX reviews
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NICE IEX review by <span>Sarah D.</span>
Sarah D.
Validated Reviewer
Organic
Reviewed On

IEX for Scheduling Call Center Workforce

What do you like best?

Keeps me organized and on task to help me remember what I did during the day. I'm able to put in different exceptions to hold myself accountable for the work and delegation of work throughout the day.

What do you dislike?

This could be the way my company uses the tool but it's very cumbersome to add exceptions to the workday and takes what I feel like too much time. The system has to be manually updated each week vs having someone's 'normal' schedule be inputted automatically and just adjusted from there. Seems time consuming to be entered in manually each week when schedules don't always change.

Recommendations to others considering the product

Definitely a good product to keep workforce accountable with tangible data to refer back to

What business problems are you solving with the product? What benefits have you realized?

Scheduling for a call center and keeping everyone accountable for what they should be doing vs what they did during the workday. It also allows the data to become tangible so depts can be held accountable and everyone can refer back year over year to see what kind of labor is needed based on previous scheduling.

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NICE IEX review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Excellent tool for

What do you like best?

Effective way of protraying adherance to schedule on behalf of all employees. Easy way to manage schedule changes and see some potential for oppertunities with various employees. ie, Changing schedule to accomondate them needing to take thier children to school before getting to work.

What do you dislike?

I believe their should be an analysis section where I, as manager, can assess certain statistics such as IDLE time, leakage, etc. Very cut and dry software.

Recommendations to others considering the product

More features; The top performer in _______ category, Ranking employees, etc. I could do it all but have to export to excel first.

What business problems are you solving with the product? What benefits have you realized?

Agents must adhere to schedule in order to meet their queue. An effective way of scheduling people across the department and examine how well they are adhering to thier schedules.

What Workforce Management solution do you use?

Thanks for letting us know!
NICE IEX review by User in Pharmaceuticals
User in Pharmaceuticals
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Decent to use, some hiccups

What do you like best?

I like that the schedules on this program automatically update.

What do you dislike?

My issue with the program is that I get constant updates throughout the day stating that my schedule has updated when nothing has updated at all.

Recommendations to others considering the product

Just be prepared for it to update alot even if there's nothing to update!

What business problems are you solving with the product? What benefits have you realized?

It's easy to put in for PTO,VTO when using this program.

NICE IEX review by <span>Gary E.</span>
Gary E.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

IEX is great Overall

What do you like best?

IEX does a great job implementing forecasting with scheduling and RTA tools. A great suite for all roles to sync together.

What do you dislike?

Schedule Patterns (instead of availability based schedules with rules) and the lack of intraday staffing in schedule management and optimization.

Recommendations to others considering the product

Great all in one package from NICE.

What business problems are you solving with the product? What benefits have you realized?

Schedule adherence, forecasting, shift and PTO bid, schedule change ticket system, etc

NICE IEX review by <span>Nicole H.</span>
Nicole H.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

Great for call center

What do you like best?

Easy to view schedule , and understand what calls employees are on, ability to see weeks of schedules

What do you dislike?

Cost as we are limited to licenses and adding more areas into the system

What business problems are you solving with the product? What benefits have you realized?

Forecasting and knowing where employees are logged in

NICE IEX review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Everyday use

What do you like best?

Easy to use and also request time off and schedule changes

What do you dislike?

At this time, we have not had any issues to document

What business problems are you solving with the product? What benefits have you realized?

We are using it for schedules so that we always have coverage

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Kate from G2 Crowd

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