Product Data Sheet p1-2

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PRODUCT DATA SHEET

NICE IEX Workforce Management 6.2 ABOUT NICE SYSTEMS NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com

NICE IEW Workforce Management (WFM) has long led the market in share and innovation. We are proud to have the largest community of WFM professionals using our solution and providing ideas for improvements. WFM 6.2 represents these interests, addressing key issues, reinforcing long-standing IEX WFM strengths, and introducing important new features.

Configurability NICE IEX WFM 6.2 maintains the position as the most flexible solution on the market. We attract the most fanatical and exacting WFM professionals by offering them the ability to configure the solution to their unique enviroment. They are able to finely tune forecasts, support multiple scheduling methodologies, and account for specific employee skill sets. We’ve reinforced our strengths in IEX WFM 6.2: Unified User Admin Common data is synchronized across NICE IEX WFM, NICE Performance Management, NICE Incentive Compensation Management and NICE Interaction Management Shift Policies Set detailed rules for shift work, including sequencing the order shifts are assigned Min / Max Work Rules Automatically manage overtime hours and costs, and work-life balance

Employee Engagement All of NICE’s solutions strive to engage employees across the organzation through common data and goals, and clear actions. NICE IEX WFM 6.2 reinforces this position by enhancing key WFM modules: WebStation Portal A central access point for WFM, Performance Management and Incentive Compensation Management WebStation Collaboration Applications Introduction of chats, blogs, wikis, polls and message boards to invite ideas, foster best practice sharing and respond to volume spikes Availability Points Cover all schedule requirements by allocating different points levels to different shifts and letting employees select the combinations that they prefer

Additional ‘New and Improved’ 6.2 Features This release includes a number of requested and valued features inspired by our user community: t
WebStation Real-Time Adherence Supervisors can track employee-level adherence to schedule in real-time via the WebStation interface t
Activity Notes WFM professionals can easily communicate information about activity codes and frontline employees (absences or other activities). These notes can be shared in near real-time, and either exposed or hidden from frontline employees t
Date Range Scheduling Addresses complex, region-specific regulations. Schedules are generated within local constraints/requirements—and fully integrated with current work rules and schedule assignment options t
Line of Business Terminology Every user will see terminology that relates to their work environment, whether that be in the contact center, back office or branch—to limit confusion and drive adoption t
SmartSync History Import Standard import of queue history, employee queue history, employee system history, employee state history and other data to enable all WFM modules t
NICE WFM Connector A no-development ACD (Automatic Call Distribution) interface that can be used to quickly deploy a new ACD integration t
Enhanced Authentication IEX WFM now better supports user-defined password policies by featuring multiple authentication integrations to better meet the needs of your IT department

Summary NICE IEX WFM 6.2 is designed for complex environments and exacting WFM professionals. While the core remains the most complete and configurable solution on the market, IEX WFM 6.2 puts new rules for user admin, shift policies, and work rules at the WFM professionals’ fingertips. End users benefit from the WebStation Portal and new collaborative applications (chat, blogs, wikis, and polls). The bottom line: more precise forecasting, clearer accountability, and more engaged employees.