Nextiva Workforce Scheduling Gives Companies New Team Forecasting and Scheduling Tools to Improve Customer and Agent Experiences

Nextiva, the leading unified customer experience management (UCXM) platform, has announced the launch of Nextiva Workforce Scheduling. This new feature expands the company’s workforce engagement management suite within the Nextiva Unified-CXM platform, aimed at equipping contact center leaders with the tools necessary to optimize staffing and enhance operational efficiency.

Nextiva Workforce Scheduling provides a comprehensive toolkit designed to reduce costs and increase return on investment (ROI) by automating complex staffing tasks. Key functionalities include:

• Automated Forecasting: Predict staffing needs to align resources effectively.
• Planning and Scheduling: Streamline the scheduling process to enhance efficiency.
• Compliance Tracking: Ensure adherence to labor regulations and company policies.
• Attendance Tracking: Monitor employee attendance in real time.
• Employee Performance Management: Evaluate and improve staff performance.

Additionally, an intuitive app empowers team members to manage their schedules flexibly. Employees can bid on shifts, swap shifts, submit time-off requests, and perform other essential tasks seamlessly.

Expert Insights

“Workforce Scheduling helps optimize staffing levels and schedules to ensure efficient operations and excellent customer service while balancing employee needs and preferences,” said Senthil Velayutham, Chief Product & Technology Officer at Nextiva. “Nextiva is devoted to offering the most comprehensive unified customer experience management platform on the market. The addition of Workforce Scheduling to our portfolio brings essential front-line CX staffing tools seamlessly into our platform as a complete solution.”

Availability

Nextiva Workforce Scheduling is available now. It is included in the Nextiva Unified-CXM Premium package and can also be added to the Essential and Professional packages for existing customers.