* Agenda and Sessions are Subject to Change
Agenda | Monday, May 14, 2018
1
NICE Engage Platform
2
NICE Engage Platform
3
Workforce Management(NICE and inContact)
4
Workforce Management(NICE and inContact)
5
Workforce Management(NICE and inContact)
6
Quality Management (NICE and inContact)
7
Quality Management (NICE and inContact)
8
Nexidia Interaction Analytics
9
Nexidia Interaction Analytics
10
Advance Process Automation
11
Back Office Solutions
10:00 a.m. - 11:45 a.m. Under The Hood: Real-Time Authentication
FULL DAY TRACK NCSA Engage Delta From NIM: Crash Course
Fine Tune Your Forecast
Automating Schedule Changes
FULL DAY TRACK Making Workforce Management Work For You: Boot Camp
NICE Reporter Workshop
FULL DAY TRACK Making Quality Optimization Work For You: Boot Camp
Using Analytics Data to Enhance Call Center Performance and Quality
Driving Operationalization Using Workflows
Automation – The Next Generation
Impacting Back Office Operations with Desktop Analytics
11:45 a.m. - 1:00 p.m. Lunch
1:00 p.m. - 2:45 p.m. Under The Hood: Desktop Tagging and Desktop Triggering
FULL DAY TRACK NCSA Engage Delta From NIM: Crash Course
Staffing Tables: Plan for the Unplanned
Interpreting Intraday Results
FULL DAY TRACK Making Workforce Management Work For You: Boot Camp
Making The Move: From NICE Engage QM to NICE Quality Central
FULL DAY TRACK Making Quality Optimization Work For You: Boot Camp
Under The Hood: Nexidia Interaction Analytics
Introduction to Visual Query Builder
Meet The Experts: Advanced Process Automation
Optimizing Data Analysis for Back Office Performance Improvement
2:45 p.m. - 3:00 p.m. Break
3:00 p.m. - 4:45 p.m. Media Encryption and Secure Client Communication
FULL DAY TRACK NCSA Engage Delta From NIM: Crash Course
WebStation Suite from A to Z
Long Term Forecast / Personnel Planner: Planning for the Future
FULL DAY TRACK Making Workforce Management Work For You: Boot Camp
Advanced Form Designer
FULL DAY TRACK Making Quality Optimization Work For You: Boot Camp
Making The Move: From NICE Interaction Analytics to Nexidia Analytics
Custom Reporting Using Report Builder
Automation Center of Excellence (CoE) – Your key to success
10 Best Practices for Managing Back Office Performance
12
Performance Management
13
NICE inContact Personal Connection
14
NICE inContact Studio: Snippets and Integration
15
NICE inContact Studio: IVR Development
16
CXone Central
17
CXone User Hub
18
CXone Omnichannel
19
CXone Workforce Optimization Pro
20
NICE Uptivity
21
NICE Uptivity
22
General
10:00 a.m. - 11:45 a.m. A Manager’s Guide To Coaching The Coach
Personal Connection - Part 1
Scripting Using Snippets
FULL DAY TRACK Introduction to IVR Development
NICE inContact Central Administration
User Hub: Administration
inView Performance Management
QM Pro: Quality Management
NICE Uptivity Performance Management Overview
NICE Uptivity Administration and Troubleshooting
Value Realization Services – Maximizing the Value From Your Investment
11:45 a.m. - 1:00 p.m. Lunch
1:00 p.m. - 2:45 p.m. Coaching The Next Generation
Personal Connection - Part 2
Salesforce Integrations Scripting - Part 1
FULL DAY TRACK Introduction to IVR Development
NICE inContact Reporting
User Hub: Reporting
Omnichannel Analytics
WFM Pro: Workforce Management - Part 1
Getting the Most Out of NICE Uptivity
Expanding your NICE Uptivity System and Maximizing Screen Capture and OnDemand
Build With Us The Next Gen Education Portal
2:45 p.m. - 3:00 p.m. Break
3:00 p.m. - 4:45 p.m. Measuring Performance, Driving Results
Proactive XS Scripting
Salesforce Integrations Scripting - Part 2
FULL DAY TRACK Introduction to IVR Development
NICE inContact Workforce Intelligence
User Hub: Workforce Intelligence
Omnichannel Session Handling - Administration & Agent Experience
WFM Pro: Workforce Management - Part 2
NICE Uptivity Quality Management
NICE Uptivity Speech Analytics
API / Advanced Business Intelligence Reporting
* Agenda and Sessions are Subject to Change
Agenda | Monday, May 14, 2018
1
CXone Central
2
CXone User Hub
3
NICE inContact Personal Connection
4
Workforce Management(NICE and inContact)
5
Nexidia Interaction Analytics
6
NICE Uptivity
8:30 a.m. - 10:15 a.m. NICE inContact Central Administration
User Hub: Administration
Personal Connection - Part 1
Automating Schedule Changes
Using Analytics Data to Enhance Call Center Performance and Quality
NICE Uptivity Performance Management Overview
10:15 a.m. - 10:30 p.m. Break
10:30 p.m. - 12:15 p.m. NICE inContact Central Reporting
User Hub: Reporting
Personal Connection - Part 2
Fine Tune Your Forecast
Driving Operationalization Using Workflows
NICE Uptivity Administration and Troubleshooting
* Agenda and Sessions are Subject to Change
Selected Sessions Repeated from Monday
Agenda | Thursday, May 17, 2018
