Automating user profile management in the contact center

Onboarding, off-boarding, and updating agent profiles across systems can be a time-consuming process for the IT and system administrators charged with ensuring that user profiles are accurate and up to date.

Each time an agent or supervisor is hired, changes roles, or leaves the organization, the profile they use to access business-critical systems and applications must be created, updated, or deactivated. This can be acumbersome, error-prone process when done manually.

NICE offers a solution. NICE now offers an integration with Okta to synchronize data between the NICE Workforce Management (WFM) suite and other IT systems, streamlining the cumbersome process of profile management.