27th October: 10:00am

Getting More from Your NiCE Investment

NiCE User Group | Celtic Manor Resort, Newport

The NiCE platform continues to evolve rapidly, with new capabilities being released every quarter to help organisations improve efficiency, customer experience and operational performance.

Join FourNet, NiCE and Welsh Public Sector peers for a practical user group focused on helping you get more value from the capabilities you already own. You'll hear the latest platform updates, explore real customer examples, and discover how AI, quality management and workforce optimisation are helping organisations improve performance without adding complexity.

Location & Directions

Unlock More Value from the NiCE Platform 

Public sector organisations across Wales are under increasing pressure to improve services, respond to rising demand and deliver value from existing investments.

This user group has been designed to give operational, customer experience and contact centre leaders a clear understanding of what’s changing across the platform, where customers are seeing success, and how you can unlock new value from capabilities that you already have access to – from transforming quality management, coaching, workforce planning and supervisor performance. 

You’ll hear directly from NiCE on the latest platform enhancements, see practical examples from FourNet specialists, and have the opportunity to discuss priorities and challenges with other Welsh Public Sector organisations using the platform today. 

Why you should attend

This event is designed around specific challenges that we are seeing across all our customers, and we want you to leave with practical takeaways that you can implement right away.

  • NiCE Platform Roadmap

    An update on what’s new across the NiCE platform and what’s coming next, with a focus on the capabilities within your existing investment.

  • Quality Management, With and Without AI

    Best practice quality management that applies whatever your current setup, plus what changes when AI-assisted QM is added on top.

  • Workforce Management Best Practice

    The most common WFM misconceptions, how to configure the system correctly, and how that looks in practice inside NiCE.

  • Collaboration and Peer Discussion

    The day closes with an open, facilitated session for attendees to compare notes, share what’s working, and raise questions with other NiCE users facing the same challenges.

  • Copilot for Supervisor

    A detailed look at Copilot for Supervisor, covering how it works, how you monitor agents day to day, screen recording, and how it’s used to coach through the coaching platform.

In Partnership with NiCE