Workforce Augmentation

Give your people superpowers

Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Imagine giving your team superpowers. Workforce Augmentation goes beyond traditional workforce management by bringing AI productivity solutions right into the flow of work. While typical systems just handle schedules and metrics, our AI workforce tools actively assist your people in real-time, making everything run more smoothly.

Your team gets specialized AI copilots that understand their specific roles —whether they're handling customer conversations or leading teams. These digital partners provide instant insights, suggest next steps, and handle repetitive tasks automatically. It's like having an expert assistant always ready to help.

The magic happens on our CXone Mpower platform, where everything connects seamlessly. No more jumping between systems or hunting for information. Intelligence flows freely across teams, data works harder, and your people focus on what truly matters — creating experiences that customers love.

Everyone wins when work is NiCE. Our AI workforce tools elevate everyone from frontline agents to planners, quality teams, and leaders, but we’ve given special attention to the roles that need real-time support the most.

Our CXone Mpower Copilots are like dedicated assistants for Agents and Supervisors, offering instant guidance during live customer conversations and making intelligent suggestions when decisions matter most. Other team members benefit from AI productivity solutions that take the guesswork out of forecasting, make quality evaluations more consistent, and turn performance data into actionable insights.

What makes our approach different is how it all works together on the CXone Mpower platform. Rather than isolated tools, we've created a connected ecosystem where staff enhancement extends across your entire operation. Information flows freely, teams naturally collaborate, and everyone benefits from shared intelligence and automation — creating a workplace that simply works better.

Traditional workforce management gives your teams tools. Our Workforce Augmentation gives them superpowers. While standard Workforce Engagement Management (WEM) handles the basics — schedules, quality monitoring, performance tracking — our AI workforce tools take things much further. Instead of just equipping your people with information, we actively amplify what they can do.

Our productivity solutions automate routine tasks, make decisions easier, and handle administrative work that slows people down. It's the difference between having a toolbox and having a workshop where the tools practically use themselves. Your team focuses on creating meaningful customer moments while AI handles the rest, turning good agents into exceptional ones and making your entire operation run better than you thought possible.