• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

    • Developer Portal

      Access APIs, SDKs, and resources for building

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities

    • User Communities

      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

      AI-driven tools for real-time agent guidance and coaching

    • CX Analytics

      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

    • Financial Services

      Customer experiences that count

    • Government

      Elevate citizen trust

    • Healthcare

      Healthy patient experiences

    • Insurance

      Secure policyholder experiences

    • Retail

      Delight customers where they shop

    • Telecom

      CX for Telecommunications

    • Travel and Hospitality

      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

    • Business Consulting

      Partnership for successful transformations

    • Contact Center Training

      Tailored education delivered by CX experts

    • Customer Support

      Global support you can depend on

    • Professional Services

      Relevant expertise, tools and know-how

    • Implementation Partners

      NiCE CXone certified implementation partners

  • Resources

    Resources

    • Resource Library

      Whitepapers, datasheets, demos and more

    • Self-Led Training

      Professionally developed training courses

    • Blog

      CX industry guidance by contact center experts

    • Analyst Perspective

      Contact center reports from third party analysis

    • Events

      Upcoming events and webinars

    • Glossary of Terms

      Detailed descriptions of industry-related terms

    • Frequently Asked Questions

      Contact center focused FAQ

    • Customer Stories

      Driving success in every customer story

    • CX & Contact Center Guides

      Expert insights for superior CX

    • On-Demand Webinars

      Browse our extensive webinar catalog

    • Interactive Product Tours

      Explore the complete CXone cloud platform with our instant self-guided product tours.

    • Why NiCE? Video Series

      Step Inside The Room Where It Happened to see CX AI in action

  • Company

    About NiCE

    • About Us

      Powering seamless experiences in the cloud

    • NiCE Leadership

      Meet our global leadership and executive team

    • Careers

      View job openings and learn about our culture

    • NiCE Trust Center

      Securing your trust with every interaction

    • Events

      Upcoming Events & Webinars

    • Market Leadership

      Discover why NiCE is the market leader

    • Press Releases

      Find the latest updates from NiCE

    • Investors

      Investors relations, reports and filings

    • Corporate Responsibility

      In a world where you can be anything, be NiCE

    • Global Office Locations

      Interactive map of office locations worldwide

    • Media Center

      Media contacts and resources

    • Get Started
      • Login
      • Status
      • Support
      • Partners
      • Pricing
      • Careers
    © 2025 NiCE
    • Terms of Use
    • Site Map
    • Privacy Policy
    • Legal
    • Cookies Settings
    • Accessibility

    Stay Connected

    © 2025 NiCE

    Automated WFM workflows

    Let AI handle the heavy lifting so your people can focus on what matters.

    Take the tour

    • Staff with confidence using the industry's most accurate forecasts powered by AI and 45+ patented algorithms.

    • Give agents more control with automated scheduling tools for bidding, time off, trades, and more.

    • Model staffing needs across time and prepare for complex changes with accuracy and foresight.

    • Improve agent visibility and flexibility with an easy-to-use app for scheduling, alerts, and performance tracking.

    • Help managers reduce manual tasks and streamline adjustments in real time with Copilot for Workforce Managers.

    • Automate intraday reforecasting, workflows, and reporting to free up managers for coaching and strategic workforce planning.

    Optimize with AI-driven WFM

    Anticipate demand and optimize staffing with the industry's most accurate AI-powered omnichannel forecasting.

    Success stories

    See what global CX leaders are saying

    Dutch Railways logo

    Dutch Railways enhances CX with unified WFM and TTI

    90%

    of agents handle both voice and digital channels

    Learn more
    UCCU logo

    UCCU improves efficiency with AI-powered scheduling

    25%

    drop in AHT

    6-point

    SLA improvement

    Learn more

    Vera Bradley embraces digital-first omnichannel with NiCE CXone Mpower

    $1

    million saved annually with workforce optimization

    70%

    reduction in call abandonment rates

    Learn more

    Moxie Pest Control cuts costs and boosts service with AI-powered NiCE CXone Mpower

    5%

    Reduction in shrinkage

    10%

    Reduction in call abandonment rate

    Learn more

    Maxicare taps the true power of WFM and reaches 90%+ CSAT with NiCE VRS

    90%

    CSAT score achieved

    10%

    improvement in forecasting accuracy

    Learn more
    Dutch Railways logo
    UCCU logo

    Related Products

    • IEX WFM
    • Enhanced Strategic Planner
    • Employee Engagement Manager
    • Playvox by NiCE

    Resources for smarter staffing

    Dig into expert insights, best practices,
    and next-gen approaches to workforce planning.

    CXone Mpower WFM Cognitive Load Optimization
    Product Video

    CXone Mpower WFM Cognitive Load Optimization

    The Goldilocks Guide to Contact Center WFM
    White Paper

    The Goldilocks Guide to Contact Center WFM

    Enterprise workforce management product and market report reprint
    White Paper

    Enterprise workforce management product and market report reprint

    Ready to experience the power of one platform?

    Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

    Watch the demoContact Sales

    Frequently Asked Questions

    Workforce Management

    Unlock workforce
    management potential

    Smarter scheduling and planning tools powered by intelligent automation. Plan, adapt, and deliver with speed and precision.

    View Demo Request a Quote

    moneygram
    Disney logo

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

    Smarter WFM starts
    with AI-powered tools

    Enhance workforce accuracy with patented forecasting and machine learning tools built for better scheduling.

    Learn more

    WFM is an AI-powered solution for optimizing staff scheduling, labor forecasting, and workforce planning across digital and voice channels. It unifies key workforce management tasks—like forecasting, scheduling, adherence tracking, and intraday reforecasting—into one intelligent, easy-to-use platform that adapts in real time to changing business needs.

    The platform uses patented AI and machine learning to deliver accurate forecasts and build optimized schedules that balance employee preferences with business goals. With features like self-scheduling and shift bidding, agents get more flexibility—while managers keep service levels on track.

    Unlike legacy tools, WFM doesn’t rely on static rules or manual processes. It continuously learns from historical and real-time data to fine-tune forecasts, predict staffing needs, and proactively adjust plans—making labor management smarter and more agile.

    Yes. WFM is purpose-built for today’s omnichannel contact centers, supporting seamless planning across chat, SMS, social, and voice. Whether you're managing synchronous or asynchronous channels, it helps ensure you have the right resources at the right time.

    Yes. With Copilot for Workforce Managers and automation built into daily workflows, the system reduces repetitive tasks like shift change approvals and intraday adjustments. This frees up leaders to focus on strategy, coaching, and agent engagement.

    Agents get access to personalized dashboards, flexible scheduling options, and gamified performance views. With greater visibility and control, they feel more empowered and supported—leading to better morale, lower attrition, and improved performance.

    WFM includes real-time and historical performance data, predictive analytics, adherence tracking, and business intelligence dashboards—all in one platform. It also integrates with ACD, CRM, HR, and third-party tools to provide a complete view of your workforce.

    Industry analysts consistently recognize CXone Mpower Workforce Management as a category leader for its innovation in staff scheduling, labor management, and AI-powered workforce planning. In recent reports, it has been praised for its real-time adaptability, predictive accuracy, and intuitive tools that boost employee engagement and operational efficiency. NiCE is frequently cited as a top provider for contact center WEM and a pioneer in applying generative AI to WFM use cases.

    Boost employee engagement

    Enhance satisfaction and adherence with schedules that flex to fit real-life needs and workflows.

    Automate tasks

    Reduce manual work and streamline staffing updates to save time and boost efficiency.

    Adapt to omnichannel needs

    Digital channels need new skills. Use smart tools to staff the right people, in the right place, every time.

    Respond in real time

    Adapt instantly with intraday tools
    that reforecast and reoptimize based
    on volume, shrinkage, and absences.