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Workforce Management

Complete workforce management for complex environments

Plan and adapt in real time with AI-driven tools built for enterprise scale and digital-first operations.

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

Go beyond traditional WFM with AI you can trust

Adapt to change, engage your teams, and plan across channels with ease. Modern WFM starts here.

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Plan ahead with AI insights

Increase forecasting precision and create efficient schedules with the ower of AI and machine learning.

Engage and empower teams

Support work-life balance and boost engagement with agile scheduling that adapts to changing needs.

Scale flexibly in the cloud

Grow without limits by moving to a cloud platform that aligns with modern business strategies.

Optimize digital workflows

Improve staffing for digital channels and asynchronous work to keep pace with your customers.

End-to-end WFM

Plan, forecast, schedule, and adapt with one complete, AI-powered suite.

Use reverse solving to pinpoint long-term staffing needs based on projected goals.
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Match staffing to real-world demand using best-pick AI and 45+ algorithms.
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Balance work-life needs and efficiency with simulations that optimize staffing across skills, roles, and preferences.
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Reforecast and re-simulate in real time to stay on track, reduce gaps, and optimize agent schedules on the fly.
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Give agents flexibility to manage time off, swap shifts, and update preferences through automated self-scheduling tools.
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Forecast and optimize complex back-office workflows with increased visibility into work volumes and staffing needs.
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Comprehensive WFM,
all in one place

Plan long-term, harness AI-forecasting, schedule smart, manage intraday
with intelligent automation, and engage agents—all in one AI-powered suite

Success stories

See what global CX leaders are saying

TD Bank saves millions yearly with NiCE for self-service scheduling

480K

VTO hours utilized since launch

4.5%

CSAT target exceeded

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EE expands workforce flexibility and engagement with IEX WFM

11%

increase in employee satisfaction YoY

0 hours

spend on holiday shift scheduling due to automation from NiCE IEX WFM

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Severn Trent Water Moves with NiCE to the Cloud

90%

automation of all administrative processes

decrease in shrinkage

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KPN drives efficiency and transforms digital journey

absence rates decreased from 3%

15%

retention increased from 5%

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Lands’ End refreshes operations with long-awaited contact center modernization

70%

reduction in calls to the WFM help desk

80%

decrease in WFM staff time spent on schedule changes

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Resources to power performance

Get the latest thinking on workforce trends, innovations in scheduling,
and tools for contact center agility.

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.

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Workforce Management (WFM) FAQs

NiCE IEX WFM is an enterprise-grade solution designed to handle the complexity of modern contact centers. It helps teams plan, schedule, and manage resources across channels and roles, supporting everything from employee self-service to real-time intraday adjustments. With deep configurability and a proven track record at scale, it’s trusted by organizations with the most demanding workforce management needs.

Both solutions offer advanced workforce management, but they’re designed for different needs. NiCE IEX WFM is enterprise-grade and highly configurable, ideal for large, complex operations. CXone Mpower WFM is cloud-native and built for digital-first teams—offering fast setup, automation, and intuitive self-service tools for everyday agility.

IEX WFM uses more than 45 AI-powered forecasting algorithms to align staffing with customer demand. A “best pick” AI model selects the most accurate forecast for each day. Simulation tools replicate real-world routing rules, agent skills, and multichannel behavior, ensuring workforce plans reflect exactly how work flows in your environment.

Yes. With automated intraday reforecasting, queue-level net staffing analysis, and re-simulation, IEX WFM helps you read and respond to shifting conditions throughout the day.

Yes. Schedule optimization in IEX WFM starts from the moment schedules are created. Then, throughout the day, the platform continually analyzes staffing and presents optimization suggestions based on real-time conditions. Managers can choose to apply the recommendations or adjust manually. Either way, it’s built to keep your operations running smoothly.

NiCE has been named the WFM market share leader by DMG Consulting for more than ten years in a row. In 2023, NICE held a 36.9% share of the WFO market. It’s also a consistent Leader in the Gartner Magic Quadrant for Workforce Engagement Management, with top scores in both execution and vision. Backed by ongoing investment in innovation, including over $758 million in R&D over five years, IEX WFM continues to earn accolades across the industry.