AI workforce management software for complex contact centers
Plan and adapt in real time with AI-driven tools to keep every contact center shift covered and every agent engaged.View DemoRequest a Quote
The world’s leading brands trust NiCE to power 25B+ interactions a year
Go beyond traditional WFM with AI you can trust
NiCE Workforce Management (IEX) is AI-powered workforce management software built for modern contact centers. Improve forecast accuracy, automate employee scheduling, optimize intraday staffing, and boost engagement—all within a cloud-based workforce management solution designed to adapt to changing demand.Download whitepaperTake the tour
Improve forecasting accuracy
KPN improved forecast interval accuracy of its most important contact types from 1% to 4%. Read the case study →
Boost employee engagement
Travel + Leisure achieved an 83% self-service participation rate after rollout, while daily utilization exceeded the company’s target by 100%. Read the case study →
Dutch Railways reduced contact center operational costs by 10- 15% on an annualized basis. Read the case study →
End-to-end WFM
Plan, forecast, schedule, and adapt with one complete, AI-powered suite.
Extend your workforce management capabilities
Enhance your core Workforce Management solution with specialized add-ons that extend your capabilities across every dimension of staffing from empowering agents with mobile self-service tools and boosting intraday engagement, to building AI-driven long-term capacity plans, to streamlining back-office operations so you can align your entire workforce with real-time and future demand.
ADD-ONS
Employee Engagement Manager
Automate intraday staffing tasks and give agents mobile self-service tools to manage schedules, so you can boost engagement while keeping coverage aligned to real-time demand.Learn more
Enhanced Strategic Planner
Leverage AI forecasts from NiCE Workforce Management (IEX) to build long-term staffing plans you can trust, and model unlimited scenarios so every hiring and capacity decision is grounded in data.Learn more
Back Office
Streamline back-office operations and take control of your backlog with AI-powered workforce management that prioritizes demand, aligns capacity, and accelerates outcomes.Learn more
"The efficiency, the transparency, and the ease of approach that NiCE IEX was providing is a critical, critical component to delivering all the successes that we saw."
Elias Saykali
Senior Manager, WFM Performance & Insights TD Bank
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
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
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 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.
