AI Workforce Management for CRM Teams

AI that keeps your digital work on track

AI workforce management for CRM teams that aligns capacity with demand and keeps digital and back-office work flowing.

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

Workforce planning made easy

Cut through complexity with a flexible WFM solution designed for blended back office teams. Forecast, schedule, and manage seamlessly across every step, skill, and channel.

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Master complex workflows

Plan and manage multi-step, multi-skill work with AI-powered forecasting that adapts to real-world processes and team structures.

Bring back office work to light

Make behind-the-scenes work visible, trackable, and easier to manage so nothing slips through the cracks.

Forecast with confidence

Get end-to-end accuracy with AI that adapts to shifting priorities and evolving demand.

Balance staffing across channels

Prioritize digital tasks from the start and optimize staffing across voice, chat, email, social and more, all in one place.

Work that flows, results that grow

Bring clarity and speed to digital and back-office workstreams.

Track work from first contact to final resolution across channels, teams, and tools.
Plan ahead with AI and real data from real interactions for accurate, confident staffing.
Balance roles, skills, and preferences to build schedules that work for everyone.
Monitor performance and spot issues and trends in real-time so you can act fast and stay ahead.
Bring structure and visibility to the tasks that often happens out of sight but can have an outsized impact on CX.
Model what-if situations like volume spikes, staff attrition, or shifting priorities and stay ready for whatever comes next.

One NiCE Workforce Flow

Forecast, schedule, and adapt with ease. Get real-time visibility across every channel and shift.

Success stories

Seamless, human, and always NiCE.

Angi cuts costs and boosts productivity with automated forecasting

$1m+

projected annual cost savings

$213k+

saved during initial four months

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AI forecasting and simulation help Neo Financial align staff with demand

25% to 80%

Service levels increased

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Afterpay turns rapid growth into efficiency with Playvox by NiCE

30%

Increase in agent productivity

Helpful content for better planning

Explore tools and insights to elevate your workforce strategy.

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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Frequently Asked Questions

It’s workforce management designed for digital-first, CRM-driven work where tickets, cases, and conversations all need the right people at the right time.

Playvox brings visibility and structure to the back office, helping teams manage and optimize the work that happens behind the scenes.

Yes. Playvox offers seamless integrations with many popular platforms – including Intercom, Freshdesk, Zendesk, Salesforce, CloudTalk, LiveChat, ServiceNow, ADP, Workday, Gladly, Dialpad, and Kustomer – so your people, tools, and workflows stay connected.

It’s purpose-built for complexity and supports multi-step, multi-skill, omnichannel workstreams with a modern, flexible, and cloud-native design.

Absolutely. Cloud access and real-time dashboards, keep everyone aligned wherever they might work.

AI-powered tools help you plan effectively and deliver accurate forecasts and flexible schedules across all channels and roles.

Real-time dashboards and historical views help you monitor workstreams, spot trends, and make faster, better informed decisions.

Yes. As a cloud-native platform, Playvox scales effortlessly with your business. It is able to handle more data, more complexity, and evolving workflows without added overhead or friction.