Empower all customer service employees with AI-powered Workforce Engagement Management to enhance and surpass human limits. Streamline workflows, deepen knowledge, reduce manual effort, and improve decision-making to build a smarter, future-ready workforce.
“Workforce engagement management in 2025 continues to be about deploying artificial intelligence in quality management, workforce management and performance management,”
says Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics.
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Powering workforce augmentation at its best
CXone Mpower lays the foundation for Workforce Augmentation by seamlessly integrating AI-driven automation, intelligence, and cross-functional workflows on the unified platform. As a complete solution, it eliminates silos, synchronizes insights, and automates tasks across all CX roles, empowering them to exceed natural capabilities.
With the breadth of a comprehensive suite, depth of best-in-class solutions, and flexibility to run on any ACD, CXone Mpower is ready to transform workforce engagement management for any business.
Workforce Augmentation enhances workforce engagement and workforce management by integrating AI-driven automation, intelligent specialized copilots for every role, and predictive analytics into daily operations. beyond Workforce Engagement Management (WEM), which focuses on optimizing schedules, quality, and performance, Workforce Augmentation actively assists employees in real-time, making their tasks more efficient and reducing manual workload.
With AI-powered copilots for every role—from agents and supervisors to quality and workforce managers—employees gain instant access to contextual insights, decision making support, and proactive recommendations. By leveraging Generative AI and automation within a single platform, Workforce Augmentation scales operations faster, enhances efficiency, and elevates customer experience—while keeping employees engaged, empowered, and better equipped to succeed.
A core pillar of the unified platform, CXone Mpower optimizes Workforce Augmentation with the ability to share automated workflows, data, centralized intelligence, and cross-functional automation. It eliminates silos, ensures consistent data across the organization, and allows AI to optimize both customer interactions and workforce operations holistically.
Workforce Augmentation enhances a wide range of roles, from frontline agents to workforce planners, QA analysts, and CX managers, by providing AI-driven insights and automation. However, CXone Mpower Copilots are currently explicitly designed for Agents and Supervisors, as they require real-time assistance, decision support, and task automation during live interactions and workforce management tasks. Other personas benefit from AI-powered augmentation in areas like forecasting,quality evaluations, and performance insights, ensuring a smarter, more efficient workforce across the board.
As part of the CXone Mpower AI platform, Workforce Augmentation seamlessly extends to all roles in the contact center, ensuring AI-driven efficiency, automation, and real-time assistance are deeply integrated into daily operations. More than just optimizing individual roles, this unified approach strengthens collaboration across CX employees, enabling a coherent, synchronized workforce where insights, actions, and automation are seamlessly shared.
As part of the unified platform, CXone Mpower offers Workforce Augmentation capabilities that includes Workforce Engagement Management (WEM), which focuses on optimizing employee performance, scheduling, quality, and engagement by providing the right tools and insights. Workforce Augmentation takes WEM a step further, leveraging AI and automation to not only support employees but to actively enhance and extend their capabilities. While WEM equips employees with tools, Workforce Augmentation automates processes, streamlines decision-making, and reduces manual effort, creating a future-ready workforce that exceeds natural capabilities.
Specialized copilots
Empower all contact center employees with powerful AI copilots designed to drive greater focus, productivity, and engagement than ever before.
Automated agent notetaking
AutoSummaryuses GenAI to instantly summarize interactions—reducing effort, increasing productivity, and enhancing customer experience.
