Amplify your human and AI workforce potential

Workforce Empowerment 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 Empowerment 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 Empowerment 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 optimizes Workforce Empowerment 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 Empowerment 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 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 AI platform, Workforce Empowerment 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 offers Workforce Empowerment 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 Empowerment 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 Empowerment automates processes, streamlines decision-making, and reduces manual effort, creating a future-ready workforce that exceeds natural capabilities.