Workforce Augmentation

Create a no-limit workforce.

Augment your workforce with AI-infused capabilities to boost employee potential and deliver exceptional customer experiences that set you apart.

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Augmentation in action.

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.

Enlighten Actions

Specialized copilots

Empower all contact center employees with powerful AI copilots designed to drive greater focus, productivity, and
engagement than ever before.

Omnichannel Routing

Automated agent notetaking

AutoSummary uses GenAI to instantly summarize interactions—reducing effort, increasing productivity, and enhancing customer experience.

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Enlighten AI Routing

Workforce engagement management

AI-powered workforce engagement management solutions elevate employee experience, adapt to flexible work, and meet rising customer expectations—without compromise.

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Proactive Dialer

Voice of the customer

Unlock customer insights with Feedback Management to enhance experiences, drive loyalty, and boost business growth.

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Digital and Voice Channels

Interaction analytics

Unlimited channel choices. Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout.

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One Platform. One Experience.

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.

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“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.

Every WEM Application, Any Engagement System

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.

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.