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Workforce engagement management (WEM)

Workforce Engagement Management (WEM)

Equip your employees to make an impact.

Give your workforce the AI-powered tools they need to perform at their best and become strong advocates for your brand.

Employees are happy using Workforce engagement management (WEM)

Help agents excel.

CXone Mpower WEM is reshaping the workforce experience, empowering teams, maximizing performance, and rippling out to transform customer experience.

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Greater than the sum of its parts

Unleash the power of a complete suite of applications infused with AI capabilities and digital solutions, delivering uncompromising CX in the challenging reality of flexible work environments, complex customer journeys, and rising customer expectations.

Workforce management

Anticipate business demands with smarter, AI-based forecasting and scheduling that keeps SLAs up and costs down.
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Quality management

Deliver better customer experiences through streamlined processes and actionable, AI-based feedback and coaching.
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Performance management

Meet your organizational goals and keep improving, while engaging employees through personal coaching and gamification.
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Interaction recording and management

Capture all your omnichannel interactions, meeting your contact center’s regulatory needs and driving better performance.
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Interactions hub

Streamline and centralize management of multichannel interactions, automate compliance, and proactively mitigate risk.
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Playvox by NICE

Seamlessly integrate with CRMs to efficiently manage your workforce.
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One Platform. One Experience. Total Orchestration.

CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.

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"Given that WEM drives the greatest measurable impact for contact centers, it’s time for WEM requirements to be given equal priority in customer experience suite decisions."

Sheila McGee-Smith
Founder and principal analyst, McGee-Smith Analytics

Every WEM application. Every type of engagement.

With the breadth of a comprehensive suite, the depth of best-in-class solutions, and the flexibility to run on any ACD (ours and third-party), CXone Mpower is ready to transform workforce engagement management for any business.

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Workforce Engagement Management (WEM) FAQs

CXone Mpower offers a multichannel environment, bringing all communication channels, voice and digital, synchronous and asynchronous, on the same unified AI-powered platform. CXone Mpower WEM suite within CXone Mpower supports all these channels, ensuring businesses can manage, optimize, and enhance every interaction with the same powerful capabilities.

Leveraging AI-driven workforce management and True-to-interval (TTI) analytics, it ensures precise forecasting and optimized staffing tailored to the unique needs of digital-first engagement.

CXone Mpower enhances every stage of the quality management and performance optimization cycle for digital contact centers, incorporating features such as auto-sampling, automated form-filling, and AI-powered analytics that align with channel-specific KPIs and customer experience metrics. Additionally, Supervisor offers real-time intervention capabilities, empowering supervisors to monitor, join, and take over digital interactions, ensuring workforce engagement and seamless customer service across channels.

The CXone Mpower WEM suite of applications provides AI-powered management tools within a unified AI-driven platform, ensuring seamless operations for hybrid and remote contact center employees. With AI-driven forecasting, real-time performance analytics, and collaborative workforce engagement features, managers can effectively optimize workforce productivity, stay connected with their teams, and deliver timely coaching and feedback, regardless of location.

As part of the CXone Mpower platform, WEM leverages shared intelligence, cross-functional automation, and integrated data across all communication and workforce applications. This enables seamless scheduling, quality management, and real-time intervention within a single environment, eliminating the inefficiencies of disconnected tools.

By leveraging automated workforce engagement management within a unified platform, CXone Mpower WEM enhances employee engagement, improves contact center efficiency, and ensures consistent customer experiences across distributed, hybrid, and remote workforces—keeping employees connected, empowered, and equipped to perform at their best, wherever they are.

CXone Mpower WEM leads in AI-powered workforce innovation with cutting-edge Generative AI (GenAI) capabilities designed to enhance both employee and customer experience. Solutions like CXone Mpower Copilot for Supervisors provide real-time performance insights, automate repetitive tasks, and deliver AI-driven quality management to improve workforce efficiency.

Unique offerings such as the CXone Mpower Interactions Hub unify voice and digital contact center channels, ensuring regulatory compliance and streamlined workforce management workflows.