Workforce Engagement Management

Power better performance
from every employee

Simplify work with productivity solutions that reduce effort, spark momentum, and let your people shine in every interaction.

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

Powerful alone.
Smarter together.

A unified suite of AI-powered tools for planning, coaching, recording, and performance management—designed to help every role succeed in complex environments and keep CX consistent, efficient, and human.

Workforce Management

Forecast smarter and schedule faster with AI that keeps staffing aligned, service levels high, and costs under control.

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Quality Management

Streamline reviews and improve CX with automated evaluations, AI-based coaching, and actionable insights.

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Performance Management

Turn goals into action with gamification, coaching, and analytics that drive individual and team growth.

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Recording

Capture every interaction across channels with secure, flexible tools that ensure compliance and elevate performance.

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Interactions Hub

Unify and manage multichannel interactions in one place—automate compliance, reduce risk and simplify operations.

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Playvox by NiCE

Support teams with a CRM-integrated WEM suite that streamlines workforce management and boosts productivity.

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WEM in action on
one smart platform

See how our Workforce Engagement
Management (WEM) solutions simplify scheduling,
quality, coaching, and performance—boosting CX across every channel.

Success stories

See what global CX leaders are saying

SkyGen transforms QA with Performance Management

50%

fewer coaching sessions

productivity gain potential

Sharper performance

City Furniture boosts visibility and performance

9 to 13

calls per hour achieved

Better data, better results

Maps Credit Union modernizes the member experience

90%

of balance inquiry calls handled by the core-integrated IVR

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Quality automation and advanced analytics spark improved interactions

increase in sales conversion rates

100%

interaction visibility

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Kaiser Permanente brightens the pharmacy experience for customers and staff

240-second

average handle time goal achieved

80%

answer rate within 30 seconds goal achieved

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Smart CX starts with WEM

Explore research, tools, and strategies
that power engagement and performance.

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

WEM is a suite of productivity solutions designed to improve contact center performance and employee engagement. It includes tools for scheduling, coaching, feedback, and automation—all built to help teams work smarter, stay motivated, and deliver great customer experiences.

Our WEM solutions help contact centers manage all interactions—voice, chat, messaging, and more—within a single AI-powered platform. With channel-specific KPIs, supervisor tools for real-time digital coaching, and optimized forecasting for asynchronous work, it’s built for today’s multichannel CX world.

WEM enhances staff motivation by empowering agents with real-time guidance and giving supervisors access to actionable insights. AI workforce tools reduce busywork, surface coaching opportunities, and create a more consistent, connected experience across the entire team.

AI is embedded throughout our WEM solutions to simplify and strengthen operations. It helps automate evaluations, identify sentiment shifts, and surface trends through workforce analytics—transforming scattered data into actions that boost performance and engagement.

Yes. Whether teams are remote, hybrid, or in-office, WEM keeps everyone aligned. With digital-first coaching, real-time alerts, and centralized access to performance data, staff enhancement doesn’t stop—no matter where the work gets done.

WEM brings together AI, automation, and workforce analytics to uncover patterns, reduce handle times, and elevate service. It helps leaders fine-tune coaching, reinforce quality standards, and keep employees engaged and motivated—all while driving business results.