Optimize labor management with AI forecasts, real-time staffing, and flexible tools for your hybrid teams.View DemoRequest a Quote
WFM that adapts to your reality
Powerful AI planning behind the scenes, so your people can shine on the front lines.
Predict staffing needs with confidence
using patented algorithms that learn
from historical and real-time data.
Schedule with unmatched precision.
Model staffing needs months in advance
with intelligent scenario planning.
Adapt quickly to growth, seasonality,
and whatever’s next.
Empower agents to manage shifts,
view metrics, and receive updates—
all from their phone.
Let employees manage shift swaps,
time off, and schedule bids with ease.
Flexible, intuitive tools keep engagement high
and managers out of the weeds.
Monitor adherence, efficiency, and
coverage in the moment—so supervisors
can coach, course correct, and guide
with clarity and speed.
Automate reforecasting, reporting,
and routine tasks with a copilot for
workforce managers—so leaders
can spend less time managing and
more time empowering their teams.
See AI-powered WFM in action
Watch how CXone Mpower Workforce Management streamlines planning, forecasting, and intraday adjustments with generative AI.
Success stories
See what global CX leaders are saying
Dutch Railways enhances CX with unified WFM and TTI
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.Watch the demoContact Sales
Frequently Asked Questions
The world’s best brands trust NiCE to power 15B+ interactions a year
Power smarter scheduling
Balance staffing and service goals with AI-powered workforce planning that adapts to change in real time.
WFM is an AI-powered solution for optimizing staff scheduling, labor forecasting, and workforce planning across digital and voice channels. It unifies key workforce management tasks—like forecasting, scheduling, adherence tracking, and intraday reforecasting—into one intelligent, easy-to-use platform that adapts in real time to changing business needs.
The platform uses patented AI and machine learning to deliver accurate forecasts and build optimized schedules that balance employee preferences with business goals. With features like self-scheduling and shift bidding, agents get more flexibility—while managers keep service levels on track.
Unlike legacy tools, WFM doesn’t rely on static rules or manual processes. It continuously learns from historical and real-time data to fine-tune forecasts, predict staffing needs, and proactively adjust plans—making labor management smarter and more agile.
Yes. WFM is purpose-built for today’s omnichannel contact centers, supporting seamless planning across chat, SMS, social, and voice. Whether you're managing synchronous or asynchronous channels, it helps ensure you have the right resources at the right time.
Yes. With Copilot for Workforce Managers and automation built into daily workflows, the system reduces repetitive tasks like shift change approvals and intraday adjustments. This frees up leaders to focus on strategy, coaching, and agent engagement.
Agents get access to personalized dashboards, flexible scheduling options, and gamified performance views. With greater visibility and control, they feel more empowered and supported—leading to better morale, lower attrition, and improved performance.
WFM includes real-time and historical performance data, predictive analytics, adherence tracking, and business intelligence dashboards—all in one platform. It also integrates with ACD, CRM, HR, and third-party tools to provide a complete view of your workforce.
Industry analysts consistently recognize CXone Mpower Workforce Management as a category leader for its innovation in staff scheduling, labor management, and AI-powered workforce planning. In recent reports, it has been praised for its real-time adaptability, predictive accuracy, and intuitive tools that boost employee engagement and operational efficiency. NiCE is frequently cited as a top provider for contact center WEM and a pioneer in applying generative AI to WFM use cases.
Forecast with precision
Use AI to anticipate demand and build accurate forecasts that reflect seasonality, trends, and channel mix.
Simplify staff scheduling
Auto-generate optimized schedules for voice and digital, while supporting preferences, skills, and labor laws.
Boost agent flexibility
Let agents self-schedule, swap shifts, and manage availability with intuitive tools that improve satisfaction.
Respond in real time
Adapt instantly with intraday tools that reforecast and reoptimize based on volume, shrinkage, and absences.
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.
