Workforce Management

Unlock workforce
management potential

Smarter scheduling and planning tools powered by intelligent automation. Plan, adapt, and deliver with speed and precision.

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

Smarter WFM starts
with AI-powered tools

Enhance workforce accuracy with patented forecasting and machine learning tools built for better scheduling.

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Boost employee engagement

Enhance satisfaction and adherence with schedules that flex to fit real-life needs and workflows.

Automate tasks

Reduce manual work and streamline staffing updates to save time and boost efficiency.

Adapt to omnichannel needs

Digital channels need new skills. Use smart tools to staff the right people, in the right place, every time.

Respond in real time

Adapt instantly with intraday tools
that reforecast and reoptimize based
on volume, shrinkage, and absences.

Automated WFM workflows

Let AI handle the heavy lifting so your people can focus on what matters.

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  • Staff with confidence using the industry's most accurate forecasts powered by AI and 45+ patented algorithms.

  • Give agents more control with automated scheduling tools for bidding, time off, trades, and more.

  • Model staffing needs across time and prepare for complex changes with accuracy and foresight.

  • Improve agent visibility and flexibility with an easy-to-use app for scheduling, alerts, and performance tracking.

  • Help managers reduce manual tasks and streamline adjustments in real time with Copilot for Workforce Managers.

  • Automate intraday reforecasting, workflows, and reporting to free up managers for coaching and strategic workforce planning.

Optimize with AI-driven WFM

Anticipate demand and optimize staffing with the industry's most accurate AI-powered omnichannel forecasting.

Success stories

See what global CX leaders are saying

Dutch Railways logo

Dutch Railways enhances CX with unified WFM and TTI

90%

of agents handle both voice and digital channels

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UCCU logo

UCCU improves efficiency with AI-powered scheduling

25%

drop in AHT

6-point

SLA improvement

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Vera Bradley embraces digital-first omnichannel with NiCE CXone Mpower

$1

million saved annually with workforce optimization

70%

reduction in call abandonment rates

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Moxie Pest Control cuts costs and boosts service with AI-powered NiCE CXone Mpower

5%

Reduction in shrinkage

10%

Reduction in call abandonment rate

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Maxicare taps the true power of WFM and reaches 90%+ CSAT with NiCE VRS

90%

CSAT score achieved

10%

improvement in forecasting accuracy

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Dutch Railways logo
UCCU logo

Related Products

Resources for smarter staffing

Dig into expert insights, best practices,
and next-gen approaches to workforce planning.

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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