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AI Workforce Management (WFM) for Contact Centers

Unlock workforce
management potential

Unlock workforce management potential with AI Workforce Management for contact centers, powered by intelligent automation that delivers smarter scheduling, accurate forecasting, and real time adaptation.

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

Smarter AI Workforce Management starts with a unified platform

From forecasting accuracy to cognitive balance and real-time guidance, CXone Mpower WFM—part of the CXone Mpower AI platform—transforms data into decisions, fueling a more agile, efficient, and human workforce.

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Boost employee engagement

Enhance satisfaction and adherence for contact center agents with schedules that flex to fit real life needs.

Automate tasks

Reduce manual work and streamline staffing updates with AI automations built for high volume contact center operations.

Adapt to omnichannel needs

Use AI Workforce Management to staff the right skills across every contact center channel, digital and voice.

Real time AI Workforce Management

Adapt instantly with intraday AI tools that reforecast and reoptimize staffing based on volume, shrinkage, and agent availability.

Automated WFM workflows

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

Staff with confidence using the industry's most accurate forecasts powered by AI and 45+ patented algorithms.
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Give agents more control with automated scheduling tools for bidding, time off, trades, and more.
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Model staffing needs across time and prepare for complex changes with accuracy and foresight.
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Improve agent visibility and flexibility with an easy-to-use app for scheduling, alerts, and performance tracking.
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Help managers reduce manual tasks and streamline adjustments in real time with Copilot for Workforce Managers.
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Automate intraday reforecasting, workflows, and reporting to free up managers for coaching and strategic workforce planning.
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Optimize with AI Workforce Management for contact centers

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

Success stories

See how global CX leaders use AI Workforce Management to improve performance and efficiency across high volume contact centers.

Dutch Railways enhances CX with unified WFM and TTI

90%

of agents handle both voice and digital channels

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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

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

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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Related AI Workforce Management products for contact centers

Resources for AI Workforce Management and 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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Frequently Asked Questions

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.