Why standalone AI is risky - and how AI workforce management protects operations
March 18, 2026
AI workforce management software
AI workforce management software for complex contact centers
NiCE Workforce Management (IEX) delivers forecasting, scheduling, and real-time intraday management for the most demanding contact center environments.
The world’s leading brands trust NiCE to power 25B+ interactions a year
Go beyond traditional WFM with AI you can trust
NiCE Workforce Management (IEX) is AI-powered workforce management software built for modern contact centers. Improve forecast accuracy, boost employee engagement, scale flexibility in the cloud, and optimize digital workflows, all within a cloud-based solution designed to adapt to changing demand.
Improve forecasting accuracy
KPN improved forecast interval accuracy of its most important contact types from 1% to 4%. Read the case study →
Boost employee engagement
Travel + Leisure achieved an 83% self-service participation rate after rollout, while daily utilization exceeded the company’s target by 100%. Read the case study →
Scale flexibility in the cloud
Severn Trent automated 90% of its manual planning tasks. Read the case study →
Optimize digital workflows
Dutch Railways reduced contact center operational costs by 10- 15% on an annualized basis. Read the case study →
End-to-end WFM
Plan, forecast, schedule, and adapt with one complete, AI-powered suite.
Extend your workforce management capabilities
Add specialized capabilities to your core Workforce Management solution from empowering agents with mobile self-service tools and boosting intraday engagement, to building AI-driven long-term capacity plans, to streamlining back-office operations. Each add-on works with NiCE Workforce Management (IEX), so your entire workforce stays aligned to real-time and future demand.
ADD-ONS
Employee Engagement Manager
Give agents mobile self-service to manage their own schedules while automating intraday staffing behind the scenes, keeping coverage aligned to real-time demand. One customer processed 434K hours of schedule activity through EEM and saved over $1 million in eight months.
Enhanced Strategic Planner
Turn AI forecasts from NiCE Workforce Management (IEX) into long-term staffing plans, and stress-test unlimited hiring and capacity scenarios before you commit budget — so every headcount decision is backed by data, not guesswork.
Back Office
Streamline back-office operations and take control of your backlog with AI-powered workforce management that prioritizes demand, aligns capacity, and accelerates outcomes.
"The efficiency, the transparency, and the ease of approach that NiCE IEX was providing is a critical, critical component to delivering all the successes that we saw."
Senior Manager, WFM Performance & Insights
TD Bank
Comprehensive WFM,
all in one place
Forecast demand, build smarter schedules, automate intraday adjustments,
and keep agents engaged — all in one AI-powered suite.
Success stories
Real results from global CX leaders
Related Products
Resources to power performance
Get the latest thinking on workforce trends, innovations in scheduling,
and tools for contact center agility.
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.