How AI is redefining workforce management into a dynamic, connected center
August 14, 2026
NiCE IEX Workforce Management
Advanced workforce forecasting and scheduling for complex contact centers
NiCE WFM (IEX) is an enterprise workforce management solution built for complex contact center operations. Forecast demand, plan agent schedules, evaluate staffing scenarios, and respond to intraday changes across channels, skills, and locations.
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 enterprise-scale contact centers. Improve forecast accuracy, boost employee engagement and optimize digital workflows with a flexible cloud-based solution that adapts 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 →
Why choose NiCE IEX WFM for complex operations?
NiCE IEX WFM combines AI-supported demand forecasting, configurable scheduling, and intraday management for contact centers with complex routing, multiple skills, and changing workloads. Use data-driven planning and workforce automation to support service goals while giving managers flexibility to adjust staffing decisions.
Forecast, schedule, and manage with NiCE WFM (IEX)
Bring workforce planning, forecasting, scheduling and intraday optimization together. NiCE IEX WFM helps teams translate forecasts into staffing plans, evaluate real-time conditions, and make scheduling decisions informed by customer demand and agent availability.
Extend NiCE IEX WFM with specialized capabilities
Add mobile self-service and automated schedule support with Employee Engagement Manager, long-term scenario and capacity planning with Enhanced Strategic Planner, and back-office workforce insights for operations beyond the contact center.
ADD-ONS
Employee Engagement Manager (EEM)
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 (ESP)
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 Workforce Optimization
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 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.