AI-powered workforce management software for contact centers

Name: AI Workforce management software for contact centers
Brand: NiCE
Rating: 8.6 (951 reviews)

Unlock workforce management potential

NiCE Workforce Management helps contact centers forecast demand, build schedules, and adapt staffing as customer needs shift.

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The world’s leading brands trust NiCE to power 25B+ interactions a year

Smarter AI Workforce Management starts with a unified platform

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

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Boost employee engagement

Great Southern Bank decreased attrition of call center staff by 44%, dropping to just 11.5%. Read the case study →

Automate WFM processes

Vera Bradley saves $1 Million annually by eliminating 23.5 hours each week from the contact center’s operating hours. Read the case study →

Adapt to omnichannel needs

ScS cut web chat response times by 26% and reduced average voice call answer times by more than four minutes. Read the case study →

Real-time intraday optimization

Moxie reduced shrinkage from 65% to just 5% and achieved 94-95% agent adherence with minimal adjustments. Read the case study →

Automate your WFM workflows

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

Unlock more from your workforce management solution

Enhance your core Workforce Management solution with specialized add-ons that extend your capabilities across every dimension of staffing — from building AI-driven long-term capacity plans grounded in your own historical data, to streamlining back-office operations so you can forecast demand, balance workloads, and align your entire workforce with both real-time and future needs.

ADD-ONS

Enhanced Strategic Planner

Provides long-term planning to workforce planners by using integrated historical data from NiCE Workforce Management to determine the best and most accurate planning options for staffing and budgeting.

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Back Office

Drive efficiency, accuracy, and employee engagement across non-customer-facing operations. Our advanced back office workforce management solution is designed as a core component of an enterprise performance strategy. This enables you to forecast demand, balance workloads, and optimize staffing with precision — creating a healthier, more productive back office that directly supports superior customer experiences.

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"Our CXone WFM implementation was amazing—it was probably the best rollout I’ve ever been part of— and the way it has changed our workflow and created so many efficiencies is a game changer."

Cami Young

Assistant Vice President of Service Center Operations
Utah Community Credit Union

Optimize with AI Workforce Management for contact centers

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

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Success stories

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

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

NiCE Workforce Management 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, NiCE Workforce Management 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. NiCE Workforce Management 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.

NiCE Workforce Management 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 NiCE 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.