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Workforce Management (WFM) FAQs
Workforce Management
Complete workforce management for complex environments
Plan and adapt in real time with AI-driven tools built for enterprise scale and digital-first operations.
NiCE IEX WFM is an enterprise-grade solution designed to handle the complexity of modern contact centers. It helps teams plan, schedule, and manage resources across channels and roles, supporting everything from employee self-service to real-time intraday adjustments. With deep configurability and a proven track record at scale, it’s trusted by organizations with the most demanding workforce management needs.
Both solutions offer advanced workforce management, but they’re designed for different needs. NiCE IEX WFM is enterprise-grade and highly configurable, ideal for large, complex operations. CXone Mpower WFM is cloud-native and built for digital-first teams—offering fast setup, automation, and intuitive self-service tools for everyday agility.
IEX WFM uses more than 45 AI-powered forecasting algorithms to align staffing with customer demand. A “best pick” AI model selects the most accurate forecast for each day. Simulation tools replicate real-world routing rules, agent skills, and multichannel behavior, ensuring workforce plans reflect exactly how work flows in your environment.
Yes. With automated intraday reforecasting, queue-level net staffing analysis, and re-simulation, IEX WFM helps you read and respond to shifting conditions throughout the day.
Yes. Schedule optimization in IEX WFM starts from the moment schedules are created. Then, throughout the day, the platform continually analyzes staffing and presents optimization suggestions based on real-time conditions. Managers can choose to apply the recommendations or adjust manually. Either way, it’s built to keep your operations running smoothly.
NiCE has been named the WFM market share leader by DMG Consulting for more than ten years in a row. In 2023, NICE held a 36.9% share of the WFO market. It’s also a consistent Leader in the Gartner Magic Quadrant for Workforce Engagement Management, with top scores in both execution and vision. Backed by ongoing investment in innovation, including over $758 million in R&D over five years, IEX WFM continues to earn accolades across the industry.
Plan ahead with AI insights
Increase forecasting precision and create efficient schedules with the ower of AI and machine learning.
Engage and empower teams
Support work-life balance and boost engagement with agile scheduling that adapts to changing needs.
Scale flexibly in the cloud
Grow without limits by moving to
a cloud platform that aligns with
modern business strategies.
Optimize digital workflows
Improve staffing for digital channels and asynchronous work to keep pace with your customers.
