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Frequently Asked Questions
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.
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.
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.
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.
