AI-powered workforce management software for contact centers

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

Staff every shift right

NiCE Workforce Management cuts scheduling guesswork and agent burnout with forecasts powered by 45+ patented algorithms — trusted by brands running 25B+ customer interactions a year.

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

One platform. Every workforce decision, backed by data

NiCE Workforce Management, part of the NiCE CXone AI platform, gives you one system for forecasting, scheduling, and adjusting staffing in real time — so managers spend less time reacting and more time leading their teams.

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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 →

Scale without overstaffing

Oscar Health doubled its call volume with only a 60% increase in staffing. 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. Build AI-driven long-term capacity plans grounded in your historical data and streamline 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

Use your integrated historical data from NiCE Workforce Management to determine the best and most accurate long-term 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 management solution enables you to forecast demand, balance workloads, and optimize staffing with precision to build a healthier, more productive back office that 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.

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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.