Workforce Management

AI-powered workforce precision

Optimize labor management with AI forecasts, real-time staffing, and flexible tools for your hybrid teams.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Power smarter scheduling

Balance staffing and service goals
with AI-powered workforce planning
that adapts to change in real time.

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Forecast with precision

Use AI to anticipate demand and
build accurate forecasts that reflect
seasonality, trends, and channel mix.

Simplify staff scheduling

Auto-generate optimized schedules
for voice and digital, while supporting
preferences, skills, and labor laws.

Boost agent flexibility

Let agents self-schedule, swap shifts,
and manage availability with intuitive
tools that improve satisfaction.

Respond in real time

Adapt instantly with intraday tools
that reforecast and reoptimize based
on volume, shrinkage, and absences.

WFM that adapts to your reality

Powerful AI planning behind the scenes,
so your people can shine on the front lines.

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Predict staffing needs with confidence using patented algorithms that learn from historical and real-time data. Schedule with unmatched precision.
Model staffing needs months in advance with intelligent scenario planning. Adapt quickly to growth, seasonality, and whatever’s next.
Empower agents to manage shifts, view metrics, and receive updates— all from their phone.
Let employees manage shift swaps, time off, and schedule bids with ease. Flexible, intuitive tools keep engagement high and managers out of the weeds.
Monitor adherence, efficiency, and coverage in the moment—so supervisors can coach, course correct, and guide with clarity and speed.
Automate reforecasting, reporting, and routine tasks with a copilot for workforce managers—so leaders can spend less time managing and more time empowering their teams.

See AI-powered WFM in action

Watch how CXone Mpower Workforce Management streamlines
planning, forecasting, and intraday adjustments with generative AI.

Success stories

See what global CX leaders are saying

Dutch Railways enhances CX with unified WFM and TTI

90%

of agents handle both voice and digital channels

Smarter staffing

UCCU improves efficiency with AI-powered scheduling

25%

drop in AHT

6-point

SLA improvement

Efficiency unlocked

KeyBank invests in workforce excellence

faster schedule generation

consecutive months met targets for service level, ASA, and abandon rate

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Lowe’s saves over $1 million

434k+

hours of schedule changes automated

$325k+

workforce management admin labor saved

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Resources for 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

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.