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What is NiCE Employee Engagement Manager (EEM)?

NiCE Employee Engagement Manager is a workforce management automation solution focused on improving agent flexibility and engagement. It gives contact center employees mobile access to manage schedules, shifts, and availability in real time. Self-service tools allow agents to trade shifts, request time off, and pick up extra hours with ease. EEM automates intraday schedule changes to keep staffing aligned with customer demand. AI-driven rules enable organizations to automate staffing actions while maintaining control and visibility. Real-time productivity alerts help prevent performance drops during shifts. The platform reduces manager workload by automating high-volume scheduling tasks. Employees benefit from greater autonomy and work-life balance. This flexibility helps reduce absenteeism and attrition across contact center teams. EEM supports customer-centric scheduling by aligning agent availability with service needs. As part of the NiCE CXone ecosystem, it integrates seamlessly with workforce planning and CX operations. The solution helps organizations build more engaged, productive, and resilient teams.

What is NiCE CXone Mpower?

NiCE CXone Mpower is an AI-powered customer experience platform built to unify and modernize CX operations. It combines experience automation, AI agents, workforce augmentation, and analytics in a single ecosystem. The platform is purpose-built for CX, using thousands of domain-specific AI models to deliver accurate, conversational interactions. NiCE enables organizations to automate customer journeys from intent recognition to fulfillment. Proactive AI agents engage customers throughout onboarding, service, and retention. The platform analyzes real customer conversations to uncover insights and optimize automation strategies. With an open and extensible architecture, NiCE integrates easily with existing enterprise systems. Its secure cloud foundation supports large-scale operations with high availability and compliance. Real-time dashboards provide visibility into performance, efficiency, and customer satisfaction. AI-enhanced voice capabilities remove language barriers across global interactions. NiCE delivers measurable results such as faster response times, higher CSAT, and increased operational efficiency. The platform empowers organizations to transition from manual processes to intelligent, AI-driven customer engagement.

Media

Media

Integrations Supported

AmplifAI
Chatdesk
Cherwell Software
Creovai
Firefly
Klearcom
NiCE CXone Mpower
Replicant
SAP CRM
Salesforce
Sapling AI Writing Assistant
ServiceNow
SmartBots
Textel
Thrive Global
WIZ AI Talkbots
Zendesk
Zoom Phone
adepsi

Integrations Supported

AmplifAI
Chatdesk
Cherwell Software
Creovai
Firefly
Klearcom
NiCE CXone Mpower
Replicant
SAP CRM
Salesforce
Sapling AI Writing Assistant
ServiceNow
SmartBots
Textel
Thrive Global
WIZ AI Talkbots
Zendesk
Zoom Phone
adepsi

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

NiCE

Date Founded

1986

Company Location

United States

Company Website

www.nice.com/products/workforce-management/nice-iex-wfm/automate

Company Facts

Organization Name

NiCE

Date Founded

1986

Company Location

United States

Company Website

www.nice.com

Categories and Features

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Categories and Features

Auto Dialer

Call Center Management
Call Recording
Call Reporting
Call Scripting
Lead Management
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Surveys

Call Center

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Call Recording

Archiving
Call Sharing
Distributed Call Recording
Event Triggered Recording
File Transfer
Instant Retrieval
On-Demand Recording
Recording Bookmarking
Scheduled Recording
Screen Activity Recording
Video Call Recording

Customer Service

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Help Desk

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

IVR

Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail

Knowledge Management

Artificial Intelligence (AI)
Cataloging / Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal

Predictive Dialer

Call Monitoring
Call Recording
Call Results
Call Transfer
Callback Scheduling
Campaign Specific Caller ID
Contact Management
FCC Compliance
FTC Compliance
Lead Capture
Lead Management

Telephony

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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