What is NiCE Workforce Management (WFM)?

NiCE CXone Mpower Workforce Management is an AI-driven workforce optimization solution for high-volume contact centers. It enables organizations to forecast demand accurately and schedule staff with confidence across all channels. Powered by AI and patented algorithms, the platform delivers industry-leading forecasting accuracy. Real-time intraday tools allow teams to quickly adapt to unexpected changes in demand or staffing. Automated WFM workflows reduce manual effort and streamline daily operations. The solution supports digital-first and omnichannel environments by staffing the right skills where they are needed most. Agents are empowered through self-service scheduling and mobile access. This flexibility improves satisfaction, adherence, and overall engagement. Long-term planning tools help contact centers prepare for seasonal shifts and business growth. Cognitive load optimization ensures workloads are balanced and sustainable. As part of the CXone Mpower AI platform, WFM integrates seamlessly with broader CX operations. NiCE helps contact centers build a more agile, efficient, and human-centered workforce.

Pricing

Free Trial Offered?:
Yes

Screenshots and Video

NiCE Workforce Management (WFM) Screenshot 1

Company Facts

Company Name:
NiCE
Date Founded:
1986
Company Location:
United States
Company Website:
www.nice.com/products/workforce-management

Product Details

Deployment
SaaS
Training Options
Documentation Hub
Online Training
Webinars
Support
24 Hour Support

Product Details

Target Company Sizes
Individual
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Freelance
Nonprofit
Government
Startup
Supported Languages
English

NiCE Workforce Management (WFM) Categories and Features

Workforce Optimization (WFO) Software

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

Workforce Management Software

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