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CXone Workforce Engagement

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Unlock the potential of your team

NICE inContact CXone Workforce Engagement and Optimization (WEM) unlocks your team’s potential by providing tools to inspire employee self-improvement, amplify quality to enhance customer experience, reduce labor waste, and ensure regulatory compliance. Patented technology powers the industry’s most intelligent forecasting, fosters employee ownership and accountability, and gives agents one experience across a cloud platform. As a natively developed suite, CXone WEM unifies workforce management, quality management, performance management and recording to deliver a better experience for agents, supervisors, and customers. With reduced effort and increased flexibility, you can achieve an optimal balance between operational efficiency and a superior customer service.
Revolutionize customer experience
Identify customer experience gaps across all channels and implement improvement plans with an easy-to-use evaluation and feedback process.


Achieve key CX  objectives by tying performance goals to NPS, CSAT, and other experience metrics, and provide agents direct feedback to illuminate their role in the customer journey.


Expedite your ROI and gain better omnichannel insights while evaluating fewer interactions.


Uncover and act on negative quality and performance experience trends before they impact customers.


Deliver a consistent experience with omnichannel forecasting, scheduling and quality management capabilities to ensure the right-skilled, right-trained agents are staffed across all supported channels.

CXone Workforce Enagement
Empower agents and instill accountability
Foster a transparent and collaborative environment where agents have instant visibility into performance, and more voice and choice in scheduling and quality processes.


Deliver real-time data to your agents, giving them  the opportunity to course-correct behaviors with instant insight into KPI performance, quality results, and schedule adherence. 


Reduce agent attrition with WEM functions proven to contribute to improved agent retention such as  personalized, ongoing coaching and increased schedule flexibility via schedule bidding, shift swap and more.


Encourage and solicit agent voice through engagement tools such as gamification, quality self-assessments, collaborative evaluations, arbitration workflows, and self-managed shift preferences. 


Simplify agents' lives by providing  easy access to all workforce optimization functions with a personalized module in the MAX agent interface. 
Analytics customer interaction
Achieve service levels at lower cost
Leverage patented AI technology to pinpoint efficiency opportunities, implement repeatable solutions, and achieve service levels without overstaffing.


Optimize headcount requirements with the industry’s most intelligent and accurate omnichannel forecasting engine, which ensures staffing plans without labor waste.


Eliminate manual WFM processes involved in generating and managing forecasts and schedules, enabling a more effective use of your WFM resources. 


Comply with regulatory requirements for PCI, GDPR, and HIPAA while recording up to 100% of interactions.


Decrease repeat call volume by providing targeted, personalized quality feedback and coaching, empowering agents to solve more customer inquiries on first contact.

Workforce optimization
Increase contact center efficiency

Spend more time developing agents and improving customer experience by eliminating complex interfaces and duplicate WEM administration across siloed contact center products.


Streamline administration and maintenance efforts in the unified, all-in-one CXone platform.


Reduce onboarding and maintenance efforts with a single interface for WEM and ACD contact center applications -- meaning you only have to create users in one system, one time.


Eliminate data synchronization issues caused by third-party ACD integrations, and rest assured your contact data is always refreshed and accurate.


Realize benefits quickly with an easy and rapid deployment that gets your contact center up and running in days instead of months.

Workforce optimization
Our patented technology
  • Providing the industry's most accurate forecasting engine
  • Helps foster a greater sense of employee ownership and accountability
  • Fully Integrated with NICE inContact CXone