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Get more out of your most valuable resource.
Hit SLAs without overstaffing
Reduce labor waste and improve CX with an intelligent approach to forecasting and scheduling.
Engage your agents

Improve everything from schedule adherence to attendance and agent satisfaction with one solution.
Reduce tedious tasks

Minimize WFM administrative and maintenance overhead.
Turn on a dime

Expect the unexpected and make staffing changes in a flash.
AI-powered WFM built with simplicity in mind.
Artificial intelligence, automated workflows and intuitive interfaces make agents’ and supervisors’ lives easier and minimize costs- all at the same time.
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CXone Workforce Management Software

NICE inContact CXone Workforce Management (WFM) software lets you anticipate business demands and optimize your workforce with the industry’s most intelligent and accurate omnichannel forecasting engine. It’s patented AI and machine learning technology unlocks your workforce’s potential and harnesses the true power of your organization’s greatest asset – your people.

With an intuitive look and feel, you’re up and running in no time, and requires less skillset to manage forecasts and schedules. When things change, pivot painlessly with intraday insights and reforecasting capabilities. As a unified component of the CXone platform, Workforce Management is the first of its kind to make administration and maintenance streamlined and simple and make it easier to manage teams across locations.
You’re busy enough. Let us manage your workforce.
From forecasting volume and scheduling, to reducing idle time and boosting efficiency, our workforce management software helps you plan and staff across all your channels including voice, email, chat, SMS/text, and social media.
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“I used to bring on 25 contractors during open enrollment periods to help with heavier call volumes. This year, with CXone we probably could have gone with 10 new contractors— a 60% reduction that’s positively impacted our payroll.”
Myra Nunez
Director of Employee Services OneSource Virtual
A win for agents, supervisors, and your customers.
Give agents more focus and flexibility
Boost engagement and flexibility with trade requests, shift bidding, and more. And direct access in the agent desktop lets agents better focus on customers.
Simplify management

Make managers more efficient with automated workflows, intraday reforecasting, and unified BI reports - so they can spend time coaching and strategizing for the future.
Forecast and schedule intelligently

AI Best Pick™ technology selects the best of 40+ patented algorithms to produce the most accurate forecasts and schedules across all channels.
Get up and running in days

Create users in one system, one time and eliminate the need for third-party ACD integrations - making implementation and onboarding quick and hassle-free.
Anytime, anywhere mobile scheduling
Extend your WFM with a mobile application to improve agent visibility and flexibility, and foster accountability, with access to mobile self-scheduling.
Improve long-term planning

Make sure you’re appropriately staffed today and into the future with proactive planning for volume-impacting events.
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

White Papers

Accurate forecasting with artificial intelligence

Learn how AI Forecasting provides improves everything from service level attainment to Customer Satisfaction and First Call Resolution scores.

Customer Stories

Keeping pace with constant change

Learn how Wine Country Baskets manages fluctuating call volume and chaotic scheduling with NICE inContact.

White Papers

WFM that works from home

Get tips and best practices for workforce management in a remote contact center.