Workforce intelligence

Put improvement on autopilot.

Adapt faster by automating intraday operational adjustments across the contact center. Trigger sophisticated actions and alerts that don’t need manual intervention or monitoring.

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Turbo-charge your contact center.

Resolve performance issues faster

Automatically adapt to changing conditions in your contact center.

Maximize supervisor productivity

Create automatic alerts and actions based on real-time information.

Connect information to action

Link core contact center metrics to your workforce engagement data and processes.

Power your contact center with workforce intelligence.

Workforce Intelligence is a fully integrated contact center operations engine that triggers routing or workforce changes to ensure optimal service levels. Turbo-charge supervisor productivity with automation that does the heavy lifting for you. With a complete view across CXone ACD and WEM applications, Workforce Intelligence helps you adapt to unforeseen challenges and respond in real time by initiating resolutions to create the best possible customer experience, no matter what.

"We’ve reduced our hold times with NICE CXone, even while taking high volumes of calls. CXone’s scalability means that anyone on the team can quickly assist customers.”

Donna Zeigler

Contact Center Manager AAA Central Penn

Automation that does the heavy lifting for you.

Adapt with ease

Automatically adjust to changing conditions in your contact center with notification of potential issues and proactive resolutions.

Skyrocket supervisor productivity

Set sensors and triggers for new automatic actions, based on real-time and historical data from a complete contact center view.

Unprecedented visibility

Built on an Open Cloud Foundation & backed by the power of CXone, Workforce Intelligence connects your contact center to your workforce—on the same platform, in the same cloud.