CXone Workforce Engagement

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Unlock the potential of your team
NICE inContact CXone Workforce Engagement and  Optimisation (WEM) unlocks your team’s potential by providing tools to inspire employee self-improvement, amplify quality to enhance customer experience, reduce labour 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.
Revolutionise 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 behaviours with instant insight into KPI performance, quality results, and schedule adherence. 


Reduce agent attrition with WFO functions proven to contribute to improved agent retention such as  personalised, 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 optimisation functions with a personalised 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.


Optimise headcount requirements with the industry’s most intelligent and accurate omnichannel forecasting engine, which ensures staffing plans without labour 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, personalised quality feedback and coaching, empowering agents to solve more customer inquiries on first contact.

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