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.
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.
Take your contact center from cost to revenue.
Workforce Intelligence makes the entire enterprise more competitive–with new opportunities for reduced costs, more loyal customers, more revenue, and more growth on the horizon.
"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.
White Papers
Setting the benchmark
Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.
Product Videos
Better manage core operations
See how IT Leaders can take advantage of industry-leading availability and security, and benefit from the industry's largest cloud CX ecosystem.
White Papers
AI-infused contact centers optimize customer experience
AI has the potential to be one of the most transformative contact center technologies. Realize the full potential of what AI can deliver.