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.
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.
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"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.
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.

Setting the benchmark

Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.

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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.

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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.

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