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NICE CX Products: Workforce management software (WFM)
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srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=640&q=80 640w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=750&q=80 750w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=828&q=80 828w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=1080&q=80 1080w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=1200&q=80 1200w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=1920&q=80 1920w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=2048&q=80 2048w, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=3840&q=80 3840w" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2FDesktop-Workforce-Management.jpg&w=3840&q=80"/></picture><div class="header-breadcrumbs w-full"><div class="mx-auto w-full max-w-[1440px] px-[30px] py-[15px] tablet:px-[50px] desktop:pl-[150px] desktop:pr-[100px]"><ul><li><a aria-label="Home - open in same tab" href="https://www.nice.com/">Home</a></li><li><a aria-label="Products - open in same tab" href="https://www.nice.com/products">Products</a></li><li><span>Workforce Management Software (WFM)</span></li></ul></div></div><div class="mx-auto flex min-h-[326px] w-full max-w-[1440px] flex-1 flex-col justify-center px-[30px] pb-[15px] text-white tablet:px-[50px] desktop:pl-[150px] desktop:pr-[100px]"><div class="heading-wrapper"><!--$--><h1 class=" " id="">Workforce Management Software (WFM) - Optimize Your CX</h1><!--/$--><!--$--><h2 class=" " id="">All you need to optimize workforce management.</h2><!--/$--><!--$--><p class=""><html><head></head><body>You’ve got a lot to manage, and we can help with everything you need for faster, more accurate workforce management.</p><!--/$--><!--$--><p class=""><html><head></head><body><a href="/lp/watch-demo" class="nice-link button-large button-blue" rel="" target="_self" aria-label="View demo - open in same tab">View demo</a></body></html></p><!--/$--></div></div></div></section><!--/$--><!--$--><div class="nice-group skin-black max-width-none no-paddings" id=""><!--$--><!--$--><section class="featured-logos-carousel"><div class="overflow-hidden"><div class="trusted-slider height-50 disable-navigation-desktop"><div class="swiper"><div class="swiper-wrapper !ease-linear"><div class="swiper-slide"><img alt="" loading="lazy" width="229" height="50" decoding="async" data-nimg="1" style="color:transparent" 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12.5 12.5 32.8 0 45.3l-160 160c-12.5 12.5-32.8 12.5-45.3 0s-12.5-32.8 0-45.3L210.7 256 73.4 118.6c-12.5-12.5-12.5-32.8 0-45.3s32.8-12.5 45.3 0l160 160z"></path></svg></div></div></div></section><!--/$--><!--/$--></div><!--/$--><!--$--><div class="nice-group skin-default max-width-none" id=""><!--$--><section class="section-heading max-width-1000 skin-default page-products-workforce-management"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto my-[30px] px-[30px] text-center"><!--$--><h3 class="text-center " id="">Unlock workforce <mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">potential.</mark></h3><!--/$--><!--$--><p class="text-center"><html><head></head><body>Anticipate business demands and optimize your workforce with the industry's most intelligent and accurate omnichannel forecasting engine. Patented AI and machine learning technology harness the power of your organization's greatest asset – your people. Harness the benefits of our comprehensive workforce management solution such as:</body></html></p><!--/$--></div></section><!--/$--><!--$--><!--$--><section class="features skin-default grid-4-col no-borders"><div><!--$--><div class="feature"><!--$?--><template id="B:1"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:2"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:3"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:4"></template><!--/$--></div><!--/$--></div></section><!--/$--><!--/$--><!--$--><section class="section-heading max-width-1000 skin-default page-products-workforce-management"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto my-[30px] px-[30px] text-center"><!--$--><p class="text-center"><html><head></head><body><a href="/resources/the-goldilocks-guide-to-contact-center-wfm" class="nice-link button-large button-blue" rel="" target="_self" aria-label="See all capabilities - open in same tab">See all capabilities</a></body></html></p><!--/$--></div></section><!--/$--></div><!--/$--><!--$--><div class="nice-group skin-light-gray max-width-none" id=""><!--$--><!--$--><section class="section-storylane"><div class="section-storylane-wrapper"><div><div class="storylane-inner"><div class="storylane-heading"><h3>Take a self-guided tour</h3><a href="#" class="button-large">BEGIN TOUR</a></div><div class="storylane-embed" style="background:url(https://resources.nice.com/wp-content/uploads/2024/09/wfmscrn1920-1080.webp) no-repeat center/cover"><iframe src="" data-src="https://app.storylane.io/demo/6bdzj2ombua7" title="Watch demo"></iframe></div></div></div></div></section><!--/$--><!--/$--></div><!--/$--><!--$--><!--$--><section class="video-section"><div class="mx-auto my-[30px] max-w-[1170px] px-[30px] tablet:px-[50px] desktop:px-[15px]"><div class="inner-wrapper"><div class="video-wrap youtube-iframe-wrapper"><!--$!--><template data-dgst="BAILOUT_TO_CLIENT_SIDE_RENDERING"></template><!--/$--><img alt="Built-in simplicity." loading="lazy" width="1024" height="576" decoding="async" data-nimg="1" class="preview video-hidden" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fvideo-thumbnail-1140x641-wfm.webp&w=1080&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fvideo-thumbnail-1140x641-wfm.webp&w=2048&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F05%2Fvideo-thumbnail-1140x641-wfm.webp&w=2048&q=80"/><div class="gradient play video-hidden "></div></div><a href="#" class="video-content play" aria-label="Play video Built-in simplicity."><h3>Built-in simplicity.</h3><div><p>Artificial intelligence, automated workflows, and an intuitive interface make agents’ and supervisors’ lives easier. </p></div><span class="watch-btn">Watch demo</span></a></div></div></section><!--/$--><!--/$--><!--$--><div class="nice-group skin-dark-gradient max-width-793 gradient-bottom" id=""><!--$--><section class="section-heading max-width-1000 skin-default page-products-workforce-management"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto my-[30px] px-[30px] text-center"><!--$--><h3 class="text-center " id="">"Our CXone WFM implementation was amazing- it was probably the best rollout I've ever been apart of- and the way it has changed our workflow and created so many efficiencies is a game changer."</h3><!--/$--><!--$--><p class="text-center"><html><head></head><body>Cami Young<br>Assistant Vice President of Service Center Operations, Utah Community Credit Union</body></html></p><!--/$--><!--$--><p class="text-center"><html><head></head><body><a href="/resources/uccu-case-study" class="nice-link button-large button-blue" rel="" target="_self" aria-label="View Case Study - open in same tab">View Case Study</a></body></html></p><!--/$--></div></section><!--/$--></div><!--/$--><!--$--><div class="nice-group skin-default max-width-none" id=""><!--$--><section class="section-heading max-width-1000 skin-default page-products-workforce-management"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto my-[30px] px-[30px] text-center"><!--$--><h3 class="text-center " id="">Workforce management software, <mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-text-primary-2-color">with the power of AI.</mark></h3><!--/$--><!--$--><p class="text-center"><html><head></head><body>With NICE CXone - the best workforce management solution, the machine takes on the herculean tasks of learning the uniqueness of each environment and applying intelligence that exceeds the human capacity to process. In doing so, it frees humans to focus on those activities and thought processes that require a human touch.</body></html></p><!--/$--></div></section><!--/$--><!--$--><section class="features-image-on-left grid-2-col"><!--$--><!--$--><!--/$--><!--/$--><div><!--$--><div class="feature"><!--$?--><template id="B:5"></template><!--/$--><!--$?--><template id="B:6"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:7"></template><!--/$--><!--$?--><template id="B:8"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:9"></template><!--/$--><!--$?--><template id="B:a"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:b"></template><!--/$--><!--$?--><template id="B:c"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:d"></template><!--/$--><!--$?--><template id="B:e"></template><!--/$--></div><!--/$--><!--$--><div class="feature"><!--$?--><template id="B:f"></template><!--/$--><!--$?--><template id="B:10"></template><!--/$--></div><!--/$--></div></section><!--/$--></div><!--/$--><!--$--><div class="nice-group skin-light-gray max-width-none" id=""><!--$--><section class="section-heading max-width-1000 skin-default page-products-workforce-management"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto my-[30px] px-[30px] text-center"><!--$--><h3 class="text-center " id="">Real stories of Workforce Management with NICE solutions</h3><!--/$--></div></section><!--/$--><!--$--><section class="related-resources"><!--$--><!--$--><!--/$--><!--/$--><div class="mx-auto max-w-[1440px] px-[30px] tablet:px-[50px] desktop:px-[100px]"><div class="resources-cards-wrapper"><a class="resources-card" aria-label="EE Expands Workforce Flexibility and Engagement with NICE Workforce Management - 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With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NICE WFM easily supports complex environments. Overall benefits of the NICE WFM solution include:\u003c/p\u003e\\n\\n\\n\\n\\nFully embedded simulation that provides the most accurate required staff in a multi-skill, multi-site, multi-work type environment.\\n\\n\\n\\n+45 algorithm models, including an AI \\u2018best pick\\u2019 forecast option.\\n\\n\\n\\nTime-off / scheduling requests and change management tools from mobile.\\n\\n\\n\\nFlexible, feature-rich scheduling.\\n\\n\\n\\nSelf-service portal for automated time off management, collaboration, and employee engagement.\\n\\n\\n\\n\\n\\n\"}},{\"@type\":\"Question\",\"name\":\"What are Key Capabilities in NICE WFM?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"\\n\u003cp class=\\\"\\\"\u003ea. Forecasting Accuracy:\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eNICE's proprietary forecasting and simulation technology produces the most accurate workforce plan in the market, which helps you effectively serve your customers at the lowest cost possible. NICE does this through the following unique methodology:\u003c/p\u003e\\n\\n\\n\\n\\n\u003cstrong\u003eForecasting with Artificial Intelligence:\u003c/strong\u003e\u0026nbsp;NICE is the only WFM vendor that offers four unique forecasting models with an Artificial Intelligence Best Pick algorithm that helps users choose the most accurate model for each day of the week for easy-to-use-to-use accurate forecasting.\\n\\n\\n\\n\u003cstrong\u003eAnalytical Simulation of Requirements:\u003c/strong\u003e\u0026nbsp;NICE uses patented simulation algorithms to simulate exact routing rules, agent skills, and priorities in a multi-skill environment to ensure accurate coverage of all work across multiple channels and work types.\\n\\n\\n\\n\u003cstrong\u003eTrue-to-Interval (TTI):\u0026nbsp;\u003c/strong\u003eNICE\\u2019s True to Interval technology enables NICE WFM to be the only software that accurately accounts for asynchronous or discontinuous work items typical of digital channels and back office workstreams. In addition, TTI solves for extended synchronous contacts when the handle times are longer than the planning period. By adding two new fields, \\u201cAnswered\\u201d and \\u201cActive,\\u201d staffing requirements are based on when the work was actually being performed as opposed to when the work item was completed.\\n\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eb. Simulation-Based Scheduling:\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eNICE is the only WFM solution on the market that uses simulation during the forecasting and scheduling processes to more accurately predict the balance between customer demand and agent availability and skills. The ability to re-simulate allows you to easily and effectively react to changing conditions.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003ec. Intraday Analytics:\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eNICE WFM provides users with automated intraday re-forecasting, accurate net staffing analysis by queue, schedule re-simulation and optimization, and skill- aware change management. These features allow NICE customers to easily and effectively read and react to changing conditions.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eNICE WFM is the most comprehensive and configurable WFM solution on the market. Key differentiators include:\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003ea. Forecasting with Artificial Intelligence:\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eNICE WFM presents the most advanced forecasting solution on the market: 46 algorithms, supported by artificial intelligence, allow NICE WFM to calculate extremely accurate resource requirements to build the most efficient schedules possible.\u003c/p\u003e\\n\\n\\n\\n\u003cp class=\\\"\\\"\u003eb. 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id="S:11"><figure class=" text-left"><img alt="Two women working on nice systems workforce management software AI." loading="lazy" width="660" height="370" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fnice-systems-workforce-management-software-ai-promo.webp&w=750&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fnice-systems-workforce-management-software-ai-promo.webp&w=1920&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fnice-systems-workforce-management-software-ai-promo.webp&w=1920&q=80"/></figure></div><script>$RC("B:11","S:11")</script><div hidden id="S:12"><h3 class=" " id="">The experts <mark style="background-color:rgba(0, 0, 0, 0)" class="has-inline-color has-text-primary-2-color">have spoken.</mark></h3></div><script>$RC("B:12","S:12")</script><div hidden id="S:13"><p class=""><html><head></head><body>NICE is recognized as a market leader in workforce management by DMG Consulting, for the 10th consecutive year.</body></html></p></div><script>$RC("B:13","S:13")</script><div hidden id="S:14"><p class=""><html><head></head><body><em>DMG provides primary research that guides critical decisions made by businesses in the dynamic and rapidly transforming contact center market.</em></body></html></p></div><script>$RC("B:14","S:14")</script><div hidden id="S:15"><p class=""><html><head></head><body><a href="/resources/wfm-report-2024-by-dmg-consulting-llc" class="nice-link button-large button-blue" rel="" target="_self" aria-label="Read the report - open in same tab">Read the report</a></body></html></p></div><script>$RC("B:15","S:15")</script><div hidden id="S:16"><p class=""><html><head></head><body>With more than 45 algorithms for maximum forecast accuracy, NICE WFM offers the flexibility to fit forecasting and scheduling to highly specific environments. With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NICE WFM easily supports complex environments. Overall benefits of the NICE WFM solution include:</body></html></p></div><script>$RC("B:16","S:16")</script><div hidden id="S:18"><figure class=" text-left"><img alt="With more than 45 algorithms for maximum forecast accuracy, NICE WFM offers the flexibility to fit forecasting and scheduling to highly specific environments. With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NICE WFM easily supports complex environments. " loading="lazy" width="776" height="193" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-1-3-4.webp&w=828&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-1-3-4.webp&w=1920&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-1-3-4.webp&w=1920&q=80"/></figure></div><script>$RC("B:18","S:18")</script><div hidden id="S:19"><p class=""><html><head></head><body>a. Forecasting Accuracy:</body></html></p></div><script>$RC("B:19","S:19")</script><div hidden id="S:1a"><p class=""><html><head></head><body>NICE's proprietary forecasting and simulation technology produces the most accurate workforce plan in the market, which helps you effectively serve your customers at the lowest cost possible. NICE does this through the following unique methodology:</body></html></p></div><script>$RC("B:1a","S:1a")</script><div hidden id="S:1c"><p class=""><html><head></head><body>b. Simulation-Based Scheduling:</body></html></p></div><script>$RC("B:1c","S:1c")</script><div hidden id="S:1d"><p class=""><html><head></head><body>NICE is the only WFM solution on the market that uses simulation during the forecasting and scheduling processes to more accurately predict the balance between customer demand and agent availability and skills. The ability to re-simulate allows you to easily and effectively react to changing conditions.</body></html></p></div><script>$RC("B:1d","S:1d")</script><div hidden id="S:1e"><p class=""><html><head></head><body>c. Intraday Analytics:</body></html></p></div><script>$RC("B:1e","S:1e")</script><div hidden id="S:1f"><p class=""><html><head></head><body>NICE WFM provides users with automated intraday re-forecasting, accurate net staffing analysis by queue, schedule re-simulation and optimization, and skill- aware change management. These features allow NICE customers to easily and effectively read and react to changing conditions.</body></html></p></div><script>$RC("B:1f","S:1f")</script><div hidden id="S:20"><p class=""><html><head></head><body>NICE WFM is the most comprehensive and configurable WFM solution on the market. Key differentiators include:</body></html></p></div><script>$RC("B:20","S:20")</script><div hidden id="S:21"><p class=""><html><head></head><body>a. Forecasting with Artificial Intelligence:</body></html></p></div><script>$RC("B:21","S:21")</script><div hidden id="S:22"><p class=""><html><head></head><body>NICE WFM presents the most advanced forecasting solution on the market: 46 algorithms, supported by artificial intelligence, allow NICE WFM to calculate extremely accurate resource requirements to build the most efficient schedules possible.</body></html></p></div><script>$RC("B:22","S:22")</script><div hidden id="S:23"><p class=""><html><head></head><body>b. Machine-Learning Multi-Skill Simulation:</body></html></p></div><script>$RC("B:23","S:23")</script><div hidden id="S:24"><p class=""><html><head></head><body>Only NICE WFM simulates exact ACD routing, employee skills, skill levels, and schedules with its patented formula; machine-learning algorithms create improving efficiencies.</body></html></p></div><script>$RC("B:24","S:24")</script><div hidden id="S:25"><p class=""><html><head></head><body>c. Multi-Channel Support:</body></html></p></div><script>$RC("B:25","S:25")</script><div hidden id="S:26"><p class=""><html><head></head><body>Ability to forecast, schedule, and manage all customer contacts and back office work, enabling organizations to be highly productive.</body></html></p></div><script>$RC("B:26","S:26")</script><div hidden id="S:27"><figure class=" text-left"><img alt="Ability to forecast, schedule, and manage all customer contacts and back office work, enabling organizations to be highly productive." loading="lazy" width="641" height="233" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-2-1-1.webp&w=750&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-2-1-1.webp&w=1920&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-2-1-1.webp&w=1920&q=80"/></figure></div><script>$RC("B:27","S:27")</script><div hidden id="S:28"><p class=""><html><head></head><body>NICE is the clear choice for the following reasons:</body></html></p></div><script>$RC("B:28","S:28")</script><div hidden id="S:2a"><figure class=" text-left"><img alt="magic quadrant for workforce engagement management" loading="lazy" width="569" height="276" decoding="async" data-nimg="1" class="inline-block" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-7.webp&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-7.webp&w=1200&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F08%2Fimage-7.webp&w=1200&q=80"/></figure></div><script>$RC("B:2a","S:2a")</script><div hidden id="S:2b"><p class=""><html><head></head><body>CXone WFM takes a two-pronged approach to schedule optimization. Schedules are initially optimized when they are created, and there is a schedule optimizer that runs automatically throughout the day to analyze existing schedules. The optimizer presents schedule change recommendations to managers who can then decide whether or not they want to accept the proposed changes.</body></html></p></div><script>$RC("B:2b","S:2b")</script><div hidden id="S:1"><div><!--$?--><template id="B:2c"></template><!--/$--><!--$?--><template id="B:2d"></template><!--/$--></div></div><script>$RC("B:1","S:1")</script><div hidden id="S:2"><div><!--$?--><template id="B:2e"></template><!--/$--><!--$?--><template id="B:2f"></template><!--/$--></div></div><script>$RC("B:2","S:2")</script><div hidden id="S:3"><div><!--$?--><template id="B:30"></template><!--/$--><!--$?--><template id="B:31"></template><!--/$--></div></div><script>$RC("B:3","S:3")</script><div hidden id="S:4"><div><!--$?--><template id="B:32"></template><!--/$--><!--$?--><template id="B:33"></template><!--/$--></div></div><script>$RC("B:4","S:4")</script><div hidden id="S:6"><div><!--$?--><template id="B:34"></template><!--/$--><!--$?--><template id="B:35"></template><!--/$--></div></div><script>$RC("B:6","S:6")</script><div hidden id="S:8"><div><!--$?--><template id="B:36"></template><!--/$--><!--$?--><template id="B:37"></template><!--/$--></div></div><script>$RC("B:8","S:8")</script><div hidden id="S:a"><div><!--$?--><template id="B:38"></template><!--/$--><!--$?--><template id="B:39"></template><!--/$--></div></div><script>$RC("B:a","S:a")</script><div hidden id="S:c"><div><!--$?--><template id="B:3a"></template><!--/$--><!--$?--><template id="B:3b"></template><!--/$--></div></div><script>$RC("B:c","S:c")</script><div hidden id="S:e"><div><!--$?--><template id="B:3c"></template><!--/$--><!--$?--><template id="B:3d"></template><!--/$--></div></div><script>$RC("B:e","S:e")</script><div hidden id="S:10"><div><!--$?--><template id="B:3e"></template><!--/$--><!--$?--><template id="B:3f"></template><!--/$--></div></div><script>$RC("B:10","S:10")</script><div hidden id="S:17"><ul class=" " start="1"><!--$?--><template id="B:40"></template><!--/$--><!--$?--><template id="B:41"></template><!--/$--><!--$?--><template id="B:42"></template><!--/$--><!--$?--><template id="B:43"></template><!--/$--><!--$?--><template id="B:44"></template><!--/$--></ul></div><script>$RC("B:17","S:17")</script><div hidden id="S:1b"><ul class=" " start="1"><!--$?--><template id="B:45"></template><!--/$--><!--$?--><template id="B:46"></template><!--/$--><!--$?--><template id="B:47"></template><!--/$--></ul></div><script>$RC("B:1b","S:1b")</script><div hidden id="S:29"><ul class=" " start="1"><!--$?--><template id="B:48"></template><!--/$--><!--$?--><template id="B:49"></template><!--/$--><!--$?--><template id="B:4a"></template><!--/$--><!--$?--><template id="B:4b"></template><!--/$--><!--$?--><template id="B:4c"></template><!--/$--></ul></div><script>$RC("B:29","S:29")</script><div hidden id="S:0"><nav><ul class="header-nav-main"><li class="header-nav-head"><a class="header-nav-logo" title="NICE - AI Customer Service Automation Solutions" href="/"><img alt="NICE - AI Customer Service Automation Solutions" loading="lazy" width="398" height="158" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fnice-web-logo.webp&w=640&q=80 1x, /_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fnice-web-logo.webp&w=828&q=80 2x" src="/_next/image?url=https%3A%2F%2Fresources.nice.com%2Fwp-content%2Fuploads%2F2024%2F04%2Fnice-web-logo.webp&w=828&q=80"/></a><a class="header-nav-close" href="#" title="Close">×</a></li><!--$?--><template id="B:4d"></template><!--/$--><!--$?--><template id="B:4e"></template><!--/$--><!--$?--><template id="B:4f"></template><!--/$--><!--$?--><template id="B:50"></template><!--/$--><!--$?--><template id="B:51"></template><!--/$--><!--$?--><template id="B:52"></template><!--/$--></ul></nav></div><script>$RC("B:0","S:0")</script><div hidden id="S:2c"><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Accurately hit SLAs using AI</mark></h3></div><script>$RC("B:2c","S:2c")</script><div hidden id="S:2d"><p class=""><html><head></head><body>Enhance workforce management accuracy with AI-patented forecast technology and machine learning-generated schedules.</body></html></p></div><script>$RC("B:2d","S:2d")</script><div hidden id="S:2e"><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Engage your employees</mark></h3></div><script>$RC("B:2e","S:2e")</script><div hidden id="S:2f"><p class=""><html><head></head><body>Improve it all using our workforce management tools - from schedule adherence to employee satisfaction - with agility and accountability.</body></html></p></div><script>$RC("B:2f","S:2f")</script><div hidden id="S:30"><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Automate to reduce tasks</mark></h3></div><script>$RC("B:30","S:30")</script><div hidden id="S:31"><p class=""><html><head></head><body>Minimize workforce management administrative and maintenance overheads and make staffing changes in a flash.</body></html></p></div><script>$RC("B:31","S:31")</script><div hidden id="S:32"><h3 class=" " id=""><mark style="background-color:rgba(0, 0, 0, 0);color:#23c9ff" class="has-inline-color">Prepare your workforce</mark></h3></div><script>$RC("B:32","S:32")</script><div hidden id="S:33"><p class=""><html><head></head><body>Digital channels require different behaviors and measures. Make sure you plan and staff accordingly to avoid extra labor costs!</body></html></p></div><script>$RC("B:33","S:33")</script><div hidden id="S:34"><h3 class=" " id="">Intelligent forecasting</h3></div><script>$RC("B:34","S:34")</script><div hidden id="S:35"><p class=""><html><head></head><body>AI technology selects from 40+ patented algorithms to produce the most accurate forecasts and schedules across all channels to help in labor management.</body></html></p></div><script>$RC("B:35","S:35")</script><div hidden id="S:36"><h3 class=" " id="">Self-service scheduling</h3></div><script>$RC("B:36","S:36")</script><div hidden id="S:37"><p class=""><html><head></head><body>Boost engagement and flexibility with automated employee scheduling, approval for shift bidding, time off, trade requests, and more.</body></html></p></div><script>$RC("B:37","S:37")</script><div hidden id="S:38"><h3 class=" " id="">Mobile scheduling</h3></div><script>$RC("B:38","S:38")</script><div hidden id="S:39"><p class=""><html><head></head><body>Improve agent visibility, flexibility, and accountability with a mobile app for scheduling, performance views, and notifications.</body></html></p></div><script>$RC("B:39","S:39")</script><div hidden id="S:3a"><h3 class=" " id="">Precise long-term planning</h3></div><script>$RC("B:3a","S:3a")</script><div hidden id="S:3b"><p class=""><html><head></head><body>Make sure you’re appropriately staffed today and into the future, with proactive modeling of complex workforce scenarios.</body></html></p></div><script>$RC("B:3b","S:3b")</script><div hidden id="S:3c"><h3 class=" " id="">Tailored implementation</h3></div><script>$RC("B:3c","S:3c")</script><div hidden id="S:3d"><p class=""><html><head></head><body>Our expertise is your workforce management success, with value-realizing transformation services focused on your specific business.</body></html></p></div><script>$RC("B:3d","S:3d")</script><div hidden id="S:3e"><h3 class=" " id="">Streamlined processes</h3></div><script>$RC("B:3e","S:3e")</script><div hidden id="S:3f"><p class=""><html><head></head><body>Free up manager time for coaching and planning with automated workflows, intraday reforecasting, and unified BI reports.</body></html></p></div><script>$RC("B:3f","S:3f")</script><div hidden id="S:40"><li class=" ">Fully embedded simulation that provides the most accurate required staff in a multi-skill, multi-site, multi-work type environment.</li></div><script>$RC("B:40","S:40")</script><div hidden id="S:41"><li class=" ">+45 algorithm models, including an AI ‘best pick’ forecast option.</li></div><script>$RC("B:41","S:41")</script><div hidden id="S:42"><li class=" ">Time-off / scheduling requests and change management tools from mobile.</li></div><script>$RC("B:42","S:42")</script><div hidden id="S:43"><li class=" ">Flexible, feature-rich scheduling.</li></div><script>$RC("B:43","S:43")</script><div hidden id="S:44"><li class=" ">Self-service portal for automated time off management, collaboration, and employee engagement.</li></div><script>$RC("B:44","S:44")</script><div hidden id="S:45"><li class=" "><strong>Forecasting with Artificial Intelligence:</strong> NICE is the only WFM vendor that offers four unique forecasting models with an Artificial Intelligence Best Pick algorithm that helps users choose the most accurate model for each day of the week for easy-to-use-to-use accurate forecasting.</li></div><script>$RC("B:45","S:45")</script><div hidden id="S:46"><li class=" "><strong>Analytical Simulation of Requirements:</strong> NICE uses patented simulation algorithms to simulate exact routing rules, agent skills, and priorities in a multi-skill environment to ensure accurate coverage of all work across multiple channels and work types.</li></div><script>$RC("B:46","S:46")</script><div hidden id="S:47"><li class=" "><strong>True-to-Interval (TTI): </strong>NICE’s True to Interval technology enables NICE WFM to be the only software that accurately accounts for asynchronous or discontinuous work items typical of digital channels and back office workstreams. In addition, TTI solves for extended synchronous contacts when the handle times are longer than the planning period. By adding two new fields, “Answered” and “Active,” staffing requirements are based on when the work was actually being performed as opposed to when the work item was completed.</li></div><script>$RC("B:47","S:47")</script><div hidden id="S:48"><li class=" ">In 2024, independent industry analyst firm DMG Consulting LLC named NICE the market share leader for Workforce Management (WFM) for over ten years in a row.</li></div><script>$RC("B:48","S:48")</script><div hidden id="S:49"><li class=" ">NICE is the undisputed market leader; according to DMG’s Contact Center WFO Market Share Report, published in 2023, NICE holds a 36.9% share of the WFO market.</li></div><script>$RC("B:49","S:49")</script><div hidden id="S:4a"><li class=" ">NICE consistently scores as a Leader in Gartner’s Magic Quadrant report. In 2019, 2020, and 2021, Gartner recognized NICE as a Leader in the New Magic Quadrant for Workforce Engagement Management, positioned highest in execution and furthest in vision for the fourth consecutive year. 2021 was the last time the Gartner WEM report was published.</li></div><script>$RC("B:4a","S:4a")</script><div hidden id="S:4b"><li class=" ">NICE dedicates approximately 13-14% of annual revenue to R&D, resulting in expenditures of over $758 million over the past five years.</li></div><script>$RC("B:4b","S:4b")</script><div hidden id="S:4c"><li class=" ">NICE innovation has been recognized with over 40 product awards in the last two years.</li></div><script>$RC("B:4c","S:4c")</script><div hidden id="S:4d"><li class="header-nav-dropdown"><a href="/platform" data-text="Platform">Platform</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:53"></template><!--/$--></div></div></li></div><script>$RC("B:4d","S:4d")</script><div hidden id="S:4e"><li class="header-nav-dropdown"><a href="/products" data-text="Products">Products</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:54"></template><!--/$--></div></div></li></div><script>$RC("B:4e","S:4e")</script><div hidden id="S:4f"><li class="header-nav-dropdown"><a href="/solutions" data-text="Solutions">Solutions</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:55"></template><!--/$--></div></div></li></div><script>$RC("B:4f","S:4f")</script><div hidden id="S:50"><li class="header-nav-dropdown"><a href="/services" data-text="Services">Services</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:56"></template><!--/$--></div></div></li></div><script>$RC("B:50","S:50")</script><div hidden id="S:51"><li class="header-nav-dropdown"><a href="/resources" data-text="Resources">Resources</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:57"></template><!--/$--></div></div></li></div><script>$RC("B:51","S:51")</script><div hidden id="S:52"><li class="header-nav-dropdown"><a href="/company/about-us" data-text="Company">Company</a><div class="header-nav-columns"><div class="header-nav-columns-inner"><!--$?--><template id="B:58"></template><!--/$--></div></div></li></div><script>$RC("B:52","S:52")</script><link rel="preload" as="image" href="https://resources.nice.com/wp-content/uploads/2024/11/News-and-events-thumbnail-877x364-2.jpg"/><link rel="preload" as="image" href="https://resources.nice.com/wp-content/uploads/2024/11/Gartner-MQ-2024-News-877x364-2.jpg"/><link rel="preload" as="image" href="https://resources.nice.com/wp-content/uploads/2024/10/HP-Latest-News-Interactions-2025-877x364-1.jpg"/><div hidden id="S:53"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-inner-grid"><!--$?--><template id="B:59"></template><!--/$--><!--$?--><template id="B:5a"></template><!--/$--><!--$?--><template id="B:5b"></template><!--/$--></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/News-and-events-thumbnail-877x364-2.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">Achieve it all with CXone Mpower.</p><p class="header-nav-inner-resource-description">Move beyond traditional inbound customer service into proactive, AI-powered experiences. 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Aria Hotel, Las Vegas</p><p><a href="https://www.nice.com/websites/interactions/" class="blue-arrow-link">Register now</a></p></div></div></div><script>$RC("B:58","S:58")</script><div hidden id="S:59"><div><p class="header-nav-inner-col-title">CXone Mpower Platform</p><ul><li><a href="/platform/workflows"><p class="header-nav-item-title">Workflows</p><p class="header-nav-item-description">Automate every service workflow</p></a></li><li><a href="/platform/agents"><p class="header-nav-item-title">Agents</p><p class="header-nav-item-description">Maximize agent performance</p></a></li><li><a href="/platform/knowledge"><p class="header-nav-item-title">Knowledge</p><p class="header-nav-item-description">Centralize data and knowledge</p></a></li></ul></div></div><script>$RC("B:59","S:59")</script><div hidden id="S:5a"><div><p class="header-nav-inner-col-title">Customer Service Automation</p><ul><li><a href="/platform/platform-overview"><p class="header-nav-item-title">Platform Overview</p><p 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Video Series</p><p class="header-nav-item-description">Step Inside The Room Where It Happened to see CX AI in action</p></a></li></ul></div></div><script>$RC("B:6a","S:6a")</script><div hidden id="S:6b"><div><p class="header-nav-inner-col-title">Community</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/customer-stories"><p class="header-nav-item-title">Customer Stories</p><p class="header-nav-item-description">Our customer's success is paramount. Read case studies about real CX transformation</p></a></li><li><a href="/clubs"><p class="header-nav-item-title">NICE Clubs</p><p class="header-nav-item-description">Collaborate, learn, and share best practices for customer service excellence</p></a></li></ul></div></div><script>$RC("B:6b","S:6b")</script><div hidden id="S:6c"><div><p class="header-nav-inner-col-title">Company</p><ul><li><a href="/company/about-us"><p class="header-nav-item-title">About Us</p><p class="header-nav-item-description">Powering seamless cloud experiences</p></a></li><li><a href="/company/investors"><p class="header-nav-item-title">Investors</p><p class="header-nav-item-description">Investors relations, reports and filings</p></a></li><li><a href="/company/global-locations"><p class="header-nav-item-title">Global Offices</p><p class="header-nav-item-description">Interactive map of locations worldwide</p></a></li><li><a href="/careers"><p class="header-nav-item-title">Careers</p><p class="header-nav-item-description">View job openings and learn about our culture</p></a></li><li><a href="/company/market-leadership"><p class="header-nav-item-title">NICE Leadership</p><p class="header-nav-item-description">Meet our global leadership and executive team</p></a></li></ul></div></div><script>$RC("B:6c","S:6c")</script><div hidden id="S:6d"><div><p class="header-nav-inner-col-title">News & Media</p><ul><li><a href="/events"><p class="header-nav-item-title">Events</p><p class="header-nav-item-description">Upcoming events and webinars</p></a></li><li><a href="/press-releases"><p class="header-nav-item-title">Press Releases</p><p class="header-nav-item-description">Find the latest updates from NICE</p></a></li><li><a href="/company/media-center"><p class="header-nav-item-title">Media Center</p><p class="header-nav-item-description">Media contacts and resources</p></a></li></ul></div></div><script>$RC("B:6d","S:6d")</script><div hidden id="S:6e"><div><p class="header-nav-inner-col-title">Corporate Governance</p><ul><li><a href="/company/trust-center"><p class="header-nav-item-title">NICE Trust Center</p><p class="header-nav-item-description">Securing your trust with every interaction</p></a></li><li><a href="/company/market-leadership"><p class="header-nav-item-title">Market Leadership</p><p class="header-nav-item-description">Discover why NICE is the market leader</p></a></li><li><a href="/company/corporate-responsibility"><p class="header-nav-item-title">Corporate Responsibility</p><p class="header-nav-item-description">In a world where you can be anything, be NICE</p></a></li></ul></div></div><script>$RC("B:6e","S:6e")</script><div hidden id="S:5c"><li class="active"><p class="header-nav-item-title arrowed">AI for Customer Experience</p><!--$?--><template id="B:6f"></template><!--/$--></li></div><script>$RC("B:5c","S:5c")</script><div hidden id="S:5d"><li class=""><p class="header-nav-item-title arrowed">Digital & Self Service</p><!--$?--><template id="B:70"></template><!--/$--></li></div><script>$RC("B:5d","S:5d")</script><div hidden id="S:5e"><li class=""><p class="header-nav-item-title arrowed">Journey Orchestration & Routing</p><!--$?--><template id="B:71"></template><!--/$--></li></div><script>$RC("B:5e","S:5e")</script><div hidden id="S:5f"><li class=""><p class="header-nav-item-title arrowed">Workforce Engagement & Management</p><!--$?--><template id="B:72"></template><!--/$--></li></div><script>$RC("B:5f","S:5f")</script><div hidden id="S:60"><li class=""><p class="header-nav-item-title arrowed">CX Analytics</p><!--$?--><template id="B:73"></template><!--/$--></li></div><script>$RC("B:60","S:60")</script><div hidden id="S:61"><li class=""><p class="header-nav-item-title arrowed">Agent Assist</p><!--$?--><template id="B:74"></template><!--/$--></li></div><script>$RC("B:61","S:61")</script><div hidden id="S:62"><li class=""><p class="header-nav-item-title arrowed">Open Cloud Platform</p><!--$?--><template id="B:75"></template><!--/$--></li></div><script>$RC("B:62","S:62")</script><div hidden id="S:63"><li class="active"><p class="header-nav-item-title arrowed">By Industry</p><!--$?--><template id="B:76"></template><!--/$--></li></div><script>$RC("B:63","S:63")</script><div hidden id="S:64"><li class=""><p class="header-nav-item-title arrowed">By Business Initiative</p><!--$?--><template id="B:77"></template><!--/$--></li></div><script>$RC("B:64","S:64")</script><div hidden id="S:65"><li class=""><p class="header-nav-item-title arrowed">Integrations & Custom Solutions</p><!--$?--><template id="B:78"></template><!--/$--></li></div><script>$RC("B:65","S:65")</script><link rel="preload" as="image" href="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg"/><div hidden id="S:6f"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">AI for Customer Experience</p><p class="header-nav-item-description">Purpose-built AI for unparalleled CX automation</p></div><div><a href="/platform/cx-ai-overview" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:79"></template><!--/$--><!--$?--><template id="B:7a"></template><!--/$--><!--$?--><template id="B:7b"></template><!--/$--></div></div></div></div><script>$RC("B:6f","S:6f")</script><div hidden id="S:70"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Digital & Self Service</p><p class="header-nav-item-description">Friction-free customer experiences driven by conversational AI</p></div><div><a href="/products/digital-and-self-service" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:7c"></template><!--/$--><!--$?--><template id="B:7d"></template><!--/$--></div></div></div></div><script>$RC("B:70","S:70")</script><div hidden id="S:71"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Journey Orchestration & Routing</p><p class="header-nav-item-description">Seamless customer journeys across voice and digital channels</p></div><div><a href="/products/orchestration-and-routing" class="button-large button-white">View Products</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:7e"></template><!--/$--><!--$?--><template id="B:7f"></template><!--/$--></div></div></div></div><script>$RC("B:71","S:71")</script><div hidden id="S:72"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Workforce Engagement & Management</p><p class="header-nav-item-description">Robust applications to optimize the employee experience (WEM)</p></div><div><a href="/products/workforce-engagement-management" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:80"></template><!--/$--><!--$?--><template id="B:81"></template><!--/$--></div></div></div></div><script>$RC("B:72","S:72")</script><div hidden id="S:73"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">CX Analytics</p><p class="header-nav-item-description">Actionable insights to continuously enhance the customer experience</p></div><div><a href="/products/cx-analytics" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:82"></template><!--/$--><!--$?--><template id="B:83"></template><!--/$--></div></div></div></div><script>$RC("B:73","S:73")</script><div hidden id="S:74"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Agent Assist</p><p class="header-nav-item-description">AI-driven tools for real-time agent guidance and coaching</p></div><div><a href="/products/agent-assist" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:84"></template><!--/$--><!--$?--><template id="B:85"></template><!--/$--></div></div></div></div><script>$RC("B:74","S:74")</script><div hidden id="S:75"><div class="header-nav-menu-section" data-columns="3"><div><div class="header-nav-top"><div><p class="header-nav-title">Open Cloud Platform</p><p class="header-nav-item-description">Innovative cloud-native foundation to rapidly scale extraordinary CX</p></div><div><a href="/products/open-cloud-platform" class="button-large button-white">Learn more</a></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:86"></template><!--/$--><!--$?--><template id="B:87"></template><!--/$--><!--$?--><template id="B:88"></template><!--/$--></div></div></div></div><script>$RC("B:75","S:75")</script><div hidden id="S:76"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Industry</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:89"></template><!--/$--><!--$?--><template id="B:8a"></template><!--/$--></div></div></div></div><script>$RC("B:76","S:76")</script><div hidden id="S:77"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">By Business Initiative</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:8b"></template><!--/$--><!--$?--><template id="B:8c"></template><!--/$--></div></div></div></div><script>$RC("B:77","S:77")</script><div hidden id="S:78"><div class="header-nav-menu-section" data-columns="2"><div><div class="header-nav-top"><div><p class="header-nav-title">Integrations & Custom Solutions</p></div></div><div class="header-nav-inner-grid"><!--$?--><template id="B:8d"></template><!--/$--><!--$?--><template id="B:8e"></template><!--/$--></div></div><div class="header-nav-inner-resource"><figure><img src="https://resources.nice.com/wp-content/uploads/2024/11/Gasrtner_Market_Leadership_877x364.jpg" alt=""/></figure><p class="header-nav-inner-resource-title">91% of customers recommend NICE as a preferred CCaaS vendor</p><p class="header-nav-inner-resource-description">Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.</p><p><a href="https://get.nice.com/gartner-customers-choice-ccaas-gartner-2024.html" class="blue-arrow-link">Get report</a></p></div></div></div><script>$RC("B:78","S:78")</script><div hidden id="S:79"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate customer self-service with an AI-powered virtual agent</p></a></li><li><a href="/products/enlighten-copilot"><p class="header-nav-item-title">Enlighten Copilot</p><p class="header-nav-item-description">Empower agents and supervisors with powerful AI to drive productivity</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate notetaking with Gen AI to summarize every interaction</p></a></li></ul></div></div><script>$RC("B:79","S:79")</script><div hidden id="S:7a"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match customers to their perfect agent for improved business results</p></a></li><li><a href="/products/enlighten-ai-complaint-management"><p class="header-nav-item-title">Enlighten AI for Complaint Management</p><p class="header-nav-item-description">Protect your organization from reputational and financial risks</p></a></li><li><a href="/products/enlighten-ai-for-sales-effectiveness"><p class="header-nav-item-title">Enlighten AI for Sales Effectiveness</p><p class="header-nav-item-description">Increase conversion rates and grow revenue with real-time analysis</p></a></li></ul></div></div><script>$RC("B:7a","S:7a")</script><div hidden id="S:7b"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Learn from all interactions with AI that builds smart self-service</p></a></li><li><a href="/products/enlighten-ai-customer-satisfaction-csat"><p class="header-nav-item-title">Enlighten AI for Customer Satisfaction (CSAT)</p><p class="header-nav-item-description">Gain insights on agent soft-skill behaviors on every interaction</p></a></li></ul></div></div><script>$RC("B:7b","S:7b")</script><div hidden id="S:7c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autopilot"><p class="header-nav-item-title">Enlighten Autopilot</p><p class="header-nav-item-description">Elevate self-service experiences with an AI-powered virtual agent that guides customers</p></a></li><li><a href="/products/conversational-ai-and-chatbots"><p class="header-nav-item-title">Conversational AI & Chatbots</p><p class="header-nav-item-description">Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Meet customers with knowledge and ensure they receive the right content, wherever they are</p></a></li><li><a href="/products/proactive-conversational-ai"><p class="header-nav-item-title">Proactive Conversational AI</p><p class="header-nav-item-description">Keep customers engaged in conversation from onboarding to installation, service, and retention</p></a></li></ul></div></div><script>$RC("B:7c","S:7c")</script><div hidden id="S:7d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/web-and-mobile-engagement"><p class="header-nav-item-title">Web & Mobile Engagement</p><p class="header-nav-item-description">Remove friction across the digital journey by proactively delivering the right guidance at the right time</p></a></li><li><a href="/products/interactive-voice-response-ivr"><p class="header-nav-item-title">Interactive Voice Response (IVR)</p><p class="header-nav-item-description">Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service</p></a></li><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li></ul></div></div><script>$RC("B:7d","S:7d")</script><div hidden id="S:7e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/omnichannel-routing"><p class="header-nav-item-title">Omnichannel Routing</p><p class="header-nav-item-description">Connect customers to the ideal resource, the smart way</p></a></li><li><a href="/products/ai-routing"><p class="header-nav-item-title">Enlighten AI Routing</p><p class="header-nav-item-description">Match every customer to their perfect agent with AI that delivers personalized experiences and improves results</p></a></li></ul></div></div><script>$RC("B:7e","S:7e")</script><div hidden id="S:7f"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/proactive-dialer"><p class="header-nav-item-title">Proactive Dialer</p><p class="header-nav-item-description">Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience</p></a></li><li><a href="/products/digital-voice-channels"><p class="header-nav-item-title">Digital & Voice Channels</p><p class="header-nav-item-description">Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout</p></a></li><li><a href="/products/social-chat-and-messaging"><p class="header-nav-item-title">Social, Chat & Messaging</p><p class="header-nav-item-description">Engage website visitors in conversations on their channel of choice</p></a></li></ul></div></div><script>$RC("B:7f","S:7f")</script><div hidden id="S:80"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/workforce-management"><p class="header-nav-item-title">Workforce Management</p><p class="header-nav-item-description">Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down</p></a></li><li><a href="/products/quality-management"><p class="header-nav-item-title">Quality Management</p><p class="header-nav-item-description">Deliver better customer experiences through streamlined processes and actionable, AI-based feedback</p></a></li><li><a href="/products/performance-management"><p class="header-nav-item-title">Performance Management</p><p class="header-nav-item-description">Meet your organizational goals while engaging employees through personal coaching and gamification</p></a></li><li><a href="/products/interaction-recording-and-management"><p class="header-nav-item-title">Interaction Recording & Management</p><p class="header-nav-item-description">Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance</p></a></li></ul></div></div><script>$RC("B:80","S:80")</script><div hidden id="S:81"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/supervisor-workspace"><p class="header-nav-item-title">Supervisor Workspace</p><p class="header-nav-item-description">Turbocharge supervisors to make agile decisions, streamline workflows and improve performance</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Automated Agent Augmentation</p><p class="header-nav-item-description">Automatically detect automation opportunities, and effortlessly build automation processes as needed</p></a></li><li><a href="/products/playvox"><p class="header-nav-item-title">Playvox by NICE</p><p class="header-nav-item-description">Seamlessly integrate with CRMs to efficiently manage your workforce</p></a></li></ul></div></div><script>$RC("B:81","S:81")</script><div hidden id="S:82"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/experience-optimization-enlighten-xo"><p class="header-nav-item-title">Experience Optimization (Enlighten XO)</p><p class="header-nav-item-description">Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service</p></a></li><li><a href="/products/enlighten-actions"><p class="header-nav-item-title">Enlighten Actions</p><p class="header-nav-item-description">Unlock complex data with generative AI for CX leaders</p></a></li><li><a href="/products/reporting"><p class="header-nav-item-title">Dashboard & Reporting</p><p class="header-nav-item-description">Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights</p></a></li></ul></div></div><script>$RC("B:82","S:82")</script><div hidden id="S:83"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/feedback-management"><p class="header-nav-item-title">Feedback Management</p><p class="header-nav-item-description">Discover actionable insights from omnichannel customer feedback to improve customer satisfaction</p></a></li><li><a href="/products/interaction-analytics"><p class="header-nav-item-title">Interactions Analytics</p><p class="header-nav-item-description">Analyze every interaction to understand operational trends and agent performance</p></a></li><li><a href="/products/desktop-and-process-analytics"><p class="header-nav-item-title">Desktop & Process Analytics</p><p class="header-nav-item-description">Understand and confidently select the processes that will contribute most to your performance success</p></a></li></ul></div></div><script>$RC("B:83","S:83")</script><div hidden id="S:84"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/omnichannel-agent-desktop"><p class="header-nav-item-title">Omnichannel Agent Desktop</p><p class="header-nav-item-description">A unified agent workspace provides everything agents need to handle all interactions</p></a></li><li><a href="/products/agent-assist-hub"><p class="header-nav-item-title">Agent Assist Hub</p><p class="header-nav-item-description">Easily integrate applications that help turn every one of your agents into a customer service superstar</p></a></li><li><a href="/products/real-time-interaction-guidance"><p class="header-nav-item-title">Real-Time Guidance</p><p class="header-nav-item-description">Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction</p></a></li></ul></div></div><script>$RC("B:84","S:84")</script><div hidden id="S:85"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/enlighten-autosummary"><p class="header-nav-item-title">Enlighten AutoSummary</p><p class="header-nav-item-description">Automate agent notetaking with the power of generative AI to summarize every interaction</p></a></li><li><a href="/products/knowledge-management"><p class="header-nav-item-title">Knowledge Management</p><p class="header-nav-item-description">Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content</p></a></li></ul></div></div><script>$RC("B:85","S:85")</script><div hidden id="S:86"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/security-and-compliance"><p class="header-nav-item-title">Security & Compliance</p><p class="header-nav-item-description">Secure your data and enjoy industry-leading guaranteed uptime</p></a></li><li><a href="/products/resiliency-and-reliability"><p class="header-nav-item-title">Resiliency & Reliability</p><p class="header-nav-item-description">Keep your contact center up and running with dynamic elasticity</p></a></li><li><a href="https://cxexchange.niceincontact.com"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li></ul></div></div><script>$RC("B:86","S:86")</script><div hidden id="S:87"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Increase value with pre-integrated applications, UCaaS and CRM adapters</p></a></li><li><a href="/products/fedramp"><p class="header-nav-item-title">FedRAMP</p><p class="header-nav-item-description">Give your government agency the tools to act smarter and respond faster</p></a></li><li><a href="/products/voice-as-a-service"><p class="header-nav-item-title">Voice as a Service (VaaS)</p><p class="header-nav-item-description">Connect agents and customers with cloud-optimized voice &amp; data services</p></a></li></ul></div></div><script>$RC("B:87","S:87")</script><div hidden id="S:88"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://www.elevateai.com"><p class="header-nav-item-title">Elevate AI</p><p class="header-nav-item-description">Improve your customer conversations with accurate STT transcription</p></a></li><li><a href="/products/multipath-to-cxone"><p class="header-nav-item-title">Multipath to CXone</p><p class="header-nav-item-description">Connect vital enterprise infrastructure to our cloud gradually and safely </p></a></li><li><a href="/products/unified-communications-as-a-service-ucaas"><p class="header-nav-item-title">Unified Communications as a Service (UCaaS)</p><p class="header-nav-item-description">Unify your contact center with the rest of the organization</p></a></li></ul></div></div><script>$RC("B:88","S:88")</script><div hidden id="S:89"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/healthcare"><p class="header-nav-item-title">Healthcare</p><p class="header-nav-item-description">Healthy patient experiences</p></a></li><li><a href="/solutions/retail"><p class="header-nav-item-title">Retail</p><p class="header-nav-item-description">Delight customers where they shop</p></a></li><li><a href="/solutions/financial-services"><p class="header-nav-item-title">Financial Services</p><p class="header-nav-item-description">Customer experiences that count</p></a></li><li><a href="/solutions/insurance"><p class="header-nav-item-title">Insurance</p><p class="header-nav-item-description">Secure policyholder experiences</p></a></li></ul></div></div><script>$RC("B:89","S:89")</script><div hidden id="S:8a"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/telecommunications"><p class="header-nav-item-title">Telecom</p><p class="header-nav-item-description">CX for Telecommunications</p></a></li><li><a href="/solutions/travel-and-hospitality"><p class="header-nav-item-title">Travel & Hospitality</p><p class="header-nav-item-description">Boost traveler and guest loyalty</p></a></li><li><a href="/solutions/government"><p class="header-nav-item-title">Government</p><p class="header-nav-item-description">Elevate citizen trust</p></a></li><li><a href="/solutions/business-process-outsourcers"><p class="header-nav-item-title">BPO</p><p class="header-nav-item-description">Business Process Outsourcers</p></a></li></ul></div></div><script>$RC("B:8a","S:8a")</script><div hidden id="S:8b"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/grow-revenues"><p class="header-nav-item-title">Grow Revenue</p><p class="header-nav-item-description">Boost conversions and win rates to accelerate growth</p></a></li><li><a href="/solutions/employee-engagement"><p class="header-nav-item-title">Engage & Empower Employees</p><p class="header-nav-item-description">Create a workplace of truly engaged employees</p></a></li><li><a href="/solutions/boost-customer-loyalty"><p class="header-nav-item-title">Boost Customer Loyalty</p><p class="header-nav-item-description">Improve customer loyalty on interactions across the journey</p></a></li><li><a href="/products/enlighten-ai"><p class="header-nav-item-title">Transform CX with AI</p><p class="header-nav-item-description">Identify behaviors that drive frictionless customer experiences</p></a></li><li><a href="/solutions/drive-digital-transformation"><p class="header-nav-item-title">Drive Digital Transformation</p><p class="header-nav-item-description">Integrate digital technology at the center of CX</p></a></li></ul></div></div><script>$RC("B:8b","S:8b")</script><div hidden id="S:8c"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/solutions/call-center-software"><p class="header-nav-item-title">Call Center Software</p><p class="header-nav-item-description">Empower agents to provide better experiences</p></a></li><li><a href="/solutions/increase-operational-efficiency"><p class="header-nav-item-title">Increase Operational Efficiency</p><p class="header-nav-item-description">Leverage AI and automation to increase agent retention</p></a></li><li><a href="/solutions/move-to-the-cloud"><p class="header-nav-item-title">Move to the Cloud</p><p class="header-nav-item-description">Elevate experiences by moving operations to the cloud</p></a></li><li><a href="/solutions/improve-compliance"><p class="header-nav-item-title">Improve Compliance</p><p class="header-nav-item-description">Protect your consumers with pre-built compliance solutions</p></a></li><li><a href="/solutions/proactive-customer-engagement"><p class="header-nav-item-title">Proactive Customer Engagement</p><p class="header-nav-item-description">Elevate customer satisfaction with proactive conversational AI</p></a></li></ul></div></div><script>$RC("B:8c","S:8c")</script><div hidden id="S:8d"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="https://cxexchange.niceincontact.com/en-US/home"><p class="header-nav-item-title">CXexchange Marketplace</p><p class="header-nav-item-description">Discover partner solutions to extend capabilities on our platform</p></a></li><li><a href="/products/cxone-hubs-integration-made-easy"><p class="header-nav-item-title">Pre-Built Integrations</p><p class="header-nav-item-description">Seamlessly connect your business systems with our platform</p></a></li></ul></div></div><script>$RC("B:8d","S:8d")</script><div hidden id="S:8e"><div><p class="header-nav-inner-col-title"></p><ul><li><a href="/products/integrations-developer-tools-apis"><p class="header-nav-item-title">Developer Tools & APIs</p><p class="header-nav-item-description">Endless customization options with RESTful APIs and robust SDKs</p></a></li><li><a href="/partners"><p class="header-nav-item-title">Partner Ecosystem</p><p class="header-nav-item-description">Embark on a journey of shared success and collaboration</p></a></li></ul></div></div><script>$RC("B:8e","S:8e")</script></body></html></body></html>