NICE WFM delivers a comprehensive, cloud-based workforce management suite integrated with CXone Mpower Omnichannel Routing, tailored for modern contact centers. NICE leverages AI-driven forecasting and machine learning in a patented closed-loop optimization process with simulation, enabling precise staffing for multi-skilled agents handling multi-session digital interactions. This empowers workforce managers to accurately predict trends and volumes across all channels, ensuring optimal resource allocation, improved operational efficiency, and enhanced customer experience in today’s dynamic, omnichannel contact center environments.

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