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Contact Center Software

NICE Workforce Management

Workforce management software for contact centres covering forecasting, scheduling and intraday control

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About NICE Workforce Management

NICE Workforce Management is software for planning staffing in contact centres. It uses embedded AI to support decisions about how many agents are needed and when, and it is reported to be in use in thousands of centres around the world.

What NICE Workforce Management offers

  • Forecasting — predicts contact volumes to plan capacity.
  • Planning and hiring — helps work out staffing needs.
  • Scheduling — builds agent rotas.
  • Intraday management — adjusts staffing during the day as demand shifts.
  • AI tools — embedded features that aim to make decisions easier and more intuitive.

Who it works with

Contact centre managers and leaders who plan, hire, forecast and schedule agents. The vendor cites a Gartner Magic Quadrant position for workforce engagement management.

Profile written by TrustList from the business's own published information, Oct 2026.

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Rankings

As of 2026-10-05. Organic ranks only; sponsored placements are never ranks.

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