Workforce Engagement Management – WEM

Workforce Engagement Management (WEM) - Optimize Your CX

Create a No-Limit Workforce

Give your employees the winning tools to achieve and exceed their potential and deliver exceptional customer experiences that set you apart.

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Greater than the sum of its parts

Unleash the power of a complete suite of applications infused with AI capabilities and digital solutions, delivering uncompromising CX in the challenging reality of flexible work environments, complex customer journeys, and rising customer expectations.
Enlighten Actions

Enlighten Actions

Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report

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Enlighten Copilot

Enlighten Copilot

Empower agents and supervisors with a powerful contact center AI copilot to drive greater focus, productivity, and engagement than ever before.

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Workforce Management

Workforce Management

Anticipate business demands with smarter, AI-based forecasting and scheduling that keeps SLAs up and costs down.

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Quality Management

Quality Management

Deliver better customer experiences through streamlined processes and actionable, AI-based feedback and coaching.

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Performance Management

Performance Management

Meet your organizational goals and keep improving, while engaging employees through personal coaching and gamification.

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Interaction Recording and Management

Interaction Recording and Management

Capture all your omnichannel interactions, meeting your contact center’s regulatory needs and driving better performance.

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Supervisor Workspace

Supervisor Workspace

Turbocharge supervisors to make agile decisions, streamline workflows and improve performance.

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Dashboard and Reporting

Dashboard and Reporting

Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights.

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Automated Agent Augmentation

Automated Agent Augmentation

Automatically detect automation opportunities, and effortlessly build automation processes as needed.

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CXone Interactions Hub

Experience greater peace of mind and elevate the value of your CXone suite.

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Playvox by NICE

Seamlessly integrate with CRMs to efficiently manage your workforce.

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Marketecture 2024

One Platform. One Experience. Total Orchestration.

CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.

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"Given that WEM drives the greatest measurable impact for contact centers, it’s time for WEM requirements to be given equal priority in customer experience suite decisions."

Sheila McGee-Smith
founder and principal analyst at McGee-Smith Analytics
man on mobile device

Every WEM Application, Any ACD

With the breadth of a comprehensive suite, the depth of best-in-class solutions, and the flexibility to run on any third-party ACD, CXone Mpower WEM is ready to transform any business

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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 customer support, please visit our support page to log into the Customer Community portal.

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