NiCE delivers Workforce Empowerment Suite for uniting the hybrid AI workforce

NiCE is releasing the Workforce Empowerment Suite, giving enterprises one operating model to manage, govern, and empower human employees and AI agents at scale.

According to the company, the Suite provides enterprises with a single framework to deliver customer experience operational excellence across their people and AI workforce, helping them optimize customer and employee experiences, maximize profitability, and manage compliance as the workforce scales.

NiCE unifies workforce management, quality, performance, compliance, and AI operations on a single AI-native platform, so human and AI workstreams share signals and boundaries instead of living in separate systems. Because the work runs on one model, the same rules, goals, and quality bar applies whether an interaction is handled by a person or an AI agent.

AI-powered forecasting, scheduling, and a new Copilot for Workforce Managers align capacity to service outcomes, and coaching insights and shared dashboards unify visibility across the workforce, the vendor said.

GenAI workflows scale quality to up to 100% of interactions, with auto-summarized evaluations that surface strengths, gaps, and next best actions.

“Every enterprise is now running a hybrid workforce of people and AI agents,” said Jeff Comstock, president of CX product and technology, NiCE. “NiCE’s Workforce Empowerment Suite lets them govern, coach, and scale that workforce as one so every customer gets the same experience, whether they reach a person or an AI agent.”

Governing a hybrid workforce works best on a secure foundation, and the Workforce Empowerment Suite is built on the same standards enterprises already trust NiCE to meet, including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP Moderate authorization, protecting customer data at the highest levels of assurance.

The Workforce Empowerment Suite is available now.

For more information about this news, visit www.nice.com.