Giving enterprises full command of a hybrid workforce of humans and AI agents, with one standard for performance, governance, and customer experience.
NiCE introduced the Workforce Empowerment Suite, giving enterprises one operating model to manage, govern, and empower human employees and AI agents at scale. Announced at NiCE World 2026, the Suite provides enterprises 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.
The CXone Workforce Empowerment Suite: one operating model for human and AI agents
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 apply 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. GenAI workflows scale quality to up to 100% of interactions, with auto-summarized evaluations that surface strengths, gaps, and next best actions.
Industry analysts see this as a defining moment for workforce operations in the agentic era.
Also Read: WestMonroe.ai Launches AI Agents for Business Strategy
“This is one of the most consequential shifts in workforce operations in a generation. For decades, NiCE set the standard for managing the human workforce in the contact center. With this launch, they are doing it again for the hybrid workforce,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “Every enterprise running customer service is about to confront the same question: how do you govern, coach, and scale a workforce that is half human and half AI? NiCE has answered it first, and they’ve answered it at the scale major enterprises operate at.”
“Every enterprise is now running a hybrid workforce of people and AI agents,” said Jeff Comstock, President of CX Product & 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.
Source: Businesswire
