NiCE (Nasdaq: NICE) has introduced the Workforce Empowerment Suite, giving enterprises a single operating model to manage, govern, and empower human employees and AI agents at scale. Announced at NiCE World 2026, the Suite provides one framework to deliver customer experience operational excellence across both people and the AI workforce, helping organizations optimize experiences, maximize profitability, and manage compliance as the workforce scales.

The launch reflects how central AI has become to modern customer operations. According to Craig Moss, Strategic Alliances Director on NiCE's international team, AI is already helping orchestrate roughly 25 billion customer interactions across industries globally. That growth puts contact center leaders in a new position: responsible for a workforce that is part human and part AI, and expected to manage both effectively.

One Platform, One Standard: What the Suite Does

The Workforce Empowerment Suite consolidates workforce management, quality assurance, performance tracking, compliance, and AI operations onto a single AI-native platform. The practical effect is that human and AI workstreams now share the same signals and boundaries, rather than running in parallel systems that each require separate oversight, reporting, and governance.

Central to the offering is AI-powered forecasting and scheduling that aligns workforce capacity directly with service outcomes. A new Copilot for Workforce Managers surfaces coaching insights and delivers shared dashboards, giving managers unified visibility across both human agents and their AI counterparts. Through GenAI workflows, the Suite can scale quality evaluation to as much as 100% of interactions, with auto-summarized assessments that highlight strengths, surface gaps, and recommend next best actions — a sharp departure from the small samples most enterprises have historically reviewed.

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Managing the New Workforce for Contact Center Leaders

Contact centers are entering a phase where managers are no longer responsible solely for people — they are supervising humans and AI agents simultaneously. That raises pointed operational questions: when an AI agent handles a customer interaction, how is it evaluated, and how does a manager coach an AI agent the way they would coach a human employee? NiCE's unified model answers by applying the same evaluation criteria and performance standards across the board.

Governing a hybrid workforce works best on a secure foundation. The Suite is built on standards enterprises already trust NiCE to meet, including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP Moderate authorization — a signal to regulated sectors like financial services, healthcare, and government that the platform can operate within the compliance environments they demand. The Workforce Empowerment Suite is available now.