NiCE Announces 'Workforce Empowerment Suite' to Unify Management of Human and AI Agents

[HOBOKEN, N.J., June 9, 2026] NiCE (Nasdaq: NICE), a leading AI-powered CX (Customer Experience) platform provider, today announced the launch of the 'Workforce Empowerment Suite,' an integrated model designed to centrally manage and control both human employees and AI agents, maximizing their combined potential. This solution delivers a unified framework to support operations across the entire hybrid workforce—composed of humans and AI agents—enabling superior CX. Enterprises can now optimize customer and employee experiences, maximize profitability, and strengthen compliance management as their workforce scales.

CXone Workforce Empowerment Suite: A New Operational Foundation for Unified Human and AI Agent Management

NiCE integrates workforce management, quality assurance, performance management, compliance, and AI operations onto a single AI-native platform. This enables centralized operations based on shared data and unified rules, eliminating the need to manage human and AI agent workflows in separate systems. With a single operational model, whether a task is handled by a human or an AI agent, the same rules, goals, and quality standards apply. Key features include AI-driven demand forecasting and scheduling, a new 'Copilot' for workforce managers to optimize resource allocation based on service objectives, and unified visibility through coaching analytics, recommendations, and shared dashboards. Additionally, generative AI (GenAI)-powered workflows enable quality management across up to 100% of customer interactions, delivering automated summary evaluations that highlight strengths, areas for improvement, and recommended next actions.

Industry analysts are positioning this as a turning point in workforce operations for the era of agent-based AI.

Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics, stated: 'This is one of the most significant transformations in workforce operations we’ve seen in a generation. For decades, NiCE has set the standard for workforce management in contact centers. Now, they’re setting a new benchmark for the hybrid workforce. Every enterprise delivering customer service will soon face the same critical question: How do we manage, develop, and scale a workforce composed of both humans and AI agents? NiCE has answered that question—and they’ve done so at the scale that large enterprises actually operate.'

Jeff Comstock, President of CX Products and Technology at NiCE, said: 'Every enterprise today operates a hybrid workforce of humans and AI agents. NiCE’s Workforce Empowerment Suite enables organizations to manage, develop, and scale this workforce under a single unified framework. This ensures customers receive a consistent experience, whether they’re interacting with a human or an AI agent.'

Robust security is essential for effective hybrid workforce governance. The Workforce Empowerment Suite is built on the stringent security standards enterprises expect from NiCE, including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP Moderate, ensuring the highest levels of security and reliability in protecting customer data.

The Workforce Empowerment Suite is now available globally. Availability in the Japanese market is currently undetermined and will be announced when confirmed. For detailed feature information (in English), please visit the provided link.

About NiCE

NiCE (NASDAQ: NICE) empowers organizations to achieve key business outcomes while delivering exceptional CX (Customer Experience). The company enables organizations of all sizes worldwide to build advanced customer experiences more easily than ever before.

As the provider of CXone, the world’s #1 cloud-native CX platform, NiCE is a global leader in AI-powered self-service and agent-assisted CX software, focused on contact centers. Today, more than 25,000 organizations across 150+ countries partner with NiCE, including over 85 of the Fortune 100. NiCE helps enterprises transform every customer touchpoint to deliver customer experiences that generate greater value.

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Forward-Looking Statements

This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These include statements by Comstock and reflect the current beliefs, expectations, and assumptions of NiCE Ltd. (the 'Company').

Such forward-looking statements may be identified by terms such as 'believe,' 'expect,' 'seek,' 'may,' 'will,' 'intend,' 'should,' 'project,' 'anticipate,' 'plan,' 'estimate,' and similar expressions.

Forward-looking statements are subject to many risks and uncertainties that could cause actual performance or results to differ materially from those expressed in the statements. These include the impact of changes in general economic and business conditions, competition, the success of the Company’s growth strategy, the success and growth of its cloud-based SaaS business, rapid technological and market requirement changes, the integration of AI capabilities into specific products and services, reduced demand for the Company’s products,