NiCE announces the release of the Workforce Empowerment Suite during NiCE World 2026, featuring a seamless operating model intended to facilitate the management, governance, and optimization of both human staff members and AI bots in the enterprise. Leveraging an AI-native CXone platform, the suite brings together workforce management, quality assurance, performance management, compliance, and AI operations in one platform to allow organizations to provide consistent CX irrespective of whether the interaction is managed through humans or AI. With consolidated workforce workflows, enterprises will be able to enforce the same rules, objectives, and quality levels in all work streams, thereby breaking down operational silos between human and digital workers.
Also Read: New Relic Introduces Open-Source AI Coding Observability and Visibility to AI-Assisted Development
“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.”