NiCE Workforce Management (WFM) Integrations

Deliver more accurate results through Inbenta Semantic Search Engine’s ability to understand the meaning of customer queries. While the search engine is the most widespread self-service tool on web pages with 85% of sites having one, the ability to serve up the most relevant information could be the difference between a good or poor onsite customer experience. Inbenta Search pulls data from across your customer relationship tools, such as Salesforce.com and Zendesk, as well as other designated websites. The Inbenta Symbolic AI and Natural Language Processing technology enable the semantic Inbenta Search to understand customers’ questions, quickly deliver the most relevant answers, and reduce on your support costs. Using Inbenta Symbolic AI technology also means that there is no need for lengthy data training, which allows you to quickly and easily deploy and benefit from the Inbenta Search engine tool.

Experience the groundbreaking Haiku game, your gateway to mastering real-world cybersecurity skills. Learning paths within the game are precisely tailored to real cybersecurity jobs and certifications, accelerating the way to your dream cybersecurity career. At Haiku, we harness the power of game-based training to facilitate your team's skill acquisition. Whether you're nurturing cybersecurity newcomers or propelling seasoned professionals to new heights, Haiku empowers your team with invaluable expertise. Gain the knowledge to step in and take action from day one with the ability to spot, contain, and remediate threats. Advance your expertise with training on simulated networks mirrored to your actual technology stack. At Haiku, we seamlessly integrate practical skills-building with the NICE Workforce Framework and certification-preparation pathways, enabling skillset and competency validation at individual and team levels.

NiCE Employee Engagement Manager (EEM) is a workforce management automation solution designed to empower contact center agents with greater schedule control. It provides mobile self-service tools that allow employees to manage shifts, time off, and extra hours from anywhere. EEM automates intraday adjustments to keep staffing aligned with real-time demand. AI-driven rules help organizations automate scheduling actions while maintaining visibility into performance impacts. By giving agents more flexibility, EEM helps reduce attrition and improve engagement. Real-time productivity alerts support consistent performance throughout each shift. The solution drives workforce harmony by balancing coverage, efficiency, and employee satisfaction.

ULAP SBCaaS (Session Border Controller as a Service) is a virtual, policy-based voice and video solution that enables enterprises to securely deploy IP-based real-time communications services like VoIP, Unified Communications (UC), and Customer Experience (CX) in the cloud. It acts as the first line of defense against various cyberattacks, including service theft, spoofing, and DDoS attacks. ULAP SBCaaS manages SIP traffic at the edge of your network, connecting your system to external networks, handling tasks such as translating protocols, securing connections, and managing traffic for smooth, secure communication. It allows for seamless integration with digital office platforms like Microsoft Teams and Zoom, ensuring a consistent communication experience across all devices. ULAP SBCaaS provides high-level security measures to protect virtual communications against eavesdropping and DoS attacks.

Groov is a workplace science platform that collects passive and active data from the digital tools your team already uses and turns that into real-time insights to help managers and leaders act before issues escalate. It ingests communication patterns, usage metrics, feedback, and behavior signals, applies behavioral science and generative AI to compute metrics like the Groov Index, and detects anomalies, engagement zones, and hidden risks. It then delivers tailored suggestions and prompts into managers’ workflows so they can support team resilience, optimize performance, and close the loop between insights and action. Groov also offers role-based visibility for executives, contextual microlearning and personalized support, workshops and coaching, and integrates across systems to deepen insight while maintaining enterprise-grade security, encryption, and compliance.

CallCoach is an AI-powered coaching and analytics platform designed to improve the performance of sales and customer service teams by analyzing every customer interaction across voice calls, chat, and digital channels. It evaluates not only what is said but how it is said, measuring tone of voice, empathy, pacing, articulation, and communication effectiveness to provide a deeper understanding of conversation quality. It processes 100% of interactions rather than small samples, transforming previously unmonitored conversations into actionable insights that can be used for coaching, compliance, and performance optimization. It delivers near real-time feedback to agents, along with structured reports and ongoing insights for team leaders, enabling continuous improvement and faster skill development. CallCoach also includes simulation capabilities, allowing agents to practice realistic conversations, handle objections, and refine techniques in a safe environment.