NICE (NASDAQ: NICE) introduced the Workforce Empowerment Suite, a platform designed to manage human employees and AI agents under a single operational framework. The company announced the product at NICE World 2026.

The CXone Workforce Empowerment Suite combines workforce management, quality monitoring, performance tracking, compliance oversight, and AI operations on one platform. The system applies uniform rules, goals, and quality standards whether customer interactions are handled by human staff or AI agents.

The platform includes AI-powered forecasting and scheduling capabilities, along with a Copilot feature for workforce managers. It provides coaching insights and shared dashboards for visibility across the entire workforce. The system can scale quality monitoring to 100% of interactions through generative AI workflows that automatically summarize evaluations.

"Every enterprise is now running a hybrid workforce of people and AI agents," said Jeff Comstock, President of CX Product & Technology at 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."

Industry analyst Sheila McGee-Smith of McGee-Smith Analytics described the launch as a significant development in workforce operations. She noted that NICE has established standards for managing human workforces in contact centers and is now addressing the hybrid workforce model.

The Workforce Empowerment Suite operates on security standards including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP Moderate authorization. The product is available immediately.