NiCE 911 Workforce Management (WFM) Scheduling and Forecasting

Smarter scheduling. Stronger teams.

Match staffing to demand, support staff well-being and keep your ECC ready for every call, every shift.

Be Ready for Every Call, Every Shift

Rising call volumes, staffing shortages and mandatory overtime can push even experienced teams to the limit. As text, video and other communication channels grow, planning the right coverage becomes even more complex.

NiCE brings AI-driven insights to 911 Workforce Management (WFM) Scheduling and Forecasting, helping you put the right people with the right skills in place. Telecommunicators gain more flexibility, while supervisors spend less time managing schedules and more time supporting staff.

Benefits

Forecast Demand with Confidence

Use historical and emerging trends to anticipate call volumes, multi-channel demand and staffing needs.

Build Smarter, Fairer Schedules

Optimize coverage around skills, union and labor rules, operational requirements and staff preferences.

Respond in Real Time

Monitor adherence and adjust coverage quickly as absences, call surges or major incidents change the day.

Give Telecommunicators More Control

Enable mobile access to schedules, shift swaps, time-off requests, schedule bidding and extra-hours requests.

Connect Today’s Staffing with Tomorrow’s Readiness

Connect telephony, HR, payroll and communication systems to reduce manual work and improve staffing decisions. Long-term planning helps leaders prepare for seasonal trends, public events, changing call volumes and new communication channels.

Customer Success

“Our staff is bidding by performance, and they see where they rank all day long. So, they’re very competitive, because they like their schedules.”

Sharon Gamble, City of Fort Worth

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NiCE’s Evidencentral platform for Public Safety & Justice agencies revolutionizes the way data is managed, from the time an incident happens, until cases are successfully closed and prosecuted.