Workforce management done right.
Staff smarter, forecast accurately across every channel, and keep service levels where they belong — without the manual work.
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Your contact center is leaking revenue.
Your best agents are leaving.
The average contact center loses over a third of its agents every year. Replacement cost runs 1.5x annual salary per agent. 58% cite high stress and lack of management support as the reason they leave.
You can’t manually review every call.
Manual QA catches a fraction of what happens. Compliance risks, coaching opportunities, and customer dissatisfaction signals hide in the 97% of calls nobody listens to.
Every call ends with busywork.
After-call work is the hidden cost multiplier. Agents spend minutes writing notes that generative AI can draft in seconds. Across thousands of daily calls, those minutes become headcount.
Your schedules are already out of date.
Most teams build schedules in spreadsheets and react to demand after it hits. When volume spikes, agents scramble. When it drops, you’re paying for idle time. Without real-time forecasting and adherence data, you can’t see problems until they become SLA misses.
The numbers behind the problem
Of customer interactions are manually reviewed by QA teams.
GartnerAverage cost to replace a single contact center agent.
McKinseyOf each call is spent on verification and after-call work.
ContactBabel, 2024Annual global cost of disengaged employees.
Gallup, 2024Higher profitability in organizations with engaged teams.
Gallup Q12 Meta-AnalysisIn contact center labor costs reduced by conversational AI by 2026.
GartnerAccurate forecasting, automated scheduling, and real-time staffing in one platform.
Keep your best agents.
Agents leave not because of the nature of their work, but due to unpredictable schedules and last-minute changes. Providing transparency in their schedules allows for fair, data-driven staffing decisions, which can improve retention. When agents feel in control of their time, they are more likely to remain with the company.
Predict demand. Staff precisely.
AI-powered forecasting predicts demand across channels like voice, chat, and email, considering seasonality, trends, and AI agent volume. Automated scheduling complies with labor laws and preferences, creating schedules in seconds. Real-time adherence monitoring and intraday management enable supervisors to act on current situations efficiently.
AI-Powered Forecasting
Bad forecasts are expensive. Overstaffing burns budget. Understaffing burns SLAs and agents. AI-powered forecasting analyzes historical interaction data across every channel, automatically accounting for seasonal patterns, campaign spikes, and the growing share of interactions handled by AI. The result is staffing plans that reflect real demand, so your team is always in the right place at the right time.
Automated Schedule Generation
Hours spent building schedules manually is time not spent running your operation. Automated scheduling builds optimized schedules in seconds, balancing agent skills, labor requirements, and business rules simultaneously. Overnight shifts, multi-site teams, and rotating schedules are handled automatically. When things change, schedules are regenerated without rebuilding from scratch, so your team spends less time planning and more time delivering.
Vendor/BPO Management
When your in-house and outsourced teams are managed in separate systems, coverage gaps and cost overruns are hard to catch until it’s too late. A unified view of every team, regardless of who employs them, means you always know where you stand on coverage, performance, and cost. Vendors are held to the same standards as your in-house team, and nothing falls through the cracks.
AI + Human Workforce Planning
As AI takes on more interactions, the teams that win are the ones who can plan across both. Understanding how AI volume shifts affect human staffing requirements means you stop overstaffing to compensate for uncertainty and start making deliberate decisions about where automation is working and where human agents create the most value.
Voice queue wait time exceeding 2-minute SLA. Chat queue normal. Recommended action: reassign 2 agents from email to voice.
Voice queue wait time exceeding 2-minute SLA. Chat queue normal. Recommended action: reassign 2 agents from email to voice.
Customer called about upgrading from Core to Power Suite. Explained pricing and feature additions. Customer agreed and requested migration for next Monday.
More built-in capabilities
Schedule Adherence
Track real-time adherence and get alerts when agents go off-schedule. Know before service levels slip.
Intraday Management
Adjust staffing in real time as call volume shifts throughout the day. No more scrambling at 2 p.m.
Shift Swapping
Agents can browse available shifts and initiate trades directly in the platform. Agents get the flexibility they need. Operations stay intact.
Google Data Studio
Connect your workforce data to the business intelligence tools your team already uses. Build the dashboards your business actually needs, not the ones that came out of the box.
Connects with your existing tools
Stay audit-ready without
slowing agents down.
Every interaction recorded, transcribed, and secured. Sensitive data auto-redacted. Payments PCI-compliant. Your contact center stays compliant without slowing down.
Recording & Compliance
Voice and screen recordings are synchronized and transcribed in real time. Sensitive information is automatically redacted from transcriptions to support TCPA and FCC compliance. Agents and supervisors can review calls for coaching and documentation.
PCI-Compliant Payment Processing
Credit card data is never heard or seen by the agent. The IVR securely collects payment details while the agent is on hold, then loops back in after completion. Success codes write directly to your CRM. No external payment software required.
Enterprise-Grade Infrastructure
Built on Nextiva’s 99.999% uptime platform with SOC 2 Type II, HIPAA, and GDPR compliance. Google Data Studio BI integration for advanced reporting. Your workforce data stays inside the platform that already handles your communications.
Certified by experts
Nextiva meets the highest security and compliance standards to protect your workforce and customer data.
Frequently Asked Questions
Is WFM included in my Nextiva Contact Center plan or is it an add-on?
Workforce management is available as an add-on to Nextiva Contact Center Professional plans and is included in Nextiva Contact Center Premium plans. WFM capabilities include forecasting, automated scheduling, real-time adherence monitoring, intraday management, and reporting. Contact our team to find out which option is right for your team.
Which channels does WFM cover?
Workforce management supports forecasting and scheduling across all channels in your contact center, including voice, chat, email, and social. Demand is forecasted at the channel level so staffing plans reflect the actual mix of interactions your team handles, not a blended estimate.
How does WFM connect to Nextiva Contact Center?
Workforce management integrates directly with Nextiva Contact Center, pulling live interaction data to power forecasting, adherence tracking, and intraday management. Your staffing decisions are always informed by what’s actually happening in your contact center, not data that’s hours old. No manual exports or separate logins required.
Does it work for hybrid and remote agent teams?
Yes. Workforce management is cloud-based, so supervisors can monitor adherence, adjust schedules, and manage staffing regardless of where the team works. Agents can view their schedules, request time off, and swap shifts from any device. Real-time visibility into agent activity is available across all locations in a single view.
Can I use my existing WFM tool alongside Nextiva Contact Center?
Nextiva Contact Center integrates with a range of third-party tools. However, workforce management is purpose-built to work alongside Nextiva Contact Center, with a direct integration that keeps forecasting, scheduling, and adherence data in sync with your live contact center activity. If you’re currently using a separate WFM tool, contact our team to discuss your options and what a transition would look like.
How does WFM help manage both AI and human agents?
As AI handles more interactions, understanding its impact on human staffing becomes critical. Workforce management accounts for AI-handled volume when building forecasts and schedules, so your human staffing plans reflect actual demand rather than total interaction volume. You get a clear picture of where AI is containing volume and where human agents are still needed, so every staffing decision is made with the full picture.
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