Humans, AI, and the Future of Work Under One Roof
Tuesday Oct 6, 12:00 PM – 1:00 PM EDT — Sign Up For Events
Managing human and AI agents as one workforce sounds simple. It isn’t. AI is no longer just a tool in the contact center. It is becoming part of the workforce itself. Yet most organizations still manage humans, automation, and AI in separate silos, each with its own scorecard and no shared accountability for where work actually breaks. NiCE Workforce Empowerment changes that. It puts AI to work across the entire operation, acting as a true workforce multiplier that co manages human and AI agents under one roof. It delivers the governance that enterprise scale demands while infusing intelligence into every workforce discipline: planning, performance, quality, and compliance. See Copilot live in action:
- Copilot for Supervisors gives leaders one unified view across human and
AI agents, complete with AI driven alerts and conversational drill downs
on any KPI.
- Copilot for Workforce Managers brings dynamic, hybrid planning and scheduling to life.
- Quality Automation auto scores up to 100 percent of interactions, cutting QA time in half.
- Interactions Hub governs human and AI work together with enterprise level control.
One workforce. Managed as one. Powered by AI at every step.
Presenters:
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Maya Gershon, Product Marketing Manager, NiCE
Maya is a marketing leader with deep expertise in product marketing, customer marketing, and go-to-market strategy. She currently drives strategic initiatives for the company’s Quality Management solutions within the CXone suite, focusing on positioning, messaging, and customer engagement. With a strong background in content development, brand storytelling, and cross-functional collaboration, Maya has a proven track record of leading high-impact marketing programs that accelerate product adoption and deliver business value. Her experience spans the tech, education, and nonprofit sectors, bringing a multidisciplinary perspective to every project.
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Aya Tzarfati, Senior Product Marketing Manager, NiCE APA & PM LOB
Aya brings over 18 years of experience in B2B product marketing, specializing in high-tech and medical devices. She excels at developing go-to-market strategies, crafting compelling product messaging, and creating impactful sales enablement tools. With a strong background in cybersecurity and international marketing, Aya leverages deep market insights and competitive analysis to drive innovation and elevate customer experience through performance management.
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Shahar Admon, Head of Product Marketing, NiCE
Shahar is a Global product marketing leader with 15+ years of experience driving GTM strategy, brand positioning, and multi-channel campaigns across SaaS, AI, cloud transformation, and consumer markets. He has a proven track record in leading teams, launching new business lines, and scaling adoption through B2B and B2C marketing. Shahar is skilled at bridging cross-functional stakeholders to deliver measurable business impact and long-term growth.
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Andrea Matsuda, Head of Product Marketing, WFM, NiCE
Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she received her master degree in Strategic Marketing from the University of Bellevue. It was during this time that she advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NiCE, Ltd.
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