CUSTOMER Magazine has named NICE CXone Mpower Agents a winner of its 2025 Customer Experience Innovation Award, recognizing the solution for delivering best-in-class experiences across channels—social, chat, AI and more.The award honors companies that set the standard for exceptional customer experiences and create meaningful, measurable impact through next-generation CX strategies, platforms and technologies.
How CXone Mpower Agents Perform
NICE CXone Mpower Agents are intelligent, enterprise-grade automation agents that perform real-time actions across systems, channels, and customer journeys. Built with simple natural-language prompts in the CXone Mpower platform, these agents are designed once and deployed across CXone Mpower solutions.A human or an AI agent can trigger the same intelligent workflow to automate complex tasks and resolve service interactions faster, with little or no manual intervention.Unlike passive tools that suggest responses, Mpower Agents actively retrieve data, update records, and complete tasks across front- and back-office operations. Once configured, they operate across voice, chat, and digital channels.Agents respond to context from interactions, customer data, or system triggers and execute tasks such as billing resolutions, case updates, or follow-ups. Built-in voice transcription enables real-time execution in voice interactions, while consistent logic ensures uniform performance across digital experiences.Mpower Agents natively integrate with CRMs, ERPs, HR tools and internal systems, governed by configurable policies and compliance controls. Every action is tracked through CXone Mpower’s observability layer, providing full visibility into performance and alignment with KPIs.Agents adapt overtime through feedback and outcomes, improving continuously without retraining. With rapid deployment, real-time execution and enterprise-wide scalability, CXone Mpower Agents help organizations realize the full potential of automation as a strategic customer-experience capability, delivering measurable impact with less effort.
Autonomous Agents That Act, Not Just Assist
CXone Mpower Agents are not traditional bots or passive assistants. They are intelligent, autonomous service agents built to execute end-to-end workflows across systems, departments, and channels.Unlike assistants that only suggest responses, CXone Mpower Agents resolve tasks, update records, and guide or collaborate with human agents in real time. They function as an extension of the enterprise—working across CRMs, ERPs, ticketing systems, and internal tools to deliver fast, accurate results. Integrated natively within the CXone platform, CXone Mpower Agents are available across all voice and digital touchpoints, ensuring consistency and scalability without duplicative effort.
Configurable by Design, No Code Required
The no-code builder at the core of CXone Mpower Agents lets business users create and deploy agents using simple natural-language prompts. This removes technical barriers and accelerates innovation at scale. Teams can configure agents to reflect specific workflows, terminology, tone, and compliance policies—without relying on developer resources.Whether supporting customer service, collections, HR or back-office operations, CXone Mpower Agents adapt to each use case with minimal setup.
Built-In Learning and Observability
CXone Mpower Agents are designed to evolve. They learn from feedback, outcome data, and system-level analytics, adapting behavior without reprogramming. This alignment with shifting business needs and customer expectations is reinforced by enterprise observability tools, which provide complete visibility into agent performance, compliance, and value. Every interaction is traceable, measurable, and optimizable—making CXone Mpower Agents a secure, transparent, high-impact automation solution.
Business Metrics Impact
CXone Mpower Agents drive impact on both self-service and live-agent interactions, delivering broader benefits such as lower operating costs, more efficient contact-center operations, faster development cycles, and better customer experiences with less manual effort. Their scalability and reusability enable organizations to expand service capacity and improve performance without adding staff, turning intelligent automation into sustained cost savings, greater agility, and stronger customer outcomes.Interested in learning more about NiCE CXone Mpower Agents?Just click on the link here Agentic AI for CX | Build AI Agents That Act, Learn, and Scale Fast | NiCE or here CXone Mpower Agents — Build Once, Deploy Everywhere | NiCE.
