We’re proud to announce that NiCE has been recognized as a Leader in the 2025 SPARK Matrix™ for Workforce Engagement Management (WEM) by QKS Group. This acknowledgment highlights the strength and innovation of our
CXone Mpower platform, which continues to set the standard for AI-powered workforce engagement.
The QKS Group SPARK Matrix™ provides a comprehensive competitive analysis and ranking of the leading WEM vendors worldwide. It offers valuable insights into vendor capabilities, market dynamics, and competitive differentiation — helping organizations make informed decisions about their workforce engagement strategies.
As noted by Amandeep Singh, Practice Director & Principal Analyst at QKS Group, “NiCE CXone Mpower reframes the agent’s role, from a support function to strategic CX enabler. By embedding AI into every layer of workforce engagement, from forecasting and scheduling to coaching and feedback, NiCE ensures agents don’t just participate in the customer journey, they elevate it at every touchpoint. CXone Mpower unifies and optimizes operations across the front, middle and back office, transforming every agent action into a lever for real-time CX impact at scale.”
National Grid Accelerates WEM Modernization with CXone Mpower, Driving Efficiency and Agent Empowerment
National Grid, one of the largest investor-owned energy companies in the U.S., partnered with NiCE to modernize its contact center operations, improve agent performance, and prepare for advanced AI workforce augmentation.
Prior to adopting CXone Mpower, National Grid relied on multiple legacy systems that created data silos, manual shift bidding processes, and limited reporting flexibility.
By implementing the CXone Mpower Engagement Hub, National Grid connected to the CXone Mpower platform while continuing to use their incumbent ACD, avoiding a rip-and-replace migration and accelerating WEM adoption.
This allowed them to immediately leverage Workforce Management (IEX), Quality Management, Interaction Analytics with Enlighten AI for CSAT, Recording, and Employee Engagement Manager, delivering:
- 10% reduction in overstaffing and 10% reduction in overtime through Workforce Management automation.
- 25% improvement in operational efficiency using automated scheduling, Quality Management workflows, and supervisor coaching tools.
- Migration of 30M legacy interactions into the Interaction Hub for unified playback and fast search.
- Union-based scheduling and self-service shift bidding with Employee Engagement Manager.
“Integrating NiCE solutions has enabled us to enhance our customer experience, operational flexibility, and compliance assurance,” said Stefan Singh, Customer Experience and Digital Product Manager at National Grid. “It would usually take time to onboard staff to a new system, especially one as extensive as this, and we still may not actually use more than 30-40% of its capabilities. However, the VRS team worked closely with us, so that we have been able to learn the new tools in depth, unlock more of the NiCE platforms’ capabilities, and very quickly achieve utilization of 80-90%. This has allowed us to truly realize the value of our investment.”
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