• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Artificial Intelligence

          Artificial Intelligence: CX As You Like It

          by Sheila McGee-Smith
          November 26, 2019
          Share

          As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.  At a high level, I believe cloud contact center applications using artificial intelligence allow companies to deliver the kind of customer experience their customers want – not one dictated by the constraints of hardware-based, inflexible applications.

          In the customer experience space, we started talking seriously about artificial intelligence (AI) less than five years ago. The notion of chatbots emerged and soon after had its first major “fail.” In March 2016 a Microsoft AI-powered bot called Tay was launched and quickly shut down due to concerns with its inability to recognize when it was making offensive statements.

          Bad news? No, actually, it was good news. Nothing progresses without trial and error. The industry went back to the drawing board with a new awareness of the power of machine learning – and how to better use its power for good, not evil. Chatbots have become a great example of how AI is used in customer-facing applications. What has become more interesting for me, especially in 2019, is the heightened awareness of how AI can and is being deployed to improve customer experiences “behind the scenes.”

          One slide (shown here), used at an April 2019 industry analyst meeting I attended, helped educate me on the wide range of applications of AI in contact center and workforce application solutions. While many of the capabilities described here may look futuristic, they are for the most part features available from NiCE and NiCE CXone today - and in use by customers. 

          AI in contact center applications

          Several capabilities that assist in the management of contact center agents are listed. The use of AI in forecasting and scheduling likely sounds like manna from heaven for the countless companies that still rely on Excel spreadsheets – often with a complex set of embedded macros - to do their weekly agent schedules. AI in workforce management is almost required to handle the complexities of today’s omnichannel contact center. No spreadsheet or macro is enough to deliver schedules that can simultaneously maximize support for up to 30 different real-time or messaging interaction channels with a pool of agents with as broad a variety of skills.

          Automated quality assurance (QA) takes the notion of analyzing 100% of interactions using speech analytics to a new level. For several years, companies have been adding speech analysts to quality management applications with great success. Until now, that has meant providing the application with the specific metrics and keywords that should be flagged for review.

          With automated QA, combined with automatic topic categorization, unplanned issues or atypical agent activity can be highlighted – emphasis on the word unplanned. An agent who always remembers to complete a call with a compliance-required phrase suddenly misses it on several calls in a row. While quality management may have picked that up over the course of several days, AI-driven quality assurance can bring management attention in near real-time.

          In the agent category of the uses of AI behind the contact center scenes, next best action jumps out as bringing enormous value. With all the potential reasons a customer may be calling, it takes more than an agent’s perusal of a customer record to zero-in on the most likely reason a customer is calling NOW and what they may need.

          agent foresight

          Four years ago, in an Enterprise Connect presentation, I highlighted the wonderful work NiCE was doing in next best action, specifically with identifying the reasons a new mobile phone buyer might be calling into the contact center with a few days. At the time, that kind of functionality was available only to the very large mobile carrier or financial institution who could afford to invest millions in custom solutions for next best action.

          Today, thanks to the move of contact center software to the cloud and the advances made in artificial intelligence, an advanced capability like next best action has become democratized. No longer available only to contact centers with tens of thousands of agents, next best action is something the mid-sized contact center could easily incorporate into their centers now.

          I hope I have piqued your curiosity about the ways you could begin bringing AI to life in your company. Join NiCE CXone’s Laura Bassett and Tamsin Dollin for a webinar, The AI-enabled Contact Center, to hear even more.

          About the Author

          Sheila McGee-Smith

          Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers. With more than three decades of experience in the telecommunications industry, including 12 years with The PELORUS Group, her professional accomplishments include: Authoring multi-client market research studies in the areas of contact center and customer relationship management. Frequent live and online speaking engagements at contact center and enterprise communications conferences, user group meetings and sales meeting. Strategic consulting to companies ranging from the Fortune 100 to start-up enterprises assessing the competitive environment for telephony products and services. Developing custom research reports, delivering sales force training and designing white papers on technical and business topics. Being a quoted authority on news and trends in the communications market. Prior to joining The PELORUS Group, McGee-Smith held sales management, market research and product management positions at AT&T, Timeplex and Dun & Bradstreet. Ms. McGee-Smith earned her bachelor's degree, cum laude, from Barnard College, Columbia University, with a major in psychology. She was awarded a masters of business administration (MBA) with distinction, with majors in marketing and management information systems, from the Kellogg Graduate School of Management at Northwestern University.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read
          9 ways to unlock scheduling flexibility and gamify shift management

          May 28, 2025

          9 ways to unlock scheduling flexibility and gamify shift management

          Read

          More from the blog

          AI

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          At NiCE, we don’t believe in waiting around for what’s next. We build it. We imagine it. And with CXone Mpower Agents, we’re setting a new bar for what intelligent service can be.

          June 18, 2025

          AI

          Building a NiCE world: The stories making the world brighter

          A NiCE World – People are opening up about what a NiCE world means to them, sharing stories that feel both deeply personal and universal with vibrant photos.

          June 17, 2025

          AI

          Turning customer service happiness into a competitive advantage

          In a world shaken by political instability, economic headwinds, and societal anxiety, one encouraging trend emerges from NiCE’s 2025 Global Happiness Index: customer service happiness is on the rise.

          June 12, 2025