• 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

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • 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

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        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.

        • Workflow 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

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        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 Summary

          Instantly summarize interactions to accelerate resolution times and 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

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • 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.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • 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 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
    • Industries

      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

      • 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 11th 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

          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

          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 11th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

        • 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

            Meet NiCE Cognigy

            Together, CXone Mpower and Cognigy AI enable organizations to accelerate AI adoption and scale it seamlessly across every customer experience.

            See what’s possible

            • 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
            Bridging the experience-perception divide with CXone Mpower

            Bridging the experience-perception divide with CXone Mpower

            by Elizabeth Tobey
            June 20, 2024
            Share

            Continuous. That is the most apt word to describe how people interact with the world around them. Everything bleeds into the next experience. A negative encounter with someone on the road can have ripple effects throughout the day and with each subsequent interaction.

            And this is true of customer interactions, too. Let me paint a picture for you:

            A customer begins their journey online, looking to troubleshoot a problem with a kitchen appliance. After spending considerable time looking up FAQ sheets and help videos, they engage with a bot on the brand website and are redirected to the same FAQ sheets they have already seen. Feeling more frustrated, they are resigned to calling the service center where they must describe the issue to an agent. After talking with them and being unable to determine the cause, a technician is scheduled to come and address the issue. After the tech arrives, he uncovers the issue but is unprepared and doesn’t have the correct part to fix it. A follow-up visit is scheduled, and the issue is finally resolved.

            Now, this experience spans days, not minutes, but for the customer, all of these moments are linked in the memory continuum of a single experience of getting their appliance fixed.

            But how did the appliance company see this?

            Likely they were unaware that the customer was having a frustrating experience and failed to meet them at the start of their digital journey. The chatbot conversation was a new and distinct interaction, separate from the customer’s website search and devoid of that context. Same thing with the call to the customer service agent. The technician visit was another siloed interaction.

            Four or five separate issues and interactions for the brand make up a single interaction for the customer.

            And that divide will only grow, causing a deep rift between your brand and customers.

            So how do you bridge this experience perception divide?

            Can you create a continuous memory and CX-aware solution?

            You can. And NiCE did.

            Meet CXone Mpower.

            Mpower is the world’s first and only CX-aware AI platform that can actively transform interactions based on continuous connected inputs. This creates a single, unified experience for customers, employees, and the business. One of the key features that makes this possible is a continuous experience memory, based on historical experiences and derived customer preferences. Continuous experience memory injects contextual insights at precise moments and uses interconnected data and applications to inform optimal outcomes through every organizational touchpoint and system.

            Barak Eilam, NiCE CEO during Interactions 2024

            How does CXone Mpower work?

            CXone Mpower injects rich contextual memory data at the right time and right moment across the entire customer journey, providing unparalleled CX awareness. This infusion of AI turbocharges organizational performance. In essence, this creates a series of contextual sensors that alert and inform for every interaction, to ensure that every journey is as seamless as possible. The impact of CXone Mpower unfolds over three unique CX phases, each building upon the last to deliver compounding benefits:

            1. Immediate augmentation (augmentation): Right out of the gate, organizations will find themselves in a phase of rapid augmentation, with employees becoming significantly more effective via the copilot’s supercharging capabilities and the added power of continuous CX memory. CXone Mpower's continuous memory, based on historical experiences and derived customer preferences, fundamentally changes the balance of power between enterprises and consumers, allowing service organizations to level up to consumers' expectations.
            2. Progressive automation (skillability): The next phase is based on “skillability,” the dynamic skills exchange between human agents and AI-automated agents, whose roles will begin to cross over. Gradually, human agents will become the copilots, injecting themselves at critical CX moments, assisting and guiding AI agents, using the unique capability of reverse-prompting, which allows AI to prompt the human engine for consultation, collaboration, and teaching opportunities.
            3. Fully autonomous proactive service: The third phase is about creating elite AI agents that can match the performance of an organization's best agents while emulating their very best skills and behaviors. Once created, these super AI agents begin driving value immediately, containing the entire knowledge and experiences of the billions of interactions that came before them and on which they were trained. This phase also means AI that fosters genuine creativity, coming up with its own ideas for improved service processes, original campaigns, and devising personalized content.

            With its unmatched capabilities, only CXone Mpower allows organizations to fully harness the power of AI purpose-built for CX that truly transforms customer and employee experiences. By supercharging agents, and all other CX stakeholders, with memory-based augmentation and enabling AI agents to perform significantly better than the best human agents, CXone Mpower unlocks the force multiplier effect of CX AI, exponentially boosting overall performance and creating an insurmountable competitive advantage for organizations that embrace it.

            About the Author

            Elizabeth Tobey

            Elizabeth Tobey is the Vice President of Marketing at NiCE. Previously, she held leadership roles spanning marketing, communications, community, and CX departments at video game, social media, and cloud platform technology companies in both the B2C and B2B spaces. Over the course of her career, she has focused on identifying new and effective ways to create meaningful dialogue between a brand and its customers, and on developing products and programs that are built on relationships, outcomes, and impact.

            See All Blogs

            Follow Us

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

            linkedinlinkedinlinkedinlinkedin

            Popular Posts

            October 10, 2025

            Cut through complexity: Six companies reimagining workforce management

            Read

            October 7, 2025

            Customer Service Appreciation Week 2025: Celebrating the people behind every great experience

            Read

            October 3, 2025

            Why building a connected, intelligent workforce model creates operational excellence

            Read

            September 29, 2025

            7 reasons to automate interaction summarization with AI

            Read

            September 23, 2025

            The rise of the exponential consumer and the future of customer experience

            Read

            More from the blog

            Workforce Optimization

            Cut through complexity: Six companies reimagining workforce management

            In today’s world, rapid growth doesn’t just create opportunity – it creates complexity, and without workforce management, that complexity will crush even the fastest-growing companies.

            October 10, 2025

            AI

            Customer Service Appreciation Week 2025: Celebrating the people behind every great experience

            As we celebrate Customer Service Appreciation Week, one thing is clear: technology can enhance the work, but it’s people who give it meaning.

            October 7, 2025

            Workforce Optimization

            Why building a connected, intelligent workforce model creates operational excellence

            Customer experience won’t be won in the contact center alone. Often, it will be won – or lost – in the back office.

            October 3, 2025