• 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
            Customer reaches out to customer service digitally and automation helps guide him to the correct place.

            Contact Center Automation: From Nice-to-Have to Necessity

            by Tamsin Dollin
            April 29, 2020
            Share

            Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. In the midst of the transition, many customers have had to suffer with excessive hold times and dropped calls. 

            Now more than ever we are seeing a wave of artificial intelligence sweeping through the contact center suite to offset call volume spikes and create self-service options for customers that haven’t existed prior. What was once a buzzword is now reality. This global shift has been ushered in through the development of two key trends:

            With the rise in conversational AI in contact centers, along comes many misconceptions. Let’s take some time to review the facts:

            Automation will not shutter our contact centers.

            Artificial intelligence is giving life to our contact centers. Giving us an opportunity to allow our live agents to focus on higher value conversations. Empowering those conversations to be shorter and more effective. And most importantly, giving us an opportunity to have conversations we wouldn’t be having otherwise, with proactive conversations that allow us to connect with our customers in ways that do not scale with live agents. 

            Artificial intelligence can scale infinitely.

            Agents are a crucial asset to your contact center. And they always will be. With the benefits of people, comes their biggest downfall. This is especially prevalent during times like these with COVID-19 - unexpected scenarios where scaling people up and down represent major workforce challenges. 

            For example, a NiCE DEVone partner, SmartAction, partnered with NFL QB Jameis Winston and Dr. Scott Kelley on their National COVID-19 Hotline, where they have deployed a Rapid Response Virtual Agent to deflect repetitive, high volume calls.

            Conversational AI is an inevitable truth.

            And the conversations enterprises should be having internally should not be around the tradeoffs between live agents and virtual agents. The conversation should be around where to best use automation and self-service and provide more options to your customers who prefer automated options. 

            We are in the middle of a self-service revolution - powered by artificial intelligence. What was once a nice-to-have technology offering is now a competitive differentiator and a preferred method of communication by many consumers. 

            How to automate without sacrificing an ounce of CX

            If you’ve purchased a new pair of shoes in the last few years, chances are good that you’ve been in a DSW shoe store or purchased from their website. While DSW has encountered tremendous growth, that has also meant mounting customer service pressure—yielding millions of inbound calls per year. They turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NiCE CXone platform with conversational AI.

            By combining NiCE CXone with SmartAction’s virtual agents, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Agents are optimized to assist customers with more complex needs, while Average Handle Time (AHT), a key CX metric, has fallen by two minutes!

            Our webinar, From Brick & Mortar to Digital Superhero, picks up the story at a pivotal point. The company was grappling with how to build ongoing demand without growing the organization—and how to incorporate automation while preserving the quality of the customer experience. In this OnDemand webinar, you’ll hear first-hand how they did it.

            Learn more about SmartAction in the CXexchange marketplace, featuring pre-built integrations – including AI solutions and Virtual Assistants – offered by over 120 certified NiCE DEVone partners.

             

            About the Author

            Tamsin Dollin

            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

          • Consumers don’t care where they get answers… they just want answers. Organizations that assume their customers only want to talk to their agents are getting left in the dust. People just want to solve their issue and move on with their day - whether the answer came from a live agent or a virtual one. 
          • The technology has arrived, the designs are improving, and the price tag is lower. The days of expensive and limited IVR and chatbots are dying out. While there are bad solutions all over the place just like any other technology field, enterprises are finding the right vendors and creating carefully crafted experiences.