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Call Center Software – Cloud Contact Center Solutions

Call Center Software – Cloud Contact Center Solutions

Make every customer experience extraordinary

Transform your call center software with CXone Mpower and empower your agents to provide better experiences—every time and on every channel.

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A platform that thinks smarter.
And works harder.

CXone Mpower is a premier Call Center Software cloud based solution designed to streamline contact center operations and improve customer experience (CX). Featuring an advanced Automatic Call Distribution (ACD) system, CXone Mpower efficiently routes calls to the most suitable agents, significantly enhancing agent productivity and minimizing customer wait times. This feature ensures that every call is handled promptly and by the most qualified agent available, making it a cornerstone for optimizing call center efficiency and customer relationship management.

The suite of call center features provided by CXone Mpower is robust, focusing on elevating customer service quality. Key features like call recording are not just about monitoring; they are integral to quality assurance and effective training of call center staff. This functionality is vital for maintaining high service standards and fostering continuous improvement in agent performance. CXone Mpower serves as a comprehensive call center solution, streamlining operations for call center agents by efficiently routing incoming calls, which enhances their ability to provide quality customer service.

One Platform. One Experience. Total Orchestration.

CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.

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The world’s best brands trust NiCE to power 15B+ interactions a year

The new standard for managing CX interactions.

It's a new era for customer service. Create consistency and satisfaction by transforming every customer interaction from one unified, cloud-native platform infused with specialized AI for CX. Furthermore, CXone Mpower call center software is versatile, supporting both inbound and outbound communication strategies. Its Interactive Voice Response (IVR) system is specifically tailored to handle high call volumes, streamlining processes and boosting operational efficiency. This capability allows businesses to manage peak times effectively without compromising service quality. CXone Mpower utilizes customer data to improve service and operational efficiency, ensuring a seamless integration with CRM systems for a comprehensive view of customer interactions.

Benefits of Having a Cloud Contact Center Software

Enlighten AI for CX

Drive business outcomes while improving experiences for customers and employees alike with AI purpose-built for CX.

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Digital and
Self-Service

Make answers easy to find. Engage your customers on the same channels they use to interact with family and friends.

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Journey Orchestration and Call Routing Features

Give your customers seamless journeys across voice and digital channels with personalized self-service and agent experiences.

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Workforce Engagement Management (WEM)

Give agents full visibility and enticing gamification to drive call center performance. Guide them in real time with AI. Empower employees with flexible scheduling.

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Agent
Assist

Boost employee satisfaction and agent success with AI-driven applications and tools for real-time guidance and highly personalized coaching.

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Open Cloud
Platform

Innovate and integrate with ease—one complete platform with a core module framework open to 3rd party integrations, and all the reliability, security, and flexibility you need.

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Unleash our top performing CX call center platform.

10billion

CXone interactions managed annually

30+

voice and digital channels

1000+

pre-built Enlighten AI models

4000+

migrations to the cloud

Explore the CXexchange Marketplace and explore what’s possible.

When you choose CXone Mpower, you gain access to unlimited innovation via open APIs and pre-integrated certified partner applications available on the CXone Mpower CXexchange marketplace. See them all with a single click.

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Optimizing Call Center Operations with CXone Mpower

As businesses seek the right call center software to manage their customer interactions, CXone Mpower sets itself apart by offering comprehensive channel coverage. This includes seamless integration of various communication methods, rigorous quality control measures, and detailed analytics and reporting capabilities. These features collectively ensure that CXone Mpower delivers an exceptional and consistent customer experience across all touchpoints. CXone Mpower is a cloud contact center solution, highlighting its flexibility and scalability, which is essential for businesses with fluctuating demand and a global customer base.

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“Enlighten AI has totally changed the way our company operates—for the best. We’re able to measure how we’re treating our guests while still focusing on sales and driving revenue. What more could we ask for in a sales environment?”

ALEXANDRIA DOUCET

QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE

“We basically took all the tools we utilize on CXone for voice and chat contacts and applied them to Discord, creating a full platform to help make things better and give more insights into Discord, NFT, and Web3 communities.”

THOMAS LAIRD

CEO, EXPIVIA

“NiCE technology, underpinned by personal support, empowers Teleperformance to turn data into quality interactions in diverse languages, bridging cultural gaps and strengthening our commitment to superior customer engagement.”

SISI WAN

SR. ANALYTICS DIRECTOR APAC, TELEPERFORMANCE

“Enlighten AI and Interaction Analytics have given us the ability to cast a wide net to identify critical call types, while NiCE Quality Management allows us to evaluate and act in ways that really move the needle.”

MORGAN GRAY

SENIOR MANAGER IN CUSTOMER EXPERIENCE FIELD MANAGEMENT, REPUBLIC SERVICES

“We definitely saw results right away with CXone Feedback Management. The biggest improvement for us is being able to show our agents the customer verbatims and to discuss how well they did in their interactions. When agents see the words coming from a customer it makes a huge difference, and it’s become a great recognition tool.”

MYRA NUNEZ

DIRECTOR OF EMPLOYEE SERVICES, ONESOURCE VIRTUAL

The highest standards get the best reviews.

CXone Mpower is recognized as one of the best call center software options available, offering comprehensive features like call recording, monitoring, analytics, and omnichannel communication that benefit both call center agents and customers. Read customer reviews across the major B2B SaaS review sites to see why our call center solutions are leading the industry.

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

Frequently Asked Questions

Call center software is a technology platform that enables businesses to efficiently manage and streamline customer communication across multiple channels, including phone, email, chat, and social media. It includes features for call routing, queue management, and customer interaction tracking, which helps improve customer support and service operations. This software is essential for businesses aiming to boost customer satisfaction and enhance service quality.

Core features of call center software include automatic call distribution (ACD) for routing calls to the right agent, interactive voice response (IVR) for managing call flow with automated menus, and call recording for quality assurance. Many solutions also offer CRM integration for centralized customer data, omnichannel support for seamless customer experiences across platforms, and real-time analytics to monitor and optimize performance.

Yes, most modern call center software is cloud-based, making it highly suitable for remote teams. With cloud call center solutions, agents can access the same tools and resources from any location with internet access. This flexibility supports distributed or remote workforces, reduces infrastructure costs, and ensures service continuity across locations.

Call center software improves customer service by providing tools that enhance communication speed and quality. Intelligent call routing and access to customer histories help agents resolve issues faster and deliver more personalized service. Real-time analytics allow managers to track customer satisfaction, agent performance, and service trends, which enables data-driven improvements to overall customer experience and boosts customer loyalty.

Yes, call center software is often designed to integrate seamlessly with other tools like CRM platforms, helpdesk solutions, marketing automation tools, and analytics platforms. This integration centralizes customer data, streamlines workflows, and supports a unified view of customer interactions. It enables agents to access all necessary information from one platform, leading to faster, more efficient service.

Call center software supports omnichannel service by integrating multiple communication channels (such as phone, email, chat, and social media) into a single platform. This allows agents to switch between channels seamlessly during interactions, providing a consistent and efficient customer experience. Omnichannel call center software ensures customers receive timely and cohesive support, regardless of the channel they choose.

The benefits of call center software include increased efficiency, improved customer satisfaction, scalability to support growth, and actionable insights from advanced analytics. The software reduces wait times and enhances productivity by automating routine tasks like call routing and queue management. With CRM integration, agents can offer more personalized support, while analytics help track performance and customer satisfaction, driving long-term loyalty.

Any business that manages customer interactions can benefit from call center software, but it’s especially valuable for customer service, sales, and support teams in industries like e-commerce, telecommunications, healthcare, financial services, and retail. Small businesses to large enterprises can use call center software to improve efficiency, increase customer satisfaction, and scale their customer service operations as they grow.

Call center software uses features like automatic call distribution (ACD), interactive voice response (IVR), and queue management to handle high call volumes. These tools prioritize calls based on factors like agent availability and caller needs, ensuring customers are directed to the right support team quickly. This reduces wait times and improves customer satisfaction, even during peak call times.

Yes, call center software providers prioritize security and compliance, often including features like data encryption, secure access controls, and regular audits. Many call center solutions comply with industry standards such as GDPR, HIPAA, and PCI DSS, which are crucial for businesses handling sensitive customer data, especially in healthcare and finance sectors.

When choosing call center software, businesses should consider factors like scalability, ease of integration with existing systems, user-friendly interfaces, security features, and support for omnichannel communication. They should also evaluate analytics capabilities, cost, and customer support offered by the provider to ensure the software meets their needs for managing customer interactions effectively.

Get Started With NiCE

By enhancing customer interactions and satisfaction, CXone not only meets but exceeds the typical expectations from a contact center software. Its tailored solutions cater to diverse business needs, making it an essential tool for companies aiming to provide proactive support and drive customer engagement. Overall, CXone plays a pivotal role in enhancing customer saonetisfaction and loyalty, solidifying its position as the best call center software in the market. CXone supports the handling of both incoming and outbound calls, showcasing its versatility for call center agents and sales teams, enhancing their efficiency and effectiveness in customer service, sales, and telemarketing operations.

Join the thousands of businesses who trust NiCE to create exceptional customer experiences with purpose-built AI.

Schedule a Demo

Call Center Software – Cloud Contact Center Solutions

Make every customer experience extraordinary

A platform that thinks smarter.And works harder.

One Platform. One Experience. Total Orchestration.

The world’s best brands trust NiCE to power 15B+ interactions a year

The new standard for managing CX interactions.