Agent Desktop Workspace

One workspace.
Everything you need.

CXone Mpower Desk is an all-in-one workspace that brings data, conversations, and workflows together in one place. Connect front and back-office teams, simplify work, and keep every moment moving.

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

Level up performance

No more ticketing in one tab, notes in another, and scripts somewhere else. Desk puts everything in one place, so your team can focus on delivering standout customer experiences.

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Streamlined delivery

Unified ticketing, workflows, and customer history accelerate resolutions.

Optimised productivity

Real-time visual guides, scripting, and automation help reduce handle time.

Personalised experiences

Centralised data and interaction histories enable tailored, context-rich customer experiences.

Flexible integration

Open APIs and no-code customization ensure a seamless fit into your tech ecosystem.

Simpler for agents.
Better for business.

Unify your CX operations with a unified agent workspace that connects ticketing, lead management, customer data, scripting, and AI-powered guidance — all within one customer service desktop. Empower reps, streamline workflows, and elevate every interaction.

Simplify every interaction.

When everything’s in one place, focus is effortless, teamwork clicks, and every customer moment matters.

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CXone Mpower Desk FAQs

First, by helping your agents provide faster, more effective service thanks to AI-assisted guidance and scripts, centralized access to data and tools, and streamlined workflows between the front and back offices. Second, by personalizing interactions based on comprehensive insights into each customer’s omnichannel contact history.

With Desk, you can organize, prioritize, and act on prospect data through a centralized database. Agents have access to complete lead profiles – with their entire interaction history and preferences – enabling targeted engagement. Dynamic segmentation and automated workflows guide follow-ups and next-best actions, while unconverted leads are intelligently recycled. And integration with SmartReach ensures every outreach initiative is high-impact and regulation compliant.

Yes, as Desk provides a unified customizable interface for agents to create support tickets and manage customer inquiries. Tickets are linked with the relevant customer interactions, both voice and digital, and can be easily prioritized, routed to the appropriate back-office team, and tracked from assignment through resolution.

Absolutely. The solution includes open APIs and no-code customization to enable you to tailor the agent desktop to fit your needs, including user layouts, external data integration, consent management tools, and more. Desk was designed to seamlessly fit into the tech ecosystem of any contact center.

Not at all! Desk seamlessly integrates with third-party or homegrown CRMs and other systems of record, with no need to migrate or duplicate customer information. The solution’s centralization of data management and streamlining of CRM-based workflows improve accuracy, facilitate team collaboration, and enable customer experience personalization.