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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
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Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
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Seamlessly connect your business systems with our platform
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Securing your trust with every interaction
Discover the full value of AI in customer service
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- Capabilities
- Workflow Orchestration
  Workflow Orchestration
  Evolve from interaction management to workflow orchestration across the entire organization.
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  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
  Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.
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  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.
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  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.
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Customer experiences that count
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Healthy patient experiences
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Secure policyholder experiences
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Delight customers where they shop
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CX for Telecommunications
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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.
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Your partner for successful transformation
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Tailored education delivered by CX experts
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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.
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Step Inside The Room Where It Happened to see CX AI in action
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Our customer's success is paramount. Read case studies about real CX transformation
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Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
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NiCE Trust Center
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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 11th consecutive year and is positioned furthest on Completeness of Vision.
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AI Customer Service & Agentic AI: FAQs
How does AI enable real-time CX optimization?

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AI Customer Service & Agentic AI: FAQs

How does AI enable real-time CX optimization?

AI enables real-time CX optimization by monitoring live interactions and dynamically adjusting messaging, routing, or offers based on customer behavior and preferences. NiCE AI leverages contextual data and intent recognition to ensure every engagement is timely, relevant, and effective.

How does AI monitor and optimize in real time?

NiCE AI drives live CX optimization by:

Tracking customer actions across channels during active sessions
Analyzing intent and sentiment to adapt responses instantly
Redirecting customers to the right agents or automated solutions
Triggering tailored offers or interventions based on behavior

What are the benefits of real-time CX optimization?

AI-powered real-time optimization helps businesses:

Deliver contextually relevant service and offers on the spot
Reduce wait times with intelligent routing and automation
Boost conversion rates through timely, personalized engagements
Enhance customer satisfaction by resolving needs in the moment

How does this improve customer experience?

Real-time adjustments create smooth, tailored journeys where customers feel heard and understood, reducing frustration and increasing overall satisfaction.

How does this create a NiCE world?

In a NiCE world, AI transforms CX from reactive to responsive, empowering businesses to optimize every interaction in the moment for maximum impact.

Create a responsive world, where AI adapts instantly to customer needs.

See how it works in action

Watch the demo
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Explore the full solution
Learn more about our AI platform

AI Customer Service & Agentic AI: FAQs