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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

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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.

        • 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.

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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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      Industry focused solutions built to elevate experiences in the moments that matter most.

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        • BPO

          Business Process Outsourcers

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          Customer experiences that count

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          Elevate citizen trust

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          Healthy patient experiences

        • View all Industries

        • 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
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        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.

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            Step Inside The Room Where It Happened to see CX AI in action

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          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

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            Meet NiCE Cognigy

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

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            • Call Center Software Frequently Asked Questions (FAQ)
            • Contact Center Agents FAQs
            • How do I handle high call volumes efficiently?

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            Contact Center Agents FAQs

            How do I handle high call volumes efficiently?

            Handling high call volumes efficiently is a key skill for contact center agents. During peak periods—whether seasonal surges or unexpected spikes—agents must stay focused, manage time wisely, and maintain quality service across every interaction. Efficiency isn't about rushing customers—it's about using tools, processes, and communication strategies to resolve issues quickly, confidently, and correctly.

            Here’s how to stay productive and reduce stress during high-volume shifts:

            1. Prioritize Active Listening and Call Control

            Even under pressure, it’s important to listen fully—but also guide the conversation:

            • Focus on understanding the main issue early
            • Politely redirect tangents and keep the call on track
            • Use transitional phrases to move toward resolution (e.g., “Let’s take care of that for you now…”)

            Structured calls are faster and more effective.

            2. Use Agent Assist and Knowledge Tools

            Let AI and automation do the heavy lifting:

            • Agent Assist provides real-time guidance, suggested responses, and next-best actions
            • Integrated knowledge bases surface the right content quickly
            • Auto-summarization and after-call automation help reduce wrap-up time

            These tools reduce manual work and cognitive load.

            3. Master Your Tools and Shortcuts

            Speed comes from confidence with systems:

            • Learn hotkeys and shortcuts for your CRM and desktop tools
            • Keep commonly used responses or case types at your fingertips
            • Bookmark key resources or articles for quick access

            The more fluent you are with your tools, the less time each interaction takes.

            4. Stay Calm and Focused Under Pressure

            During high call volume, your mindset matters:

            • Take a deep breath between calls to reset
            • Focus on one customer at a time—multitasking only where needed
            • Don’t rush—errors lead to repeat contacts and longer overall handle time

            Calm agents make better decisions and deliver better service.

            5. Follow Proven Processes and Scripts

            When calls spike, structure helps you stay efficient:

            • Stick to call flows and process maps
            • Use scripts or templates for common issues
            • Follow escalation protocols without hesitation

            Consistency reduces confusion and speeds up resolutions.

            6. Know When to Escalate or Transfer

            Don’t let one tough issue hold up your queue:

            • Recognize when a case needs higher-level support
            • Transfer or escalate with proper context
            • Document notes clearly to avoid duplication

            Efficient agents know what they can solve—and when to hand it off.

            7. Take Advantage of Breaks and Recovery Time

            Avoid burnout during long, high-volume shifts:

            • Use scheduled breaks to step away, hydrate, and reset
            • If emotionally impacted by a call, alert your supervisor for brief recovery time
            • Prioritize self-care when off shift

            Productivity is about sustainability, not sprinting.

            Explore How NiCE Helps Agents Thrive During High Call Volume

            With AI-powered tools, smart workflows, and real-time support, NiCE helps agents stay efficient and confident—even during your busiest days:

            • View our full suite of CX product offerings
            • Watch a live demo to see Agent Assist and automation in action
            • Or connect with us to talk with a NiCE expert today


            Contact Center Agents FAQs