Login
Status
Support
Partners
Pricing
Careers
ENLanguages

×
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.
  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.
  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
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
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
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

ENLanguages
Get Started

Home
Call Center Software Frequently Asked Questions (FAQ)
General Customer Experience & Contact Center FAQs
What Is a Virtual Assistant?

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

General Customer Experience & Contact Center FAQs

What is a virtual assistant?

A virtual assistant is an AI-powered tool that interacts with users through voice or chat, helping them complete tasks, answer questions, and access services quickly and efficiently.

How do virtual assistants work?

They use natural language processing (NLP) to understand user intent, respond conversationally, and integrate with systems to perform tasks such as scheduling, account updates, or information retrieval.

What are the benefits of virtual assistants?

24/7 availability: Provide support at any time without human intervention
Faster resolutions: Handle routine tasks instantly
Reduced agent workload: Free agents to focus on complex interactions
Consistent experiences: Deliver uniform service across voice and chat channels

24/7 availability: Provide support at any time without human intervention
Faster resolutions: Handle routine tasks instantly
Reduced agent workload: Free agents to focus on complex interactions
Consistent experiences: Deliver uniform service across voice and chat channels

How does AI enhance virtual assistants?

AI enables contextual understanding, predictive responses, and continuous learning to improve interactions over time.

How does this create a NiCE world?

In a NiCE world, virtual assistants empower customers with instant, self-service solutions, improving efficiency and satisfaction.

Create an intelligent world, where virtual assistants simplify every interaction.

See how it works in action

Watch the demo
Speak with an expert
Explore the full solution
Learn more about our AI platform

General Customer Experience & Contact Center FAQs