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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.

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    • Products
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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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      • 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.

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      • Resources

          Knowledge Base

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            Contact center reports from third party analysis

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            Detailed descriptions of industry-related terms

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            Expert insights for superior CX

          Learning & Insights

          • On-Demand Webinars

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            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

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            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

          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

        • Company

            Company

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            • 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

            Meet NiCE Cognigy

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

            See what’s possible

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            • CX Copilot
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            On this page

            • What is CX Copilot?
            • Why CX Copilot is the Best Solution for Customer Experience
            • How CX Copilot Utilizes AI for Improved Customer Service
            • Implementing CX Copilot in Your Business
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            © 2025 NiCE

            What is CX Copilot?

            Are you seeking a dependable solution to enhance your customer experience? Discover CX Copilot, a pioneering customer experience software developed by NiCE. Designed to transform how businesses engage with their customers, CX Copilot offers a seamless and personalized experience at every touchpoint.

            Leveraging advanced AI capabilities, CX Copilot surpasses traditional customer service solutions. It utilizes artificial intelligence to analyze customer data, anticipate their needs, and deliver customized experiences. This empowers businesses to provide proactive support, resolve issues swiftly, and cultivate satisfied customers. Our company stores embeddings and paired responses in a vector database to perform a vector search for incoming support tickets. The development of the software includes the implementation of abstract classes and interoperability for customer support ticket providers.

            Integrating CX Copilot into your business is straightforward. Our team of experts will guide you through the process, ensuring a smooth transition with your existing systems. Embrace the future of customer experience with CX Copilot, and leave outdated service practices behind.

            Why CX Copilot is the Best Solution for Customer Experience

            CX Copilot is the ultimate solution for enhancing customer experience and driving business success. With its robust features and numerous benefits, CX Copilot stands out as the premier platform for businesses aiming to revolutionize their customer service and support operations.

            Among its many advantages, CX Copilot offers a comprehensive set of features. From real-time analytics to intelligent routing, the platform provides tools that empower businesses to deliver personalized and efficient customer experiences. The intuitive dashboard allows businesses to monitor and analyze customer interactions, identify trends, and make data-driven decisions to optimize their customer service strategies. By improving case resolution and automating tasks, CX Copilot significantly enhances efficiency. Additionally, integrating the copilot into the flow of work boosts agent productivity by providing AI-powered assistance within the tools that agents use daily.

            By implementing CX Copilot, businesses can significantly improve their customer experience. The platform ensures seamless communication across various channels, including phone, email, chat, and social media, enabling customers to reach out and receive prompt assistance. CX Copilot also leverages automation and AI technologies to streamline processes, reduce response times, and deliver personalized interactions that leave a lasting impression on customers. The right AI copilot enhances decision-making for supervisors through proactive guidance and advanced analytics. Supervisors benefit from the proactive guidance that the AI copilot provides, ensuring better oversight and support.

            Real-world case studies highlight the successful implementation of CX Copilot. These examples showcase how businesses across various industries have transformed their customer experience using this powerful platform. From improved customer satisfaction to increased sales and loyalty, CX Copilot consistently demonstrates its ability to drive business growth.

            How CX Copilot Utilizes AI for Improved Customer Service

            AI-powered features have revolutionized customer service, and CX Copilot fully harnesses this advanced technology. By utilizing Artificial Intelligence (AI), CX Copilot delivers exceptional customer service and enhances the overall customer experience, increasing overall customer satisfaction and building lifetime value.

            One significant benefit of AI in customer service is its ability to automate processes and handle customer inquiries efficiently. CX Copilot’s AI features analyze customer data, predict needs, and provide personalized recommendations or solutions. This saves time for both customers and support agents while ensuring accurate and relevant information.

            Real-life examples illustrate the effectiveness of AI-driven customer service with CX Copilot. For instance, CX Copilot’s AI chatbot engages in natural language conversations with customers, understands their queries, and provides instant responses. This eliminates long wait times and complex phone menus. Additionally, CX Copilot’s AI-powered sentiment analysis detects customer emotions, enabling support agents to respond appropriately and empathetically.

            By leveraging AI technology, CX Copilot elevates customer service to new heights, resulting in improved customer satisfaction and loyalty.

            Implementing CX Copilot in Your Business

            Integrating CX Copilot into your business can significantly enhance your customer experience and drive better results. This section provides a step-by-step guide for seamless implementation, along with best practices and tips for measuring success.

            Step-by-step guide to integrating CX Copilot:

            Join the community for support and project updates to stay informed and connected.

            Best practices for a smooth implementation:

            Measuring the success of CX Copilot in your organization:

            By following these steps and best practices, you can successfully implement CX Copilot in your business and drive exceptional customer experiences. Continuously monitor and optimize your strategy for long-term success.

          • Assess your current customer experience strategy: Evaluate your existing strategy, identify areas for improvement, and set clear goals for implementing CX Copilot.
          • Choose the right plan: Select a CX Copilot plan that aligns with your requirements and budget.
          • Install CX Copilot: Follow the straightforward installation process to integrate CX Copilot on your website or mobile app.
          • Customize CX Copilot: Personalize CX Copilot to match your brand’s look and feel, including chat widget design and chatbot responses.
          • Train your team: Educate your customer service team on effectively using CX Copilot, its features, functionalities, and best practices.
          • Communicate with your team: Keep your team informed about the implementation process and the benefits of CX Copilot, addressing any concerns or questions.
          • Test thoroughly: Conduct thorough testing before launching CX Copilot to ensure it works seamlessly and doesn’t disrupt the user experience.
          • Provide ongoing support: Offer continuous support and training to your team to maximize the benefits of CX Copilot and continuously improve the customer experience. Utilize out-of-the-box integrations and configure Copilot for Service to streamline the process.
          • Define key performance indicators (KPIs): Determine metrics such as customer satisfaction ratings, average response time, and conversion rates to measure success.
          • Monitor and analyze data: Regularly review data collected by CX Copilot to identify patterns, trends, and areas for improvement. Use this data to optimize your strategy.
          • Collect feedback: Encourage customer feedback through surveys, feedback forms, or direct communication to make necessary adjustments and enhance the experience.
          • How NiCE is Redefining Customer Experience

            NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

            Back to Glossary

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            Omnichannel interaction routing

            Digital and Voice Channels

            Automatic Call Distributor (ACD)

            Interactive Voice Response (IVR)

            Proactive Engagement

            Automated notetaking

            AI Copilots

            Interaction Recording

            Quality Management (QM)

            Performance Management (PM)

            Feedback Management

            Interaction Analytics

            Autopilot

            Proactive AI Agent

            Knowledge Management

            Experience Optimization (XO)

            CRM Integrations

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            Customer Experiences

            Enlighten AI for CX

            Interaction Orchestration

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            Service Automation

            Platform