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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

    • 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.

        • 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.

        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

          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

            • 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

            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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            • Home
            • Customer Experience (CX) and Contact Center Library
            • Hyperjump to the next-gen CX platform
            Ready to be a digital CX pro-gamer?

            Ready to be a digital CX pro-gamer?

            Bring your A Game and make it easy for your customers to engage with your brand. Say goodbye to complicated tech stacks and other limitations with connected CX that’s intelligent and complete.

            Ready to launch?
            Power CX perfection with Enlighten AI

            Power CX perfection with Enlighten AI

            Orchestrate the perfect journey—from smarter self-service to just-in-time agent assistance and beyond.

            Watch now

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            © 2025 NiCE

            Hyperjump to the next-gen CX platform

            Propel your CX into the future.

            Hey, Player! It’s time to Level Up! The Game: Faster time to value. The Goal: Accelerate innovation and agility by moving your CX apps to one complete cloud platform.

            One-Up your CX journey

            Launch forward to your desired business outcomes with the right technology. To start, rev up your CX tech stack with a complete CCaaS (contact center as a service) platform. Support digital transformation and deliver novel CX solutions faster.

            NiCE will help you load up those Loot Boxes! Now’s the time to transition from multiple applications to one built on a comprehensive, open cloud CX platform. We make it easier than ever to customize according to your needs with an extensive set of open APIs (Application Programming Interfaces).

            Is your CX built to be future proof?

            You’re in a Battle Royale world. If you want to stay in the game, you need to be always on and ready to deliver for your customers. Your customers deserve superior experiences.

            “With NiCE, we’ve had the flexibility to grow our business quickly—that’s huge. It’s also critical that NiCE enables us to operate a global contact center operation on one platform.”

            Tim Harpe
            Director of Global Customer Operations DSW

            Compete like a Boss with CX solutions for the Win!

            You're in a Player versus Player world! To compete, you need to amplify your customer journey with open-cloud CX solutions that mitigate risk and optimize the entire experience. Once you have these solutions, you’ll see they’re a Game Changer!

            Customer case studies

            See how NiCE partnered with three global brands to help them upgrade to the cloud and deliver seamless, omnichannel experiences for peak customer satisfaction.

            What’s your CX High-Score?

            These four reports created by NiCE and third-party experts will help you calculate how you stack up.

            “Our relationship with NiCE has boosted our service levels, dramatically reduced costs, and improved the customer experience. We want to make it easy to do business with us, and NiCE is our partner in making that happen.”

            Pauline Mulvey
            Vice president of enterprise business technology Mitchell

            Blog

            How AI Elevates Self-Service to Resolve Customers Needs at Pace and Scale

            Just a few years ago, managers in traditional brick-and-mortar contact centers could listen to just a tiny fraction of their agents’ conversations from an agent sitting across the site. Today, artificial intelligence (AI) transforms how contact center manage their communications, making it possible to not only gather insights from multichannel conversations between remote agents and customers on every interaction, but also to use the insights to understand how to improve CX.

            BLOG

            The Data Divide That Separates Companies into the Thriving and the Merely Surviving

            There is a deep chasm between the data-haves and the data-have-nots. Some companies can mine customer service data to refine their CX, while others drown in data that they do not use effectively.

            BLOG

            How to Build Smart Self-Service Fast: Improving your customer experience with every interaction

            The demand for self-service is soaring. Today’s customers increasingly prefer to resolve their own issues on the digital platforms of their choice. And rapidly evolving expectations have made delivering seamless, personalized customer experience across channels even more challenging than ever before.

            Resource Library

            Go Supersonic with a cloud platform built for CX success

            Go Supersonic with a cloud platform built for CX success

            See how you can modernize and move to an open, cloud native CX platform to gain greater agility, flexibility, reliability, and security.

            Speedrun with AI to achieve faster results for customers and your business

            Speedrun with AI to achieve faster results for customers and your business

            Deliver superior customer experiences and maximize efficiency by putting AI to work across all aspects of your CX operations.

            Get started

            Get Buff with advanced CX for operational excellence

            Forward-jump with advanced CX for operational excellence

            Successful CX companies consistently outperform competitors. Discover the strategies they’re using in this research report.

            Learn how

            With a contact center stuck in the past,
            See how
            Mitchell
            Digital-first CX roadmap
            Focus your CX journey
            Compliance management
            Manage your workforce

            Supercharge CX with cloud

            Deliver extraordinary experiences across the entire customer journey with a complete, unified cloud CX platform that has everything you need. Intelligently meet your customers where they are.

            Power up your innovation

            Champion new CX ideas and rich experiences with an extensible, enterprise-grade open cloud platform with an extensible enterprise-grade platform that scales securely, deploys quickly, and serves customers of all sizes globally.

            Capture peace of mind

            Be always available and always on—even in the face of the unexpected. Make sure you have built-in resilience and redundancy.

            Uncover insights for CX improvements

            Spot trends and root causes across 100% of interactions with AI-powered Interaction Analytics that provide the best experience for every customer.

            With a contact center stuck in the past, Empire Today partnered with NiCE to upgrade and move to the cloud to provide modern functionality and optimal CX.

            See how Disney Steaming brings together four brands and 10,000 agents with consistent processes, data analysis, and strategy to ensure they continue to excel at customer service.

            Mitchell had a Private Branch Exchange (PBX) that was impeding growth and customer satisfaction. Learn how they reduced expenses by 64% and improved service by switching to NiCE.

            Digital-first CX roadmap

            What do your customers really want? You might think you know, but you could be wrong. This report outlines the key disconnects to help you bridge the gap between business priorities and customer expectations.

            Read the report

            Focus your CX journey

            Customer journeys can begin on any channel and at any point in the journey. Three CX experts share tips on how to build focused, end-to-end journeys and raise customer satisfaction.

            Get started

            Compliance management

            Only 4% of organizations report having no concerns regarding compliance. This research report shows how a compliance solution can make or break your success.

            Master your compliance

            Manage your workforce

            In this report crafted with Frost & Sullivan, managers can learn how to gather real-world data with a best-in-class work force management tool using data capture to deliver on customer expectations.

            Improve your WFM