• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • 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

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        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

        Amplify team performance with specialized AI copilots for every role.

        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 Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent 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

        Automated customer self-service solutions increasing retention rates.

        View Products

        • 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.

        • 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 Industry

        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

      • 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
    • 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 10th 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

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        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 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
          • Home
          • Customer Experience (CX) and Contact Center Library
          • Contact center solutions for executives
          Icon imageRequest a demo
          Request a quote

          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

          Contact center solutions for executives

          Solutions for every industry

          From Stress to Success: Reducing Complexity With AI-Powered Contact Center Solutions
          Webinars

          From Stress to Success: Reducing Complexity With AI-Powered Contact Center Solutions

          Advancements in Contact Center Workforce Optimization
          White Papers

          Advancements in Contact Center Workforce Optimization

          How to Transform Your Contact Center to Deliver the “Digital X-Factor”
          Webinars

          How to Transform Your Contact Center to Deliver the “Digital X-Factor”

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

          • 1. Introduction
          • 2. The highlights of CXone
          • 3. Solutions for Every Industry
          • a. Healthcare
          • b. Retail
          • c. Financial Services
          • 4. CXone as a strategic asset with an attractive ROI
          • a. Data driven Decision-Making with CXone
          • b. Agility
          • c. Enhanced Employee Productivity and Engagement
          • d. Competitive Differentiator
          • 5. Conclusion

          Is yours one of the many brands that has made customer experience (CX) an integral part of its business strategy? Are you finding it difficult to make meaningful progress in improving metrics such as customer satisfaction, Net Promoter Scores, and customer loyalty?

          Both questions and their answers emphasize the importance of having the right contact center platform.

          The business impact of customer experience software can be substantial, especially if the software includes modern technology that enables superior customer and agent experiences and allows businesses to streamline their customer service operations. Industry-leading contact center platforms can yield financial benefits such as higher customer lifetime value (CLV), reduced labor costs, and improved conversion rates.

          Ultimately, your customer service system should be considered a strategic asset that supports your customer experience goals. And when you perform a cost-benefit analysis of AI CX systems that you're considering, you should find that they quickly pay for themselves. Otherwise, continue your search.

          Next, we'll provide a brief overview of NiCE CXone, discuss how it can address some of your more strategic challenges, and review some of the financial benefits of using industry leading CX systems.

          The highlights of CXone

          CXone is more than a contact center solution; it's a cloud native customer experience platform designed to support your CX strategy now and well into the future.


          Being in the cloud gives CXone several advantages over software that you host yourself on premises:

          • Lower IT overhead. Because we host it, we're responsible for tasks such as updating software and managing hardware, which frees your valuable IT resources to work on other strategic priorities.
          • Easy integrations. Our platform uses open APIs extensively, which simplifies the integrations with other systems that are needed to satisfy today's consumers.
          • Fast, seamless scalability. The best software providers have extra capacity that their clients can easily leverage when volume is higher than expected. This could mean, for example, that shoppers taking advantage of your big sale won't receive a busy signal when they contact sales or customer service.
          • Supports a hybrid work model. Agents, supervisors, and other contact center staff can access cloud solutions from anywhere that has a strong Internet connection. With a device and a browser, they can use our solutions from anywhere, including home. The potential to reduce facilities costs also makes our AI CX platform ROI very appealing.
          • Pay only for what you use. Unlike rigid software licenses where you have to purchase seats for the peak number of users, we charge for what you actually use, which is a favorable pricing model for seasonal businesses and organizations that might experience periodic volume spikes caused by external events.

          In addition to the advantages of being in the cloud, CXone offers capabilities that set it apart from other solutions in the market:

          • End-to-end journey orchestration. The CXone platform includes solutions for every step of the customer journey, from workforce engagement management to effective self-service to reporting and analytics. If you need technology for your contact center, it's likely we can provide it.
          • Extensive use of artificial intelligence. Artificial intelligence is woven into our platform to make processes, resolutions, and analysis smarter and more efficient.
          • Omnichannel experiences. We support seamless movement across our voice and digital channels by making customer information available in all channels and providing omnichannel agents with a desktop that allows them to efficiently manage all their interactions.
          • Effective self-service. If your corporate strategy for customer engagement includes self-service, CXone includes multiple options, ranging from a smart knowledge base to AI-powered virtual agents that interact with customers using natural language and guide them through the resolution process.

          If you'd like more details about CXone than was provided in this executive overview of CX technology, visit our main product page

          Solutions for every industry

          CXone isn't a platform designed for a single industry. In fact, its flexibility and compliance with a multitude of data security standards make it the solution of choice for organizations in a variety of industries across the globe. Below are a few examples of how CXone is used in specific industries:

          Healthcare

          Because it's HIPAA compliant and integrates well with electronic health records and other systems of record, CXone is a logical choice for healthcare companies and providers. Additionally, CXone is a solution that organizations in the industry can use to address the consumerization of healthcare by providing patients with experiences that mimic those from their favorite brands.

          Retail

          Does your business have large seasonal spikes? CXone can handle it with fast and easy scalability, ensuring your business doesn't miss a sale due to capacity limitations. Additionally, our solutions can increase online conversion rates by providing quick answers to shoppers’ questions. And, because CXone is compliant with PCI DSS, you can be assured that your customers' data is safe.

          Financial services


          NiCE CXone meets and exceeds audits for PCI DSS, SOC2, TCPA and more with regular penetration and intrusion detection exercises. This, and capabilities that include omnichannel support and AI-powered analytics that provide valuable CX insights, make NiCE the software provider of choice for many financial services companies.

          CXone as a strategic asset with an attractive ROI

          As a CEO, board member, or other C-level executive, you're responsible for business results, which typically means executing strategies such as market expansion, brand positioning, and revenue growth. You're also responsible for making investments that support your strategies and goals.

          CXone is a strategic investment that can help your company reduce costs and increase revenue, ultimately improving the bottom line. In this section, we'll discuss the business impact of customer experience software and how you can use CXone to help reach your business objectives.

          Data driven decision-making

          Contact centers collect and generate a treasure trove of customer information, including preferences, expectations, and opinions about everything from products to mobile app experiences. Until fairly recently, a large portion of this data went to waste because it's impractical for humans to comb through and make sense of so much unstructured data. But artificial intelligence has completely changed the game.

          NiCE offers AI-powered analytics solutions that can transform all that valuable interaction information into actionable insights. For example, our interaction analytics software can analyze interactions and provide information about customer sentiment, contact drivers, trending topics, and more. Leaders can use these insights to make data-driven decisions about a host of topics including new product development and website enhancements.

          Agility

          CXone is agile enough to evolve with your business and help your organization quickly adapt to disruptions. In today's fast-paced market, where consumer demands are constantly changing, brands need flexible technology that includes the latest innovations.

          As an example, if your corporate strategy for customer engagement calls for allowing customers to interact with you via text message (SMS), that channel can be turned on in a matter of hours, rather than days or weeks. In fact, we have over twenty channels to choose from and they're all integrated to provide seamless omnichannel experiences.

          At a more tactical level, CXone empowers end users to respond to unexpected events by letting them change IVR messages and menus as well as routing rules in the ACD. Our intuitive design studio simplifies these configuration changes and eliminates the need for IT or vendor support.

          Offering channel choice and quickly responding to customer-impacting disruptions improves CX and can increase customer loyalty and brand reputation, which ultimately makes your AI CX platform ROI even more favorable.

          Enhanced employee productivity and engagement


          CXone is uniquely suited to streamline contact center operations. With features like a consolidated agent desktop, automatic documentation of phone interactions, and in the moment guidance, agents become more efficient and can handle more interactions, which reduces labor costs.

          Our self-service solutions can also decrease labor expenses while adding more convenience to the customer experience. Tools like our smart knowledge base and AI-powered virtual agent are designed to handle customers' simpler issues and questions, enabling you to reserve your valuable agent resources to work on more challenging problem solving.

          Refocusing agents on more value-added tasks can lead to higher employee engagement and lower turnover. Providing agents and supervisors with state-of-the-art, easy-to-use software tools can also positively impact both areas. In an industry known for high agent turnover, keeping more of your experienced employees has financial benefits that should be factored into your cost-benefit analysis of AI CX solutions.

          Competitive differentiator

          In today's experience economy, providing consistently superior CX can set you apart from competitors and become a competitive differentiator. We've already discussed many of CXone's capabilities and benefits, so now let's quickly look at how being a customer experience leader can impact your business's financial performance:

          • One recent study found that customer experience is the top priority for nearly 46% of businesses for the next five years, well ahead of product and pricing. The field is crowded, highlighting the need for the best technical tools to put you at the front of the pack.
          • Gartner found that customer experience drives over two-thirds of a customer's loyalty to a brand. Loyal customers tend to have higher tenure, buy more products, and refer people they know to brands and products.
          • According to Adobe research, "Companies that prioritized and effectively managed customer experience were three times as likely than their peers to have significantly exceeded their top business goals" in the prior year.

          Being a CX leader yields many benefits, but it takes the right technology to rise above the rest. Contact centers have a significant impact on the customer experience but are often hampered by outdated systems. When so much is on the line, customer service team members should have modern solutions to set them up for success.

          For a more visual executive overview of CX technology from NiCE, watch our CXone demo. And please reach out to us with any questions.

          “We view CXone as a ‘future-proofed’ investment. No matter how our business evolves, we’re confident CXone can support us”

          Senior Director
          Global Reservations and Customer Care
          Radisson Hotel Group

          “Our fast growth would be impossible to handle without CXone. It is the backbone of everything we do, and it has been integral to our success.”

          Director of Contact Center Operations
          BAYADA Home Health Care

          John Zurn

          Martin Jones