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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

      • 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.

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    • Products
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      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

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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.

        • 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.

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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 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.

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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.

        • 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.


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      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

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          Elevate citizen trust

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          Healthy patient experiences

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          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.

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      • 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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      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.

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    • Resources

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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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        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

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

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        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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          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.

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          • How do you build the best customer experience?
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          How do you build the best customer experience?

          Digital customer service

          How do you build the best customer experience?

          From a billboard along the highway to stepping into a store, from an email with the latest products to a live chat with customer service, customer experience (CX) is the sum of all interactions a customer has with your company. Because these experiences -- both off-line and digital -- shape a customer’s perception of your brand and their likelihood to tell a friend about your organization, companies that build the best customer experiences are typically leaders in their industry.

          Here are a few ways your firm can build the best customer experience.

          Create the ideal customer experience

          When you understand your customers and you’ve listened to their feedback, design the ideal customer experience. Walk through the entire digital buyer’s journey from start to finish and identify obvious pain points. Then design the ideal customer experience.

          Enhance customer experience by going omnichannel

          As customers increasingly expect to receive outstanding support across multiple channels, like phone, chat, and social media, one important way to build the best customer experience is to offer omnichannel customer service.

          Establish a customer experience management program

          Customer experience management (CEM) is the process of designing, managing, monitoring, and refining all customer touchpoints so they are consistent with each other and provide customers with an optimized experience. Creating a CEM program will allow your company to not just build the best customer experience, but regularly review, refine, and improve it going forward.

          Know your customers

          To build the best customer experience, you must know your customers. Who are they, what are they trying to accomplish, what questions do they have, and what frustrations are they experiencing? Based on putting yourself in their shoes, how can you help?

          Let customers help themselves

          Most modern customers want to be able to help themselves. After all, would you rather wait in line for an agent to answer your question, or would you rather search for and quickly find an answer? Deliver on your customers’ wishes by making as much information as possible available online. Build out your frequently asked questions (FAQ) page and publish user guides that provide step-by-step instructions.

          Listen to your customers

          Companies obsessed with customer experience make it easy for customers to provide feedback. And, just as importantly, they review and embrace the feedback provided by customers. To build the best customer experience, regularly review all customer feedback and use it to guide improvements that matter the most to your customers.

          How NiCE can help you build the best customer experience.

          Savvy businesses recognize the value of delivering exceptional customer experience. They know that by building the best customer experience, they can generate more revenue, improve customer loyalty, and reduce customer churn. Engage your customers by offering digital-first omnichannel experiences.

          Related resources

          Best Practice: The Power of a Digital First Contact Center

          CXone digital channel

          Any digital channel

          Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

          • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
          • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
          • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
          Empowered agents

          Empowered agents

          CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

          • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
          • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
          • Customer Card: full customer context, journey and conversation history, plus sentiment.
          Holistic management

          Holistic management

          With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

          • Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents.
            Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels.
          • Blended Agents: complete quality, coaching, recording, scheduling tools to optimize management and engagement of a true omnichannel team.
          • Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights.