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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

      • 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

      • 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

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          • Get Started
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          Company

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          • 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
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          Stay Connected

          © 2025 NiCE

          Simplify every interaction.

          When everything’s in one place, focus is effortless, teamwork clicks, and every customer moment matters.

          Related Products

          • Agent
          • Proactive Engagement
          • CRM Integrations

          Ready to experience the power of one platform?

          Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

          Watch the demo Explore the platform

          CXone Mpower Desk FAQs

          Agent Desktop Workspace

          One workspace.
          Everything you need.

          CXone Mpower Desk is an all-in-one workspace that brings data, conversations, and workflows together in one place. Connect front and back-office teams, simplify work, and keep every moment moving.

          View Demo Request a Quote

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          • Desk is a workspace that connects front-line agents, back-office employees, and specialists across the organization, enabling real-time collaboration and unifying every step into a single, intelligent flow.

            Take the tour

          • Bring every tool, conversation, and insight together in one smart workspace. Help agents move faster, work smarter, and deliver experiences that feel effortless.

          • Handle every customer inquiry in one place. Create, prioritize, route, and track conversations across channels. No toggling, no guesswork.

          • Guide agents in the moment with clear, visual prompts that adjust to the conversation and customer’s needs as they happen.

          • Bring your front and back office together. Shared dashboards, real-time views, and customer histories keep everyone on the same page.

          • Combine customer data from everywhere into one clear view. Spot patterns, close gaps, and understand the full journey in real time.

          • Prioritize and engage prospects intelligently, with complete lead information, dynamic segmentation, and automated workflows.

          The world’s best brands trust NiCE to power 15B+ interactions a year

          Level up performance

          No more ticketing in one tab, notes in another, and scripts somewhere else. Desk puts everything in one place, so your team can focus on delivering standout customer experiences.

          Read more

          Simpler for agents.
          Better for business.

          Unify your CX operations with a unified agent workspace that connects ticketing, lead management, customer data, scripting, and AI-powered guidance — all within one customer service desktop. Empower reps, streamline workflows, and elevate every interaction.

          First, by helping your agents provide faster, more effective service thanks to AI-assisted guidance and scripts, centralized access to data and tools, and streamlined workflows between the front and back offices. Second, by personalizing interactions based on comprehensive insights into each customer’s omnichannel contact history.

          With Desk, you can organize, prioritize, and act on prospect data through a centralized database. Agents have access to complete lead profiles – with their entire interaction history and preferences – enabling targeted engagement. Dynamic segmentation and automated workflows guide follow-ups and next-best actions, while unconverted leads are intelligently recycled. And integration with SmartReach ensures every outreach initiative is high-impact and regulation compliant.

          Yes, as Desk provides a unified customizable interface for agents to create support tickets and manage customer inquiries. Tickets are linked with the relevant customer interactions, both voice and digital, and can be easily prioritized, routed to the appropriate back-office team, and tracked from assignment through resolution.

          Absolutely. The solution includes open APIs and no-code customization to enable you to tailor the agent desktop to fit your needs, including user layouts, external data integration, consent management tools, and more. Desk was designed to seamlessly fit into the tech ecosystem of any contact center.

          Not at all! Desk seamlessly integrates with third-party or homegrown CRMs and other systems of record, with no need to migrate or duplicate customer information. The solution’s centralization of data management and streamlining of CRM-based workflows improve accuracy, facilitate team collaboration, and enable customer experience personalization.

          Streamlined delivery

          Unified ticketing, workflows, and customer history accelerate resolutions.

          Optimized productivity

          Real-time visual guides, scripting, and automation help reduce handle time.

          Personalized experiences

          Centralized data and interaction histories enable tailored, context-rich customer experiences.

          Flexible integration

          Open APIs and no-code customization ensure a seamless fit into your tech ecosystem.