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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
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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.

        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

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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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            • Contact Center Complaint Management
            Understanding customers has never been simpler.

            Understanding customers has never been simpler.

            Automate the protection of your business from potential regulatory costs and reputational harm with Enlighten AI for Complaint Management.

            Watch Now

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            © 2025 NiCE

            Contact center complaint management - Optimize Your CX

            A comprehensive approach to complaint management.  

            Protect your organization from reputational, financial, and compliance risks with a comprehensive AI-driven complaint management solution.

            View demo Request a quote

            Verizon logo
            Blue Cross Blue Shield logo
            Toyota North America logo
            Verizon logo
            Blue Cross Blue Shield logo
            Toyota North America logo

            Proactively protect your organization from customer complaints.

            Discover AI for CX

            Never miss a single complaint again.

            Harnessing the power of the industry's largest interaction dataset along with 20 years of industry experience, Enlighten AI's purpose-built customer complaint models deliver an accurate and consistent analysis of all customer concerns, feedback and interactions.

            Learn More

            “Automated remediation workflows and regulatory reporting remove the chaos from complaint management.”

            Analyst Leader

            Related Products

            • AI for Customer Satisfaction
            • Enlighten AI for Vulnerable Customers
            • Interaction Analytics
            • Real-time Interaction Guidance

            Related Resources

            Infographics

            Enlighten AI for Vulnerable Customers

            product video
            Demo Videos

            Objective Real-Time Agent Guidance

            White Papers

            Turn Complaints into Customer Success with Enlighten AI

            Resource Library

            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.

            complaints sentiments dashboard

            Automate complaint management
            with AI.

            Consumer complaints have high stakes for companies, particularly those in regulated industries such as financial services. Regulators rely on handling customer complaints to gauge how well an organization is fulfilling its obligation to customers. For organizations, the risk extends well beyond regulatory compliance and fines, it also includes potential reputational damage resulting from any negative customer feedback and publicity. An automated customer complaint management program powered by artificial intelligence will mitigate these risks.

            Read the eBook

            knowledge management

            Turn complaints into customer success with Enlighten AI.

            Enlighten AI for Complaint Management helps organizations save millions of dollars in regulatory fines, improve efficiencies, and increase customer satisfaction. Enlighten AI analysis is operationalized as part of a comprehensive analytics program, providing organizations with the ability to turn customer complaints into an opportunity to strengthen overall customer experience.

            Get the brochure

            Identify and classify complaints
            Analyze root causes

            Identify and act on risk

            Effective complaint management can help businesses uncover and remediate customer complaints before they impact your business.

            Mitigate potential regulatory fines

            Easily report on your compliance status to regulators, ensuring that your business meets all necessary standards and requirements for the whole complaint management process.

            Boost efficiencies and CX

            Track customer complaints to identify product issues, poor customer service or business process issues in a timely and efficient manner

            Identify and classify complaints

            Complaint management software helps the customer service department to accurately classify the complaint type including multiple tiers of categorization and determines the root cause to prevent future complaints.

            Automate a closed-loop process

            Streamline your complaint management program with a complete solution that identifies and classifies every interaction that contains a complaint and automates a closed-loop remediation and reporting process, addressing customer complaints in the best way.

            Track progress with a built-in audit trail

            Improve the ability to demonstrate a comprehensive complaint management program for regulatory bodies with built-in complaint management audit trail documents and complaint resolution tracking.

            Analyze root causes

            Identify the root cause of every single non-compliant customer interaction and automatically assign them for review using a remediation workflow.

            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