Interaction Orchestration

Make every customer’s
journey a smooth one

Give your customers exactly what they need, exactly when they need it. Connect every department, every channel, and every touchpoint with CX workflow automation.

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

Create a customer experience
that really connects

Make every interaction smoother and simpler all the way through. It’s

customer journey management your customers—and your team—will love.

Omnichannel Routing

Give customers an instant connection to the right help in any channel for faster resolution and an amazing experience.

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Proactive Engagement

Anticipate your customers’ needs and resolve issues before they pop up with personalized, compliant engagement.

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AI Orchestrator

Smooth out and integrate every CX workflow from start to finish (and every step in between) with a little help from AI

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Conduct amazing
customer experiences

CXone Mpower Orchestrator makes the whole platform hum, optimizing processes,
improving KPIs, lowering costs, and getting customers where they need to be—fast.

Success stories

See what global CX leaders are saying

Teleflora Blooms with CXone Mpower

64%

more calls handled

$120K

annual savings

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Vera Bradley embraces digital-first omnichannel

$50k

annual savings from calls resolved in IVR self-service

1 in 3

customers choose voice over other channels, a reduction from 3 in 5

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Dutch Railways gets omnichannel on track

90%

of the railway’s agents handle voice and digital interactions

Boon Rawd Supply Chain streamlines operations

29%

reduction in callback duration

13.51%

decrease in average handle time

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Everything you need to know
about CX workflow automation

Find out how you can give your customersa cleaner, friendlier journey.

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.

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Frequently Asked Questions

CXone Mpower Interaction Orchestration is how you can harmonize customer and internal interactions across all channels and workflows. It’s customer journey management that makes every interaction connected, efficient, and personalized from beginning to end.

Yes. CX workflow automation means every task, process, and workflow is efficiently coordinated in every channel. Your team’s work is more productive, and all your customers see is a smooth, easy interaction from intent to fulfillment.

Interaction Orchestration is both proactive and reactive, providing insights and answering business user questions right when they need it. It’s intuitive and conversational, giving users any support they need.

Definitely. This is omnichannel orchestration, combining agent-assisted calling, message laydown, and a mix of digital channels like email, SMS, and others for the best results.

Our CX workflow automation makes sure every interaction is not only efficient but also compliant with the regulations and laws in your industry. It’s the perfect balance of productivity and risk mitigation.