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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.

      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.

      • 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

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • 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

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            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

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            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

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

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          • Get Started
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          • Home
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          • Digital and Voice Channels

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          © 2025 NiCE

          Digital and Voice Channels - Optimize Your CX

          Create a better experience across all interaction channels.

          More channels done right make a better customer experience. See how CXone Mpower omnichannel can help.

          View demo Request a quote

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          More channels. More benefits.

          CXone Interaction Channels

          Offer service in your customers’ channels of choice. Your agents get a single interface across digital and voice with everything they need to create amazing experiences at their fingertips. Your one-stop-shop for choosing the channels your customers ask for makes it quick and easy to implement, roll out and operate them. Handling multiple interactions makes agents more productive. Switch and combine digital and voice channels to resolve more interactions faster, for happier customers.

          Take a self-guided tour

          Take a tour

          Welcome to a true omnichannel experience.

          Let consumers choose their channels of choice. Let agents provide a seamless experience, choose from the largest number of natively implemented digital channels plus voice to provide amazing CX. Support administrators with consolidated, flexible routing, reporting and management.

          CXone’s advantage is the ability to handle multiple channels across multiple departments with data accuracy and reporting.

          Josh Jennings
          Global Director of Hub Sales, Siemens Digital Industries Software

          Related Products

          • Omnichannel Routing
          • Interactive Voice Response
          • Proactive Dialer

          Related Resources

          Digital Channels for Customer Experience
          Product Videos

          Digital Channels for Customer Experience

          How Contact Center CX Impacts CSAT, Loyalty, and Growth
          Infographics

          How Contact Center CX Impacts CSAT, Loyalty, and Growth

          Dominion National and CXone chat meet demand for high-quality multichannel service
          Case Studies

          Dominion National and CXone chat meet demand for high-quality multichannel service

          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 customer support, please visit our support page to log into the Customer Community portal.

          Digital and Voice Channels: FAQs

          ALT

          Boost CX and Agent Retention.

          With the NiCE CXone omnichannel platform, agents can complete interactions for all channels through a unified agent desktop, reducing training cost and making both customers and agents happy.

          Read the case study

          Choose your channels
          Any channel, anytime
          More productive agents
          BYO channels
          Routing made simple
          One platform

          The CXone platform natively supports voice and digital, agent-assisted, in-and outbound channels with unified routing, handling, analytics and workforce management across channels.

          CXone supports over 30 different channels, more natively supported digital channels than any other platform in the industry.

          CXone has a helpful feature called Bring Your Own Channel (aka BYOC) that enables you to integrate virtually any digital channel like native - meaning using the same routing engine, reporting, analytics and workforce management tools that natively pre-integrated channels use. The question which channels are currently already supported becomes a little less important.

          Consumer channel preferences are influenced by various factors, the most prevalent being: the age of the consumer, the topic of the interaction (there is still a tendency to use voice for more personal, sensitive topics) and the geography (in the US, Facebook Messenger is used most, whereas WhatsApp leads in most European countries).

          The biggest challenge is where different point solutions have over time been added to a contact center environment to support different channels. This approach makes it difficult and work intensive to understand and analyze the customer journey across channels, creates the need for a lot of manual integration work and increases administration effort.

          The biggest impact from the customer perspective is a lack of coherence and/or personalization. When there is a lack of channel integration, consumers are often forced to repeat themselves because the agents that are handling interactions lack insight into the complete customer journey. From a contact center perspective, major impacts are a loss of efficiency, increased cost for integration, administration and training for both agents and manager / administrators.

          Keep customers happy

          Let customers choose their preferred channels and create exceptional, seamless experiences.

          Blend channels

          Help agents provide better experiences by blending digital and voice interactions.

          Increase your insight

          Get a 360 degree view of the customer journey with omnichannel reporting and analytics.

          Offer even more

          Don’t let any platform limit the channels you support – CXone supports any channel as though it is native.

          Choose your channels

          Choose from the largest number of digital and voice channels in the industry and implement them quickly and easily.

          Any channel, anytime

          Delight your customers. Empower your agents to provide the seamless omnichannel journey that they expect.

          More productive agents

          One interface, all channels, persistent history and context across channels.

          BYO channels

          Use the platform and well documented interfaces to add more channels or implement your own mobile app just like a native channel.

          Routing made simple

          Create and maintain routing for all channels (digital, voice, custom) in one visual, intuitive tool – no coding needed!

          One platform

          Consolidate and streamline administration and reporting with one single, intuitive interface