Turn every conversation into a chance to improve. Score interactions automatically, coach with intent, and build consistency across your workforce.View DemoRequest a Quote
Smarter quality, stronger results
Modernize quality management with a unified, AI-powered platform that drives performance, consistency, and trust.
Evaluate interactions, coach agents,
and track progress with a unified suite
built for end-to-end quality management.
Review conversations across voice, digital,
and CRM systems like Salesforce and Zendesk
to ensure consistent service.
Use embedded generative AI to assist with
scoring, highlight coaching needs, and improve
the speed and precision of evaluations.
Track team and agent performance
with real-time dashboards, filters,
and interactive quality reports.
Broaden your quality lens
See how to uncover the conversations that shape key metrics and drive smarter decisions across your contact center.
Success stories
See what global CX leaders are saying
Fulton Bank streamlines service for 230 regional banks
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 demoContact Sales
Frequently Asked Questions
The world’s best brands trust NiCE to power 15B+ interactions a year
Let quality drive performance
Bring clarity to every interaction with
AI-powered scoring, targeted coaching,
and smarter feedback loops that scale.
CXone Mpower Quality Management is advanced QM software built to elevate agent performance and CX. With AI-powered tools for evaluation, coaching, and analytics, it simplifies every part of the quality process—across voice and digital channels.
Supervisors can identify coaching moments automatically, deliver personalized feedback, and track improvements over time. Built-in agent coaching tools ensure performance conversations are timely, relevant, and data-driven.
Quality Management evaluates interactions across every channel—calls, chat, email, social, and even CRM tickets. Whether it’s a voice call or a Zendesk ticket, QA analytics are applied consistently to help teams deliver excellence everywhere.
Generative AI helps you work smarter, not harder. Automated evaluation summaries highlight trends, outliers, and key coaching needs. Supervisors can focus on what matters most while ensuring evaluations stay objective, consistent, and aligned with business goals.
Yes. Agents receive personalized scorecards, evaluation packages, and dashboards that build transparency and trust. It’s an empowering experience that helps agents take ownership of their growth and understand what great service looks like.
Absolutely. From evaluation forms to coaching templates and reporting dashboards, the solution can be tailored to your contact center’s priorities and processes. That means your QM works the way your teams do.
Evaluate with Generative Intelligence
Automatically score interactions at scale with LLM. Go beyond traditional AI to understand context, sentiment, and intent, generating smarter quality scores and actionable insights that reflect the full customer experience.
Coach with Generative Insights
Empower supervisors with AI-generated summaries and recommendations that pinpoint strengths, skill gaps, and next-best coaching actions. Turn every evaluation into a personalized learning moment with insights produced in seconds, not hours.
Stay consistent, fair, and scalable
Apply the same GenAI-driven quality standards across every channel: voice, chat, and digital, to ensure consistency, fairness, and complete visibility. Whether scoring 100% of the interactions or less, achieve unbiased evaluations that scale with your goals, leveraging LLM-powered precision.
Motivate through data
Use AI-generated quality score data and detailed feedback to foster trust, engagement, and performance. Provide agents with personalized, data-driven insights they can act on, transforming evaluations into continuous conversations that drive measurable growth.
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.
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.
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.
