Meet Sarah,The Happier Agent
Sarah begins her day knowing routine tasks are handled. With AI-powered insights at her fingertips, she focuses on what matters: understanding customer needs and delivering personalised solutions.
Meet James,The Happier Customer
James used to dread post-purchase issues — until he interacted with a brand using CXone Mpower. A seamless handover between agents, complete with full visibility of his history, meant no repetition and faster resolution. He left the call feeling heard and valued.
Meet Priya, CEO ofThe Happier Brand
For Priya, good customer service once meant high costs and complex operations. With CXone Mpower, she equipped her agents with the tools they needed to thrive. The result? Lower costs, happier agents, loyal customers, and stronger revenue.
Deliver joy across every channel with CXone Mpower
In today’s world, seamless omnichannel service isn’t just a nice-to-have—it’s expected. With CXone Mpower’s AI hyper-platform, you can unify every customer interaction, deliver real-time insights, and solve issues faster — while building loyalty and trust.
Workflows
- Design end-to-end processes across customer-facing and back-office roles
- Build seamless connections that unify service operations
- Operate smarter with AI-memory and self-optimising flows
Agents
- Design interactions where human agents and AI collaborate
- Build AI agents using historical data for faster resolutions
- Operate at peak productivity with AI copilots tailored to each role
Knowledge
- Design automation in one unified space for data, content, and AI models
- Build guardrails and access controls to protect your data and brand
- Operate with deeper context by injecting insights into every interaction
Real brands.
Real results.
Real joy.
Results:
- Enhanced operational efficiency through centralised global operations.
- Increased agent productivity, giving more time to focus on delivering excellent customer experience.
- Better scalability by enabling rapid IVR changes, allowing for updates within minutes.
- Greater resource optimisation through reduced onboarding resources, streamlining agent training processes.
Results:
- Increased operational efficiency through automation and reduction of customer interaction handling time.
- Optimised resource allocation by enabling talent redistribution to other critical operations.
- Accelerated innovation and deployments with enhanced system flexibility.
- Ensured consistent quality control through comprehensive monitoring and reporting tools.
Results:
- Enhanced data-driven insights, with reporting and identification capabilities, enabling deeper insights into call types, interaction patterns, and trouble spots.
- Enhanced workforce management through optimised team scheduling, data-driven staffing and resourcing, and coaching feedback.
- Increased operational efficiency by identifying call types for redirection to other departments.
Results:
- Significantly reduced customer wait times, with 80% of calls answered within 30 seconds.
- Improved customer satisfaction with an 8-point increase in Net Promoter Score.
- Increased efficiency and first-call resolution through advanced IVR and AI-powered analytics.
- Reduced operational costs and improved resource allocation via over 2,000 interactions completed through self-service.
- Boosted employee engagement with a 44% decrease in attrition, reaching the 91st percentile for staff satisfaction.
Take the guesswork out with proven tools and insights that drive real results
Frustrated customers won’t stick around. Poor customer service costs more than just revenue. These resources show how CXone Mpower helps you eliminate friction, improve satisfaction, and future-proof your customer service.
What do 65% of brands miss about great service? Discover how to get it right.
Unify data, empower agents in real-time, and build seamless, human-centred service journeys.
Your next revenue boost starts here—see how leading brands use CXone Mpower to close more deals.
Run smarter campaigns, coach your teams in the moment and turn every conversation into a conversion.
Did you know 73% of customers say CX influences their buying decisions?
Exceed expectations with AI-powered routing and real-time agent guidance that personalise interactions, reduce friction, and boost satisfaction — proven to increase NPS and CSAT.
12% of agents’ time is lost to searching for information. What’s that costing you?
Cut costs fast with AI that automates notetaking, deflects calls, and streamlines engagement—reducing manual work without compromising CX.