Orchestrate and Automate Customer Service Workflows.
Automate customer service workflows with agentic AI across front-office care and back-office fulfillment, drive performance and unlock new growth opportunities.
Orchestrator is an AI-powered solution that proactively analyzes, optimizes, and automates customer-service workflows across the enterprise, reducing costs and delivering rapid resolutions from intent to closure. Unlike traditional analytics and automation tools, Orchestrator goes beyond basic business intelligence and reporting, identifying bottlenecks and implementing improvements across every CX-impacting workflow.
Accelerate resolution from front-office care to back-office execution
Orchestrator stands out by unifying tools and data rather than adding another disconnected solution. It seamlessly integrates AI models, applications, and knowledge bases across the CX landscape, enabling smarter, faster, and more accurate decision-making.
“It is a powerful way to understand how every stage of a customer journey – from self-service inquiry to live agent interaction and ultimately workflow completion - can be orchestrated with a single platform built on CX AI.”
Sheila McGee-Smith President and Principal Analyst, McGee-Smith Analytics
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Most workflow automation tools focus on specific functions like case management or process automation, often requiring manual integration of data from various platforms. Orchestrator stands apart in three keyways:
This unique positioning within the enterprise tech stack enables Orchestrator to solve business challenges in ways other automation tools simply can't.
Many businesses struggle with limited visibility into CX workflows and how they connect to broader business KPIs. Traditional tools provide insights into customer interactions and business metrics separately but fail to show how they influence each other. This lack of alignment leads to inefficiencies, siloed data, and inconsistent customer experiences.
Orchestrator solves this by integrating CX data across systems, mapping hidden workflows, and leveraging AI to optimize processes—ensuring businesses have a unified view of operations and can make data-driven improvements with confidence.
Orchestrator analyzes historical data to identify trends and optimize workflows. In execution, it enables real-time event processing through data streaming, event streaming, and REST APIs to seamlessly integrate with existing systems. By orchestrating tasks dynamically, it ensures workflows stay optimized and responsive to real-time conditions.
Streamline Customer Service Workflows.
True customer service automation that executes workflows across the entire enterprise seamlessly
Proactively identify opportunities.
Analyze historical and real-time data to spot bottlenecks with recommended improvements
Eliminate Silos, Accelerate Outcomes.
Integrate data, AI models and knowledge, automating workflows across every team and application
True Human, AI Collaboration.
Make immediate process improvements with speed and precision that yield results
Comprehensive Insights
Be in the know with real-time end-to-end visibility powered by purpose-built AI from intent to resolution.
See Beyond Interactions
Connect your organization from front, middle and back-office to streamline workflows and see the full engagement of your customers.
Instant Improvements
Uncover bottlenecks in real-time; access insights and execute improvements across your organization without IT dependency.
Unify all CX operations
Analyze and optimize all touchpoints in real-time, across human assisted and self-service, including any third-party system connected to the CXone Mpower platform.
AI-Driven Workflow Discovery – Instead of starting from scratch, Orchestrator leverages vast CX data (web, mobile, analytics, self-service, surveys and more) to uncover hidden workflows and inefficiencies, automatically pre-populating processes that would otherwise go unnoticed.
Outcome-Driven Optimization – Beyond just automation, Orchestrator continuously refines workflows to improve a myriad of key business metrics, whether it's increasing upsell rates, reducing legal risks, or ensuring 90-day customer data accuracy for better marketing.
Seamless Execution Across the Enterprise – Unlike tools that mine data from separate platforms and attempt to link them manually, Orchestrator is embedded within the CXone Mpower platform, allowing it to correlate workflows with customer intent and journey data—delivering unparalleled insights and efficiency.
