NICE Has Launched CXone Mpower with AI Integration Updates

NICE has officially launched CXone Mpower, a major update to its customer service automation platform.

The latest version builds on the existing CXone architecture, adding advanced services that streamline workflows across front, mid, and back-office operations.

With CXone Mpower, businesses can now integrate AI and human agents more efficiently while consolidating customer service data, AI models, and integrations into a unified system.

The platform is designed to support organizations as they increasingly adopt automation, enabling full management of customer service journeys with end-to-end automation capabilities.

Barry Cooper, President CX Division, NICE, said, “For C-suite leaders, the vision of fully automated customer service has been an ambitious goal – until now.

By adding these foundational services to the architecture of CXone Mpower, we’re delivering something that has never been done before: an AI platform that fully integrates automation across every aspect of customer service, transforming contact centres from cost centres into true profit centres.”

The update includes new tools to equip teams with AI-powered assistants that improve workflow efficiency and facilitate the rapid development of AI agents tailored to specific customer service needs.

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NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

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Author: Hannah Swankie
Reviewed by: Xander Freeman