NICE Wins TMC Labs Innovation Award for “Cutting-Edge” CXone Mpower Copilot

We’ve got big news! NICE has been recognized as a winner of the 2024 Customer Magazine TMC Labs Innovation Award. This award highlights cutting-edge technologies that are redefining customer engagement, and our CXone Mpower Copilot has proven to be a game-changer in customer service.

At NICE, we’re proud to be at the forefront of AI-powered customer engagement, redefining what’s possible for customer service globally. This award is a testament to our commitment to advancing AI, automation and augmentation at the speed businesses need, and we’re just getting started.

Why CXone Mpower Copilot Stands Out

Innovation isn’t just about building something new—it’s about creating real impact. CXone Mpower Copilot is revolutionizing the way customer service operates by leveraging AI and automation to empower both agents and supervisors. With proactive listening, sentiment analysis, and generative AI, Copilot doesn’t just assist—it transforms.

For agents, Copilot provides real-time guidance and AI-driven knowledge at their fingertips, reducing handle times and improving resolutions. It automatically generates suggested responses using conversational context and a vast knowledge base, ensuring customers get accurate and fast assistance.

For supervisors, Copilot expands control and visibility into agent performance. With continuous, real-time insights, supervisors can pinpoint areas for improvement and provide targeted coaching, creating smarter, more efficient teams. The result? Happier agents, better customer experiences, and improved operational efficiency.

Addressing the AI Challenge Head-On

Technology often comes with both excitement and apprehension, and AI is no exception. Many customer service professionals worry that AI could replace them, but the reality is quite the opposite. At NICE, we believe in AI that amplifies—not replaces—skilled human labor.

CXone Mpower Copilot ensures that agents and supervisors are more empowered than ever, allowing them to focus on complex, high-value interactions while AI handles repetitive, routine tasks. It’s about working smarter, not harder.

An Award That Celebrates True Innovation

The TMC Labs Innovation Award isn’t given lightly. It recognizes solutions that set new standards for customer experience, contact centers, and CRM technologies. According to Rich Tehrani, CEO of TMC, “The award recognizes companies whose solutions are dramatically enriching the customer experience. I look forward to seeing future innovation from these companies as they continue to contribute to the development of the customer relationship.”

Winning this award only fuels our drive to push boundaries further. As we continue developing advanced AI solutions, our goal remains the same: to empower businesses with intelligent tools that create exceptional customer experiences while making operations more efficient.

Learn more about how we are empowering agents and supervisors to create happier customers here. Don’t forget to check out our award-winning CXone Mpower Copilot solution here.