6 Top Reasons Why NICE Customers Choose Us

When you research CCaaS vendors for your business, you want to know how their customers feel about the solution you are considering. Are current customers happy with it, and why exactly did they choose that vendor over other fierce competitors? It’s critical in understanding if the solution in question would be a good fit for your business.

While our recognition in industry analyst reports like Gartner, Forrester, IDC, and more show our industry leadership, our customers’ feedback is the true north star that inspires us to keep raising the bar. After we win a new contract, we take the time to ask why it is the brand chose us. We’ve uncovered six main reasons why customers choose and love NICE. Looking for your next chapter in CX? Here are six reasons why NICE CXone Mpower is chosen as a top AI platform.

1. Most complete CX platform

NICE customers love our platform for its completeness and ability to effortlessly manage all facets of customer interactions with the strong Enlighten AI foundation and best-of-breed applications. All of these applications are interconnected, working together as the connective tissue to provide information when it’s needed and generating insights for business decisions.

With CXone Mpower, we offer a powerful and comprehensive AI platform for automating exceptional customer service experiences by seamlessly orchestrating workflows, agents (both human and AI), and knowledge. Customer service automation is the future—ready for you now as part of a single, unified, and scalable platform.

2. True rich omnichannel

Our complete platform is the only solution on the market that has the same richness of capabilities for voice as for digital channels. With CXone Mpower, you don’t need to pick between having strong voice or strong digital touchpoints—you can have both, and you can have customers switch seamlessly from one touchpoint to the other without skipping a beat.

CXone Mpower provides a true convergence of all channels to make omnichannel a reality. Orchestration of all channels is run on a single engine. Inbound and outbound communications use digital and voice channels. Our patent-pending “true to interval” workforce scheduling is designed for both synchronous voice and asynchronous digital interactions. Quality assurance and compliance management are applicable to voice and digital. Our advanced generative AI offering—AI Copilots with knowledge and automation—can be applied equally to both.

3. Proven CX AI value

Our customers have dialed into the fact that we give them AI power in all CX interactions—and more than any other cloud platform. We leverage AI whenever and wherever possible for their benefit. We’ve added cutting-edge new applications and models in the past year. A good example of this is XM or eXperience Memory, which uses historical data to inject context into real-time Copilot and Autopilot conversations. Customer interactions are highly personalized for more satisfied customers and higher sales.

Our new AI Observability dashboard empowers our customers to track efficiency of knowledge assistance given to their agents to ensure continuous improvement to the solution and to optimize their investment. This turns AI from an opaque black box system into a transparent tool that delivers visible ROI.

SONY is a shining example that has seen excellent results with our generative insights via Autopilot. It serves as a virtual agent as the first point of contact across voice, chat, and SMS to create consistent customer experiences. Autopilot handles a significant number of inquiries without involving a live agent, and it efficiently routes inquiries to the most appropriate resource. SONY enjoys the impressive metric of at least 15.9% of contacts being successfully contained by Autopilot and other self-service options.

Carnival UK of the Carnival Corporation and PLC, the world's largest cruise operator group, chose NICE for its unified, AI-powered platform and as a result revolutionized guest experiences. They adopted the complete suite of CXone Mpower voice and digital solutions that transformed their operations into a unified omnichannel experience center that delivers seamless customer experiences. Based on this success, Carnival UK has plans in the works to further its digital transformation with Generative AI in the form of specialized AI copilots.

4. Flexibility

While we have a complete, connected, intelligent platform to enable exceptional customer experiences, we also allow room for customization. CXone Mpower can deftly manage all your customer experiences yet also give you the flexibility to shift as expectations change. We give our customers the ability to bring in third-party applications via pre-built solutions, apps, and integrations to fine-tune functionality.

In addition, we provide hundreds of well-documented APIs to connect third-party applications. We also give IT developers SKDs and other resources so they can build custom integrations.

CXone Mpower offers integration hubs to streamline deployment and administration of third-party applications, along with CXone Mpower capabilities. This radically simplifies the integration and use of multiple advanced solutions for your agents, providing consistent, functional desktop experiences for employees.

The virtual agent hub manages all your customer self-service bots, while the agent assist hub manages agent assist capabilities. Other hubs include the transcription hub to convert speech to text and the CRM hub to bring in customer data from your third-party CRM.

With our engagement hub, customers can elect to use an alternative ACD or ticketing system for digital engagements, but still enjoy the complete suite of CXone Mpower solutions—from our Copilots to our WEM and Analytics. When a customer plugs a third party ACD into the CXone Mpower hub, interactions captured in those solutions flow into CXone Mpower and are treated as if they were captured natively—creating huge flexibility for NICE customers to integrate.

5. Rapid pace of innovation

It’s one thing to have the right solution for today, but in CX you need to know that your platform can quickly pivot with the times. Our customers know that we place a premium on CX AI innovation. We innovate faster than others on the market to ensure we have the right solutions for today—and tomorrow.

Our financial strength and investments have made this commitment to tech innovation possible. We invest 15% of our revenue into research and development. For this reason, in the past year alone, we have released 645 features into general availability, including Autopilot, Copilot, AutoSummary, WFM True to Interval, and more—all for our customers’ advantage.

6. Full partner ecosystem

To bring our solutions out into the world, we at NICE understand the importance of joining forces with like-minded technology providers. That’s why we work with many different partners to reach all corners of the market, from Global System Integrators for large enterprises to regional service partners who reach smaller businesses in the local language.

We have numerous technology alliances with AWS, Salesforce, and Google in which we co-sell applications, including CXone Mpower. We have our own marketplace with hundreds of technology providers who leverage our open APIs and Hubs to run on top of CXone Mpower.

Bonus 7: CXone Mpower drives shareholder value

These six reasons why NICE customers choose CXone Mpower leads us to the apex point. Brands who use NICE CXone Mpower enjoy exceptional CX that shows a clear correlation with shareholder value. It’s simply good business to please and delight customers, and it shows in the most tangible of returns. If you want your business value to climb, join the good company of other NICE CXone Mpower customers.

Our customers love us

CXone Mpower delivers the advanced CX AI that companies need to deliver exceptional customer experiences with confidence. Plus, the complete platform flexibility allows for customization to suit their preferences. We are dedicated to working with selling partners and our customers in order to deliver what they need to realize the CX of their dreams. And exceptional CX, not surprisingly, drives up their stock value.

Come explore what CXone Mpower can do for you. Check out all the companies who thrive with our partnership, and consider joining their ranks to take your customer service to the next level.