CXone Mpower
The enterprise AI platform for orchestrating human and AI Agents to automate service, augment work, and accelerate intelligent experiences at scale.
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
By Industry
Industry focused solutions built to elevate experiences in the moments that matter most.
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.
Meet NiCE Cognigy
Together, CXone Mpower and Cognigy AI enable organizations to accelerate AI adoption and scale it seamlessly across every customer experience.
Platform Overview
Complete AI platform for customer service automation
Purpose-built AI for CX
Powering smarter CX with AI-driven insights and automation.
Cloud Architecture
Innovative cloud-native foundation to rapidly scale extraordinary CX
Voice as a Service (VaaS)
Crystal-clear, scalable voice interactions for effortless interactions
Capabilities
Solutions
Support & Assistance
Workflow Orchestration
Workforce Augmentation
Service Automation
By Business Initiative
Integrations & Custom Solutions
Integrations & Custom Solutions
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.
Specialized AI Copilots
Elevate human performance with specialized AI copilots for every role.
Workforce Engagement Management
Elevate employees, adapt to flexible work, and meet expectations - without compromise.
Automated Summary
Instantly summarize interactions to accelerate resolution times and efficiency.
Intelligent Virtual Agent
Boost self-service satisfaction and conversion with conversational AI agents.
Experience Optimization (XO)
Synthesize real customer conversations to identify your top automation opportunities.
AI Agents
Instantly create no-code AI agents powered by your data—build once, deploy everywhere.
Grow Revenue
Boost conversions and win rates to accelerate growth
Engage & Empower Employees
Create a workplace of truly engaged employees
Boost Customer Loyalty
Improve customer loyalty on interactions across the journey
Drive Digital Transformation
Integrate digital technology at the center of CX
Small and Medium Business
Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.
Call Center Software
Empower agents to provide better experiences
Increase Operational Efficiency
Leverage AI and automation to increase agent retention
Move to the Cloud
Elevate experiences by moving operations to the cloud
Improve Compliance
Protect your consumers with pre-built compliance solutions
Proactive Customer Engagement
Elevate customer satisfaction with proactive conversational AI
Consumer demand for self-service has only intensified during the pandemic. Nearly two-thirds of CIOs (65%) have seen an increase in the use of self-service by customers or the general public, and 79% expect that usage to continue to grow, according to the Gartner CIO Agenda 2021. Already, some eight out of 10 enterprises today offer at least one self-service app, Forrester has found.
The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.
Shawn Smith, a system analyst at nonprofit health care company Cambia Health Solutions, works mainly with customer service teams. When he stepped into his role more than two years ago, Cambia’s quality evaluations were completed via a recording application and then documented in Word, Excel and OneNote. The organization’s quality program became an immediate focus for Smith, he said.
For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious.
♪Oh, the weather outside is frightful♪… and so are the wait times for customers in the contact center! The snow has started falling and decorations are popping up in storefronts around town. This can mean only one thing…’tis the season for e-commerce mayhem! With customers choosing to do their shopping online instead of braving the crowds of shoppers, the human element of shopping at a brick-and-mortar store has largely disappeared. Speaking with a contact center agent might be the only time a customer ever deals with a real person, replacing the traditional salesperson and customer service interactions. CXone makes sure that these experiences remain genuine and personalized no matter which channel they are on.
For all the challenges the workforce has faced during the COVID-19 pandemic, there have been a few shifts that are actually good news for employees. In early 2020, millions of employees became full-time remote workers, a first for many of them—and for many contact centers as well. In an industry that has typically been reliant on in-person facilities, nearly 75% of contact centers now allow employees to work from home, with nearly four in 10 saying they will definitely continue agent work-from-home programs for agents and another third say they probably will continue them.
Artificial intelligence (AI) has transformed organizations across industries, and perhaps nowhere are we seeing its transformative powers so clearly as in customer relationship management. AI is increasingly enabling organizations to improve customer service, improve customer loyalty and free customer service agents to focus on higher-value tasks. In doing so, AI unlocks a wide range of benefits, from reduced costs and improved employee retention to higher revenue and increased customer satisfaction.
