The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.
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 10th consecutive year and is positioned furthest on Completeness of Vision.
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 10th consecutive year and is positioned furthest on Completeness of Vision.
CXone Mpower Platform
Platform Overview
Complete AI platform for customer service automation
Enlighten AI
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
Learning & Insights
On-Demand Webinars
Browse our extensive webinar catalog
Interactive Product Tours
Explore the complete platform with our self-guided demos
Blog
CX industry guidance by contact center experts
Why NiCE? Video Series
Step Inside The Room Where It Happened to see CX AI in action
NiCE & Simple: Video Demo Series
Brilliant, bite-sized videos from our top product pros
Interaction Orchestration
Workforce Augmentation
Service Automation
By Industry
By Industry
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 Business Initiative
Integrations & Custom Solutions
Integrations & Custom Solutions
91% of customers recommend NiCE as a preferred CCaaS vendor
Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.
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 Agent Notetaking
Instantly summarize interactions - accelerating resolution times and agent 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
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.
For many years, contact centers have strived to enable agents to manage their own performance and own their learning and development. As work-from-home and hybrid work models become the new norm, the business case for agent empowerment has become more compelling.
For contact center agents, the past year has certainly not been easy. That’s why leading companies are looking at how they can use automation to address the pressures agents have experienced working from home and dealing with massive call volumes from distressed angry customers seeking reassurance from a human voice.
The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate.
Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service?
Employee engagement is the new buzz-phrase for organizations. Everybody wants the benefits of employee engagement, but many are going about it the wrong way. By its nature, “engagement” connotes a two-way relationship. The question is what comes first? It’s a bit like the old chicken or egg conundrum. Do we expect employees to engage with the organization or do we expect the organization to engage with employees?
Political scientist Phillip Tetlock spent nearly 20 years asking experts about their predictions for political outcomes, and what he found “mildly traumatized” pundits, according to The Economist: The predictions made by the group of mostly political scientists and economists he queried were only marginally more accurate than random guesses.
July 2, 2025
AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences
July 1, 2025
Create a streamlined world: Where tickets and data live in one place
June 24, 2025
The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
June 18, 2025
Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly
June 17, 2025
Building a NiCE world: The stories making the world brighter
