Achieve it all with CXone Mpower.
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
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.
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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.
Autopilot
Elevate self-service experiences with an AI-powered virtual agent that guides customers
Conversational AI & Chatbots
Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally
Knowledge Management
Meet customers with knowledge and ensure they receive the right content, wherever they are
Proactive Conversational AI
Keep customers engaged in conversation from onboarding to installation, service, and retention
Web & Mobile Engagement
Remove friction across the digital journey by proactively delivering the right guidance at the right time
Interactive Voice Response (IVR)
Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service
Experience Optimization (Enlighten XO)
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service
Proactive Dialer
Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience
Digital & Voice Channels
Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout
Social, Chat & Messaging
Engage website visitors in conversations on their channel of choice
Workforce Management
Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down
Quality Management
Deliver better customer experiences through streamlined processes and actionable, AI-based feedback
Performance Management
Meet your organizational goals while engaging employees through personal coaching and gamification
Interaction Recording & Management
Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance
Supervisor Workspace
Turbocharge supervisors to make agile decisions, streamline workflows and improve performance
Dashboard & Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
Automated Agent Augmentation
Automatically detect automation opportunities, and effortlessly build automation processes as needed
Playvox by NICE
Seamlessly integrate with CRMs to efficiently manage your workforce
Experience Optimization (Enlighten XO)
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service
Actions
Unlock complex data with generative AI for CX leaders
Dashboard & Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
Feedback Management
Discover actionable insights from omnichannel customer feedback to improve customer satisfaction
Interactions Analytics
Analyze every interaction to understand operational trends and agent performance
Desktop & Process Analytics
Understand and confidently select the processes that will contribute most to your performance success
Omnichannel Agent Desktop
A unified agent workspace provides everything agents need to handle all interactions
Agent Assist Hub
Easily integrate applications that help turn every one of your agents into a customer service superstar
Real-Time Guidance
Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction
Security & Compliance
Secure your data and enjoy industry-leading guaranteed uptime
Resiliency & Reliability
Keep your contact center up and running with dynamic elasticity
CXexchange Marketplace
Discover partner solutions to extend capabilities on our platform
Developer Tools & APIs
Endless customization options with RESTful APIs and robust SDKs
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
Transform CX with AI
Identify behaviors that drive frictionless customer experiences
Drive Digital Transformation
Integrate digital technology at the center of CX
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
“In the toughest working environment in memory for most organizations, 2021 Stevie Award winners still found ways to innovate, grow sales, please their customers, and secure new business.” Maggie Gallagher, Stevie Awards president.
The company was recognized as a Top Rated software in the Contact Center Operations, Sales Dialer and Call Recording categories.
“For its strong overall performance, NICE inContact is recognized with Frost & Sullivan’s 2020 Competitive Strategy Innovation and Leadership Award.” Federico Teveles, ICT Analyst.
NICE inContact was recognized as the highest-ranking contact center software product in seven different categories in G2’s “Best of” 2021 software awards. The company outranked competitors in Small Business Products, Mid-Market Products, Enterprise Products, Customer Service, EMEA Sellers, Software Sellers and Software Products.
“In the wake of the COVID-19 pandemic, the cloud has emerged as a powerful tool to ensure business continuity amid rapidly changing industry environments. Leading cloud-based contact center solutions providers are enabling contact centers to take advantage of the lessons learned from 2020 and thrive in the years to come.” Donna Fluss, president DMG Consulting.
The 2020 Australia Cloud Contact Center Growth Excellence Frost Radar Award is awarded to recipients based on innovation scalability, research and development, product portfolio, mega trends leverage, customer alignment, growth pipeline, vision and strategy, sales and marketing, revenue growth, and market share growth.
These awards recognize companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments within the contact center industry.
These awards recognize out-of-the box approaches to cloud contact center infrastructure.
These awards honor individuals or teams who have made a commitment to driving superior contact center and customer experience performance.
“Buyers have a wide range of Contact Center options to choose from,” said Megan Headley, VP of Research at TrustRadius. “NICE inContact CXone earned a Best of award for usability based directly on feedback from their customers. Reviewers on TrustRadius highlight the product’s easy call management, reporting, and dashboard features”
“The race to expand and enhance capabilities is highly competitive among all the vendors. NICE CXone led the industry in Capabilities in the 2021 Ventana Research Contact Center in the Cloud Value Index, achieving strong results thanks to its rich combination of interaction handling, analytics and agent management tools.” Keith Dawson, VP & Research Director of Ventana Research.
Research and consulting firm, Metrigy, gave top honors to NICE CXone Expert in its report evaluating customer self-service knowledge bases.
NICE CXone has been named a Leader for the seventh consecutive year and is the only Leader in both CCaaS and WEM reports…
NICE’s Enlighten AI recognized for predictive and behavioral AI insights that deliver competitive and measurable real-world results.
Research and consulting firm, Metrigy, gave top honors to NICE in multiple key categories:
Conversational AI Contact center platforms