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Platform
CXone Mpower Platform
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
Dashboards & Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
Integrations
Seamlessly connect your business systems with our platform
Trust & Compliance
Securing your trust with every interaction
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.
Calculate your savings
Products
- Explore all Products
- Capabilities
- Workflow Orchestration
  Workflow Orchestration
  Evolve from interaction management to workflow orchestration across the entire organization.
  Learn more
  Omnichannel Routing
  Reduce wait times and boost conversions with smart customer-agent matching.
  Proactive Engagement
  Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.
  AI Orchestrator
  Unify and optimize every customer service workflow from intent to fulfillment.
  Agent Desktop Workspace
  Connect front and back office teams with data, conversations, and workflows together in one place.
- Workforce Augmentation
  Workforce Augmentation
  Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.
  Learn more
  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.
  Voice of the Customer
  Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.
  Interaction Analytics
  Gain AI-powered insights from 100% of interactions to drive continuous improvement.
- Service Automation
  Service Automation
  Go beyond answering questions to fully automate customer intent through fulfillment.
  Learn more
  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.
  Proactive AI Agent
  Keep customers engaged in conversation from onboarding to installation, service, and retention.
  Knowledge Management
  Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.
- Solutions
- By Business Initiative
  By Business Initiative
  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
- Integrations & Custom Solutions
  Integrations & Custom Solutions
  CXexchange Marketplace
  Discover partner solutions to extend capabilities on our platform
  Pre-Built Integrations
  Seamlessly connect your business systems with our platform
  Developer Tools & APIs
  Endless customization options with RESTful APIs and robust SDKs
  Partner Ecosystem
  Embark on a journey of shared success and collaboration
  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.
  Get report
- View All Products
Industries
By Industry
BPO
Business Process Outsourcers
Financial Services
Customer experiences that count
Government
Elevate citizen trust
Healthcare
Healthy patient experiences
Insurance
Secure policyholder experiences
Retail
Delight customers where they shop
Telecom
CX for Telecommunications
Travel & Hospitality
Boost traveler and guest loyalty
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.
Calculate your savings
Services
Explore all Services
Professional Services
Professional Services
Industry-leading expertise, tools and know-how
Implementation Partners
NICE-certified implementation partners
Business Consulting
Your partner for successful transformation
Training
Contact Center Training
Tailored education delivered by CX experts
Support & Assistance
Customer Support
Global support you can depend on
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.
Get report
Resources
Knowledge Base
All Resources
Whitepapers, datasheets, demos and more
Analyst Perspectives
Contact center reports from third party analysis
Terms Glossary
Detailed descriptions of industry-related terms
FAQs
Contact center focused frequently asked questions
Guides
Expert insights for superior CX
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
Community
Events
Upcoming events and webinars
Customer Stories
Our customer's success is paramount. Read case studies about real CX transformation
NiCE Clubs
Collaborate, learn, and share best practices for customer service excellence
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.
Calculate your savings
Company
Company
About Us
Powering seamless cloud experiences
Investors
Investors relations, reports and filings
Global Offices
Interactive map of locations worldwide
Careers
View job openings and learn about our culture
NiCE Leadership
Meet our global leadership and executive team
News & Media
Events
Upcoming events and webinars
Press Releases
Find the latest updates from NiCE
Media Center
Media contacts and resources
Corporate Governance
NiCE Trust Center
Securing your trust with every interaction
Market Leadership
Discover why NiCE is the market leader
Corporate Responsibility
In a world where you can be anything, be NiCE
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.
Get report

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© 2025 NiCE

One AI platform.
Endless CX possibilities.

NiCE Marketecture

All your CX needs on one platform

Purpose-built AI for CX

Automatically deliver spot-on, conversational interactions from intent all the way to fulfillment, driven by thousands of domain-specific CX AI models and GenAI.

See how

Integrations

Integrate any and every technology you use with hundreds of prebuilt integrations, your pick of partners, and no-code/low-code development to make the platform your own.

See more

Cloud Architecture

Optimize and scale your operations with 40+ apps built on a secure and reliable cloud.

Discover how

Dashboards & Reporting

Make faster decisions based on real-time and historical data by seeing all your AI-driven CX insights in one place.

Explore further

Trust & Compliance

Build customer trust and stay secure and compliant with around-the-clock monitoring and encryption, plus an SLA guarantee.

AI-Enhanced Voice

Eliminate language barriers for conversations that flow with the power of AI.

Two market leaders unite to accelerate the
future of AI-first customer experience.

Transform CX with an
AI-first platform

Go beyond interaction management. Orchestrate workflows that connect people, AI, and processes so your entire organization can anticipate, adapt, and deliver seamlessly on every customer need.
Learn more
Leave outdated tools behind. Equip employees with specialized copilots and real-time intelligence that elevate performance, enabling people and AI to work as one unified team across front, mid, and back office.
Learn more
Transform service into effortless experiences. From intent to fulfillment, AI agents built for CX learn from your data and insights—making every interaction smart, fast, and intuitive.
Learn more

Real execution, real transformation, real results

89%

faster average response time

+15%

revenue per call

75%

saved on technology costs

+25%

increase in operational efficiency

+51%

of interactions resolved by self-service

+15

CSAT points increase in score

NiCE Named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service For 11th Consecutive Year

NiCE Named a Leader in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service For 11th Consecutive Year

Find out why NICE was recognized as a Leader with the highest score in the Strategy category.

Find out why NICE was recognized as a Leader with the highest score in the Strategy category.

NiCE named a worldwide Leader in 2024 IDC MarketScape CCaaS report

NiCE named a worldwide Leader in 2024 IDC MarketScape CCaaS report

Redefine customer service with
the ultimate AI platform

Go from manual to automated, from reactive to proactive, and from generic to purpose-built

See what global CX leaders are saying

See All Case Studies

Hastings Direct speeds to CX success with NiCE CXone Mpower

26%

productivity gain

£2 million

in cost savings potential identified

Disney Streaming brings four major brands together with NiCE CXone Mpower

10k

agents worldwide

Near-Zero

downtime achieved

Marriott consolidates tech and gains interoperability with NiCE CXone Mpower

80+

Advancements in 6 weeks on the platform

Improved

system monitoring and trouble shooting

Dive deeper into the latest insights on unlocking CX AI transformation at scale

Analyst-Backed Strategies: 10 CX AI Insights for Executive Decision-Makers

Analyst-Backed Strategies: 10 CX AI Insights for Executive Decision-Makers

One AI Platform to Automate Customer Service

One AI Platform to Automate Customer Service

How a unified AI platform compounds intelligence to deliver exponential value

How a unified AI platform compounds intelligence to deliver exponential value

Frequently Asked Questions

Ready to deliver next level customer experiences?

AI Platform for CX

One AI platform to improve CX at scale

Purpose-built AI for CX at the core powers every experience on an open and flexible AI platform.

View Demo Request a Quote

The world’s best brands trust NiCE to power 15B+ interactions a year

CXone Mpower is an AI platform built in the cloud, easily integrated with any technology to deliver intelligent and modern customer experiences. With enterprise-ready security and compliance, it supports GDPR, FedRAMP, and sovereign data requirements. The platform is scalable and highly available and delivers multi-region disaster recovery for reliable, AI-driven operations.

The CXone Mpower AI platform protects your brand with enterprise-grade security protocols and the highest compliance standards to safeguard your sensitive customer data. With encrypted communications, secure data storage, and continuous monitoring, you’ll always be compliant with your industry’s regulatory requirements.

Designed for flexibility, the CXone Mpower AI platform offers extensive API support and prebuilt connectors to integrate with your CRM, ERP, and other enterprise software. You can connect any legacy system and automate workflows for problem-free machine learning for customer service.

Easy—it’s built for the cloud. With a complete, modular architecture, the platform simplifies technology stacks, eliminates data silos, and delivers enterprise-grade security and scalability. You can adapt to any legacy or emerging technology for intelligent automation without worrying about performance or reliability.

Bring any knowledge base you want, including Salesforce, SharePoint, Zendesk, Confluence, and more. We’ve got you covered.

Yes. CXone Mpower makes external chatbots feel right at home in both voice and digital channels.

Yes. CXone Mpower can integrate with your AI-led agent assistance tool with prebuilt integrations and easy-to-create connections. It also supports custom agent assist endpoints.