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NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI platform for customer service automation

    • Trust & Compliance

      Ensure secure, reliable, and compliant customer service operations

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities on our platform

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Developer Portal

      Endless customization options with RESTful APIs and robust SDKs

    • User Communities

      Collaborate, learn, and share best practices for customer service excellence

    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.

    Learn more

  • Products

    • AI for Customer Experience

      AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

      Learn more

      • Enlighten Autopilot

        Elevate customer self-service with an AI-powered virtual agent

      • Enlighten Copilot

        Empower agents and supervisors with powerful AI to drive productivity

      • Enlighten Actions

        Unlock complex data with generative AI for CX leaders

      • Enlighten AutoSummary

        Automate notetaking with Gen AI to summarize every interaction

      • Enlighten AI Routing

        Match customers to their perfect agent for improved business results

      • Enlighten AI for Complaint Management

        Protect your organization from reputational and financial risks

      • Enlighten AI for Sales Effectiveness

        Increase conversion rates and grow revenue with real-time analysis

      • Experience Optimization (Enlighten XO)

        Learn from all interactions with AI that builds smart self-service

      • Enlighten AI for Customer Satisfaction (CSAT)

        Gain insights on agent soft-skill behaviors on every interaction

    • Digital & Self Service

      Digital & Self Service

      Friction-free customer experiences driven by conversational AI

      Learn more

      • Enlighten 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

    • Journey Orchestration & Routing

      Journey Orchestration & Routing

      Seamless customer journeys across voice and digital channels

      View Products

      • Enlighten Actions

        Unlock complex data with generative AI for CX leaders

      • Omnichannel Routing

        Connect customers to the ideal resource, the smart way

      • Enlighten AI Routing

        Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

      • 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 Engagement & Management

      Workforce Engagement & Management

      Robust applications to optimize the employee experience (WEM)

      Learn more

      • 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

    • CX Analytics

      CX Analytics

      Actionable insights to continuously enhance the customer experience

      Learn more

      • Experience Optimization (Enlighten XO)

        Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Enlighten 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

    • Agent Assist

      Agent Assist

      AI-driven tools for real-time agent guidance and coaching

      Learn more

      • 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

      • Enlighten AutoSummary

        Automate agent notetaking with the power of generative AI to summarize every interaction

      • Knowledge Management

        Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

    • Open Cloud Platform

      Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

      Learn more

      • 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

      • Pre-Built Integrations

        Increase value with pre-integrated applications, UCaaS and CRM adapters

      • FedRAMP

        Give your government agency the tools to act smarter and respond faster

      • Voice as a Service (VaaS)

        Connect agents and customers with cloud-optimized voice & data services

      • Elevate AI

        Improve your customer conversations with accurate STT transcription

      • Multipath to CXone

        Connect vital enterprise infrastructure to our cloud gradually and safely

      • Unified Communications as a Service (UCaaS)

        Unify your contact center with the rest of the organization

  • Solutions

    • By Industry

      By Industry

      • Healthcare

        Healthy patient experiences

      • Retail

        Delight customers where they shop

      • Financial Services

        Customer experiences that count

      • Insurance

        Secure policyholder experiences

      • Telecom

        CX for Telecommunications

      • Travel & Hospitality

        Boost traveler and guest loyalty

      • Government

        Elevate citizen trust

      • BPO

        Business Process Outsourcers

    • 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

      • 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

    • 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

  • 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

    • Self-Led Training

      Professionally developed training courses

    • 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 10th 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

    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

  • 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

    Join us at the Largest CX Event of the Year!

    Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

    Register now

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    Company

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    • CCaaS
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    • NICE Public Safety
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    Partners

    • NICE Partners Overview
    • Developer Partners (DEVone)
    • CXone Partner Portal
    • NICE Help Partner Portal
    • NICE User Group

    Customer Support

    • Customer Support Overview
    • CXone Support Login
    • NICE Customer Support

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    © 2024 NICE

    Case Studies

    Best Practice: Making the Business Case for Cloud Contact Center

    Overview

    Looking to deploy a cloud contact center? Hear how NICE Customer, GANT Travel went about making the business case.

    Get case study