NICE Announces Strategic Alliance with Deloitte Digital to Enhance Customer Experience Workflows Through AI and Automation
NICE (Nasdaq: NICE) and Deloitte Digital have announced a strategic alliance aimed at transforming customer service through AI and automation. The partnership focuses on implementing end-to-end AI-powered service solutions to enhance customer experience workflows.
The collaboration leverages NICE's CXone Mpower platform, an AI-powered solution designed to manage complex operations with enhanced precision and scale. The platform enables businesses to control and customize their customer service workflow with brand-specific guardrails.
Deloitte Digital will contribute its industry expertise to implement NICE's product portfolio, offering comprehensive services from strategy development to daily operations. The alliance aims to help organizations create more personalized and proactive customer interactions while boosting productivity through cost-effective solutions.
NICE (Nasdaq: NICE) e Deloitte Digital hanno annunciato un'alleanza strategica mirata a trasformare il servizio clienti attraverso l'IA e l'automazione. La partnership si concentra sull'implementazione di soluzioni di servizio complete alimentate dall'IA per migliorare i flussi di lavoro dell'esperienza cliente.
La collaborazione sfrutta la piattaforma CXone Mpower di NICE, una soluzione basata sull'IA progettata per gestire operazioni complesse con maggiore precisione e scala. La piattaforma consente alle aziende di controllare e personalizzare il proprio flusso di lavoro del servizio clienti con parametri specifici per il marchio.
Deloitte Digital contribuirà con la propria esperienza di settore per implementare il portafoglio prodotti di NICE, offrendo servizi completi dallo sviluppo della strategia alle operazioni quotidiane. L'alleanza mira ad aiutare le organizzazioni a creare interazioni con i clienti più personalizzate e proattive, aumentando al contempo la produttività attraverso soluzioni economiche.
NICE (Nasdaq: NICE) y Deloitte Digital han anunciado una alianza estratégica destinada a transformar el servicio al cliente a través de IA y automatización. La asociación se centra en implementar soluciones de servicio integrales impulsadas por IA para mejorar los flujos de trabajo de la experiencia del cliente.
La colaboración aprovecha la plataforma CXone Mpower de NICE, una solución impulsada por IA diseñada para gestionar operaciones complejas con mayor precisión y escala. La plataforma permite a las empresas controlar y personalizar su flujo de trabajo de servicio al cliente con límites específicos de la marca.
Deloitte Digital aportará su experiencia en la industria para implementar el portafolio de productos de NICE, ofreciendo servicios integrales desde el desarrollo de estrategias hasta las operaciones diarias. La alianza tiene como objetivo ayudar a las organizaciones a crear interacciones con los clientes más personalizadas y proactivas, al tiempo que aumenta la productividad a través de soluciones rentables.
NICE (Nasdaq: NICE)와 Deloitte Digital은 AI와 자동화를 통해 고객 서비스를 혁신하는 것을 목표로 하는 전략적 제휴를 발표했습니다. 이 파트너십은 고객 경험 워크플로를 향상시키기 위해 AI 기반의 종합 서비스 솔루션을 구현하는 데 중점을 두고 있습니다.
이번 협력은 복잡한 운영을 보다 정밀하고 대규모로 관리하기 위해 설계된 NICE의 CXone Mpower 플랫폼을 활용합니다. 이 플랫폼은 기업이 브랜드별 가이드라인에 따라 고객 서비스 워크플로를 제어하고 맞춤화할 수 있도록 합니다.
Deloitte Digital은 NICE의 제품 포트폴리오를 구현하기 위해 산업 전문성을 기여하며, 전략 개발부터 일상 운영까지 포괄적인 서비스를 제공합니다. 이 제휴는 조직이 보다 개인화되고 능동적인 고객 상호작용을 창출하고, 비용 효율적인 솔루션을 통해 생산성을 높이는 데 도움을 주는 것을 목표로 합니다.
NICE (Nasdaq: NICE) et Deloitte Digital ont annoncé une alliance stratégique visant à transformer le service client grâce à l'IA et à l'automatisation. Ce partenariat se concentre sur la mise en œuvre de solutions de service alimentées par l'IA pour améliorer les flux de travail de l'expérience client.
La collaboration s'appuie sur la plateforme CXone Mpower de NICE, une solution alimentée par l'IA conçue pour gérer des opérations complexes avec une précision et une échelle accrues. La plateforme permet aux entreprises de contrôler et de personnaliser leur flux de travail de service client avec des garde-fous spécifiques à la marque.
Deloitte Digital apportera son expertise sectorielle pour mettre en œuvre le portefeuille de produits de NICE, offrant des services complets allant du développement de la stratégie aux opérations quotidiennes. L'alliance vise à aider les organisations à créer des interactions client plus personnalisées et proactives tout en augmentant la productivité grâce à des solutions rentables.
NICE (Nasdaq: NICE) und Deloitte Digital haben eine strategische Allianz angekündigt, die darauf abzielt, den Kundenservice durch KI und Automatisierung zu transformieren. Die Partnerschaft konzentriert sich auf die Implementierung von End-to-End KI-gestützten Service-Lösungen zur Verbesserung der Kundenservice-Workflows.
Die Zusammenarbeit nutzt die CXone Mpower-Plattform von NICE, eine KI-gestützte Lösung, die entwickelt wurde, um komplexe Abläufe mit höherer Präzision und Skalierbarkeit zu verwalten. Die Plattform ermöglicht es Unternehmen, ihren Kundenservice-Workflow mit markenspezifischen Richtlinien zu steuern und anzupassen.
Deloitte Digital wird sein Branchenwissen einbringen, um das Produktportfolio von NICE zu implementieren, und umfassende Dienstleistungen von der Strategieentwicklung bis zum täglichen Betrieb anbieten. Die Allianz zielt darauf ab, Organisationen dabei zu helfen, personalisierte und proaktive Kundeninteraktionen zu schaffen und gleichzeitig die Produktivität durch kosteneffiziente Lösungen zu steigern.
- Strategic partnership with major consulting firm Deloitte Digital expands NICE's market reach
- Integration of NICE's CXone Mpower platform with Deloitte's expertise strengthens product offering
- Partnership enhances service delivery capabilities and implementation support for clients
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Insights
NICE's strategic alliance with Deloitte Digital represents a positive development for the company's enterprise market strategy. This partnership pairs NICE's AI-powered CXone Mpower platform with Deloitte's consulting expertise and implementation capabilities, creating a stronger value proposition for enterprise customers seeking to transform their customer service operations.
The collaboration provides NICE with significant advantages in the competitive CX software market. First, it leverages Deloitte Digital's extensive client relationships across multiple industries, potentially accelerating enterprise adoption of NICE's solutions. Second, Deloitte's implementation expertise addresses a critical barrier to technology adoption, potentially shortening sales cycles and increasing deal sizes.
From a competitive standpoint, this type of strategic alliance helps differentiate NICE in a crowded market that includes players like Genesys, Verint, and Salesforce. The partnership also represents an implicit validation of NICE's technology from a major consulting firm, enhancing its credibility with enterprise buyers.
While financial terms and specific growth targets aren't disclosed, similar strategic alliances typically drive incremental revenue growth through expanded market reach and accelerated implementation timelines. As organizations increasingly prioritize customer experience transformation while managing costs, NICE's AI-powered automation solutions aligned with Deloitte's consulting approach addresses a growing market need.
This alliance addresses a significant technology challenge in the customer experience space – bridging the gap between advanced AI capabilities and practical business implementation. NICE's CXone Mpower platform provides the technological foundation with AI-powered automation for complex operations, while Deloitte brings the industry-specific knowledge needed to customize and implement solutions effectively.
The partnership highlights an important evolution in customer service technology. Rather than focusing solely on efficiency, the combined offering emphasizes predictive and personalized interactions – a key differentiator as basic automation becomes commoditized. The mention of "brand-specific guardrails" for NICE's AI platform acknowledges the increasing importance of maintaining brand identity while automating customer interactions.
From a technical perspective, the end-to-end approach combining strategy, implementation and operations addresses the fragmentation that has challenged many customer experience transformation initiatives. By formalizing their collaboration, NICE and Deloitte can create more seamless integrations between technology and business processes.
This partnership model reflects a broader trend where specialized technology vendors partner with consulting firms to enhance enterprise adoption. For NICE, this approach helps overcome the technical complexity barriers that often limit the implementation of advanced AI solutions, particularly in large organizations with complex legacy systems.
New alliance allows Deloitte Digital and NICE to elevate customer service automation through predictive and personalized interactions
As businesses continue to recognize how critical each touchpoint for a customer is, the need for an intuitive and simple technologically focused customer service platform is more evident than ever. Deloitte Digital and NICE each offer revamped solutions, fueled by AI that takes on the growing challenge of transforming their current setup. These solutions are designed to boost productivity and create more personalized and proactive interactions.
“Our clients understand the need to refresh their customer service in an age of increased technology transformation due to the business potential it unlocks,” said Stephanie Arnette, Ecosystems & Alliances leader, Deloitte Digital, and principal, Deloitte Consulting LLP. “This collaboration with NICE showcases the commitment we are making to help clients improve their customer experience with cost-effective solutions. In turn, our collaboration will allow our clients to develop more meaningful interactions each step of the way with their customers.”
Equipped with brand-specific guardrails, NICE offers its CXone Mpower platform, which is powered by AI and manages complex operations with enhanced precision and scale. This grants businesses the ability to control the design and build of their customer service workflow.
"Implementing an automated customer service model is crucial in today's fast-paced environment, as it allows businesses to provide timely and efficient support to their customers,” said Barry Cooper, President of the CX Division, NICE. “In addition to advanced technology, it requires a strategic approach that factors in the needs of your customers. Teaming up with Deloitte Digital highlights our focus to help ensure a seamless and personalized customer service experience.”
Through this alliance, Deloitte Digital and NICE formalize their collaboration to help clients transform their customer service experience with Deloitte’s deep industry knowledge applied to NICE’s broad product portfolio and technological capabilities, from strategy, “hands-on” implementation, to daily operation of their solution stack.
About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
View source version on businesswire.com: https://www.businesswire.com/news/home/20250325605660/en/
Patty Bloom
Public Relations
Deloitte Consulting LLP
+1 312 371 9647
pbloom@deloitte.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
FAQ
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