NICE Expands CXone Mpower – The Ultimate AI Hyper Platform for Customer Service Automation

Rhea-AI Summary

NICE has launched the next generation of CXone Mpower, an advanced AI platform for customer service automation. This expanded platform enables enterprises to design, build, and operate automation for workflows, agents, and knowledge at scale and precision. Key features include:

1. Seamless integration of workflows across front, mid, and back office
2. Orchestration of AI and human agents as one
3. Consolidation of customer service knowledge, AI models, and integrations
4. Proactive augmentation with adaptive copilots for all employees
5. Rapid, automated development of sophisticated AI agents
6. Consolidation of data, knowledge, and AI models into a single intelligent hub
7. Robust role-based access control and advanced guardrail management

CXone Mpower aims to transform traditional interactions to be predictive, proactive, and automated, setting a new industry standard for customer service automation.

Positive

• Launch of next-generation CXone Mpower platform for advanced customer service automation
• Enables end-to-end CX automation across all customer service journey touchpoints
• Integration of AI and human agents on a single platform for improved efficiency
• Proactive augmentation with adaptive copilots to enhance productivity
• Consolidation of data, knowledge, and AI models into a single intelligent hub
• Leverages domain-specific AI models trained in customer service

Negative

• None.

Insights

Tech Expert

NICE's expansion of CXone Mpower represents a significant leap in customer service automation technology. The platform's ability to integrate workflows across front, mid and back offices while orchestrating AI and human agents is a game-changer. Key innovations include:

• Seamless integration of workflows across all office levels
• Orchestration of AI and human agents as a unified force
• Consolidation of customer service knowledge, AI models and integrations
• Proactive augmentation with adaptive copilots for all employees
• Rapid development of sophisticated AI agents using domain-specific capabilities

This comprehensive approach addresses the growing demand for labor-replacing automation, with 60% of businesses and 80% of large enterprises planning to adopt such technologies. The platform's ability to leverage domain-specific AI models trained in customer service, combined with real-time contextual insights, positions NICE as a leader in the CX automation space.

Market Research Analyst

The launch of CXone Mpower's next generation aligns perfectly with current market trends and CFO priorities. With 88% of CFOs citing process optimization as their main motivation for automation, NICE is tapping into a significant market opportunity. The platform's end-to-end CX automation capabilities address the increasing demand for operational efficiency and cost reduction in customer service.

This move could potentially increase NICE's market share and revenue streams, as it positions the company at the forefront of the CX automation revolution. The integration of advanced AI capabilities, including the use of large language models (LLMs), sets NICE apart from competitors. However, the success of this platform will depend on its adoption rate, ease of implementation and the tangible ROI it can deliver to enterprises. Investors should monitor customer acquisition rates and revenue growth in NICE's CX division as indicators of CXone Mpower's market impact.

CXone Mpower revolutionizes AI for customer service on a unified hyper platform, enabling enterprises to design, build and operate automation for workflows, agents and knowledge at scale and precision

HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) today launched the next generation of CXone Mpower. CXone Mpower adds numerous advanced services to the already market leading CXone architecture that are foundational for delivering full-scale customer service automation. These new architectural services enable seamless integration of workflows between front, mid, and back office, orchestration of AI and human agents as one, and consolidation of customer service knowledge, AI models, and integrations. CXone Mpower delivers a step change in customer service automation, transforming traditional interactions to be predictive, proactive, and automated.

60% of all businesses and 80% of large businesses plan to adopt labor-replacing automation over the next 12 months, according to a recent survey of CFOs. Additionally, nearly 88% of CFOs said their main motivation for automation is to optimize business processes. CXone Mpower goes beyond traditional automation, enabling enterprises to design, build and operate every element across every customer service journey touchpoint, delivering true end-to-end CX automation.

CXone Mpower expands the robust and open architecture of CXone and enables full orchestration of human and AI agents on a single platform. Through proactive augmentation, all CXone Mpower employees are equipped with an adaptive, proactive copilot designed to enhance all customer service workflows and boost productivity. CXone Mpower also enables rapid, automated development of sophisticated AI agents using customer service domain-specific AI capabilities.

CXone Mpower sets a new industry standard with unique new capabilities across the platform by consolidating data, knowledge, and AI models into a single intelligent hub. The platform provides robust role-based access control and advanced guardrail management. By leveraging NICE’s domain-specific AI models trained in customer service, businesses can unlock the full potential of large language models (LLMs). Businesses can inject real-time, contextual insights into every workflow and interaction for unmatched personalization.

Barry Cooper, President CX Division, NICE, said, “For C-suite leaders, the vision of fully automated customer service has been an ambitious goal—until now. By adding these foundational services to the architecture of CXone Mpower, we’re delivering something that has never been done before: an AI platform that fully integrates automation across every aspect of customer service, transforming contact centers from cost centers into true profit centers. CXone Mpower achieves operational efficiency at a scale previously unimaginable. CXone Mpower is a result of our unmatched investment in innovation and is designed to take CX to the next level.”

Read more about CXone Mpower here.

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: http://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 Middle East that may disrupt our business and the global economy; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

View source version on businesswire.com: https://www.businesswire.com/news/home/20241021875125/en/

Corporate Media

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

What new features does NICE's CXone Mpower platform offer for customer service automation?

NICE's CXone Mpower platform offers seamless integration of workflows across front, mid, and back office, orchestration of AI and human agents as one, consolidation of customer service knowledge and AI models, proactive augmentation with adaptive copilots, rapid development of AI agents, and a single intelligent hub for data, knowledge, and AI models.

How does NICE's CXone Mpower platform aim to transform traditional customer interactions?

NICE's CXone Mpower platform aims to transform traditional customer interactions to be predictive, proactive, and automated. It enables enterprises to design, build, and operate automation for workflows, agents, and knowledge at scale and precision, setting a new industry standard for customer service automation.

What percentage of businesses plan to adopt labor-replacing automation according to the NICE (NICE) press release?

According to the press release, 60% of all businesses and 80% of large businesses plan to adopt labor-replacing automation over the next 12 months, based on a recent survey of CFOs.

How does NICE's CXone Mpower platform address the need for operational efficiency in contact centers?

NICE's CXone Mpower platform achieves operational efficiency at an unprecedented scale by fully integrating automation across every aspect of customer service. It transforms contact centers from cost centers into profit centers by enabling end-to-end CX automation and leveraging advanced AI capabilities.