NICE Unveils Groundbreaking CX-Aware AI Platform

NICE has introduced its latest innovation, the CXone MPower solution, which aims to significantly enhance overall customer experience performance. This new offering combines NICE’s CXone, Copilot, Autopilot, and Actions tools to create what the company calls the “world’s first and only CX-aware AI platform.”

By merging these solutions into one comprehensive package, MPower is able to provide advanced augmentation, seamless skill transfer between humans and AI, and improved AI memory-based awareness. Users can also take advantage of the solution’s AI-leveraging capabilities, which allow for contextual insights to be added at crucial points throughout the customer journey.

Barry Cooper, President of the CX Division at NICE, praised the achievement of his team, describing MPower as the “holy grail of CX.” Cooper highlighted that this offering allows businesses to achieve a new level of customer experience by bringing together all of NICE’s solutions in one transformative package.

The CXone MPower solution focuses on three core components to deliver on its promise: Immediate Augmentation, Advanced Skillability, and Fully Aware Proactive Service. The solution enhances employee performance through smart, memory-driven AI to streamline workflows and optimize processes. It also enables dynamic skill transfer between humans and AI, creating personalized experiences at scale by proactively recommending actions and creating new solutions.

Robin Gareiss, CEO and Principal Analyst at Metrigy, applauded NICE’s latest solution for addressing the issue of AI silos. Gareiss emphasized the importance of AI seamlessly integrating into workflows and customer journeys to enhance customer satisfaction and agent productivity.

In other NICE CXone news, the company recently secured its largest contract to date for its CCaaS platform, NICE CXone, with a contract worth over 0 million with an APAC-based enterprise. This deal will involve replacing several long-standing on-premise platform providers and deploying NICE’s Enlighten suite, including Copilot, Autopilot, and Actions tools, to bring virtual assistants, virtual agents, and enhanced reporting capabilities to the organization.

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