NICE Unveils CXone MPower Solution to Boost Customer Experience Performance
NICE, a leader in customer experience solutions, has recently unveiled its latest innovation – the CXone MPower solution. This new offering combines NICE’s CXone, Copilot, Autopilot, and Actions tools to create what they are calling the “world’s first and only CX-aware AI platform.”
The CXone MPower solution promises to “exponentially boost” overall customer experience performance by delivering advanced augmentation, effortless skill transfer between humans and AI, and enhanced AI memory-based awareness. Users will also benefit from the solution’s AI-leveraging capabilities, which allow for contextual insights to be inserted at key moments throughout the customer journey.
Barry Cooper, President of the CX Division at NICE, described CXone MPower as the “holy grail of CX,” praising the innovation and transformative capabilities of the solution. He stated that it brings together all of NICE’s solutions in a single offering, supercharging employees, driving AI-powered interactions, and boosting overall performance.
The CXone MPower solution is built on three core components:
1. Immediate Augmentation: Using smart, memory-driven AI, CXone MPower boosts employee performance through copilot and automation features. This integration of augmented intelligence into employee workflows helps employees work smarter and faster without additional effort.
2. Advanced Skillability: The solution facilitates dynamic skill transfer between humans and AI using “skillability” and reverse-prompting. By integrating automated intelligence into CX operations, virtual agents can understand consumer intents, remember preferences, and resolve issues efficiently.
3. Fully Aware Proactive Service: By integrating with every touchpoint and application within an organization, CXone MPower delivers comprehensive CX awareness. This enables personalized experiences at scale by proactively recommending actions, optimizing processes, and creating new solutions.
Robin Gareiss, CEO and Principal Analyst at Metrigy, commended NICE’s latest solution for its ability to tackle silos and seamlessly integrate AI into workflows and customer journeys. Metrigy’s research validates the need for offerings like CXone MPower, as customer interactions increasingly flow between agents and AI.
In addition to the CXone MPower solution, NICE has also announced its largest-ever deal for its CCaaS platform, NICE CXone, with a contract worth over $100MN. This contract with an APAC-based enterprise will see NICE replacing several on-premise platform providers and deploying its Enlighten suite, which includes virtual assistants powered by generative AI, virtual agents, and enhanced reporting capabilities.
Overall, NICE’s latest innovations in customer experience solutions are set to revolutionize the way businesses interact with their customers, providing advanced AI capabilities and seamless integration for a truly transformative customer experience.
