NICE has announced the next generation of CXone Mpower, its next-generation AI platform for automated customer service. The solution was first launched in June this year. NICE believes that the platform goes a step beyond automation to empowerment. The platform takes advantage of domain-specific AI and LLMs, using real-time data and powering contextual insights in real-time.
Barry Cooper, President of NICE’s CX Division, says, “By 2025, the future of customer service will be fully automated, turning contact centres from traditional cost centres into profit centres. With advancements in AI, automation will handle most customer interactions – efficiently resolving issues, offering proactive support, and even driving upsell opportunities.
“Businesses will not only benefit from reduced operational costs but will also unlock new revenue streams through personalised AI-driven engagements. The shift will be transformative, with AI enhancing both customer satisfaction and the bottom line, as contact centres evolve into critical revenue-generating hubs.”
Automation is a top priority for many organisations. Research by the Federal Reserve Bank of Atlanta that asked CFOs, found that 80% of large and 60% of all businesses plan to adopt labour-replacing automation over the next 12 months. 88% of CFOs said their main motivation for automation is to optimize business processes.
NICE believes that CXOne Mpower delivers a step change in automation. It enables organisations to design, build and operate Customer Service automation at scale. The orchestration platform combines workflows, agents and knowledge within a single unified platform.
What has NICE done to CXone Mpower
CXone Mpower extends the already market-leading CXone architecture. The new capabilities enable the 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.
The press release does not make clear exactly what the new capabilities contained within this release are. The release infers that users can leverage copilots to help create workflows and build AI agents. Role-based security and configurable guardrails enable organisations to ensure that AI Agents are created with good intent.
Cooper added, “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.”
Enterprise Times: What does this mean
NICE has reinvigorated its CXone Mpower platform, but the press release does not clearly separate what is new and what is existing within the Mpower platform. Enterprise Times could also not locate anything about the new release on the NICE website.
Will it provide further information about the solution and what it can and has done for existing users? CXone Mpower is, however, an impressive platform. It will be interesting to see how NICE customers are taking advantage of the new platform. Will they push the boundaries of automation within customer services with generative AI and other automation technology?
