AWS has partnered with NICE to close the gap between the contact center and the broader enterprise.
The collaboration does this by first making CXone Mpower – NICE’s flagship CCaaS product – available on the AWS Marketplace.
There, businesses can discover, purchase, and implement Mpower, accelerating procurement and deployment cycles.
Mutual customers may also receive a consolidated bill and maximize the ROI of their cloud spend.
Yet, this is just the beginning. With NICE now on the AWS cloud, the two companies have committed to co-innovation.
Notably, they’ve pledged to streamline complex processes that flow in and out of the contact center to enable “smarter, faster, and more connected experiences.”
In doing so, AWS and NICE floated the possibility of connecting Amazon Q and MPower.
Such a connection could allow NICE to serve up critical communications data for Amazon Q to democratize across the organization.
Furthermore, Amazon Q may even take data signals from enterprise systems and have them trigger actions within NICE Mpower to enable end-to-end workflow automation.
As a result, the contact center can become a central component of the enterprise tech ecosystem.
That’s an exciting possibility. Another is combining Mpower with Amazon Bedrock, which could allow businesses to leverage custom LLMs and AI models to power AI use cases across the CCaaS platform.
Heralding these collaboration opportunities, Chris Grusz, Managing Director of Technology Partnerships at AWS, said: “NICE’s customer experience expertise combined with AWS’s cloud and AI capabilities creates a powerful relationship that helps businesses transform their operations.
By bringing CXone Mpower to AWS Marketplace and deepening our technical integration, we’re making it simpler for organizations to implement intelligent automation at scale, ultimately delivering better experiences for their customers while achieving greater operational efficiency.
That scale is critical as organizations aim to move beyond proof of concepts and into production.
Across the enterprise, this has proven to be a pervasive problem. Contact centers are no exceptions, with transformations often stuck in “hybrid stagnation”. This is where some locations use the old system, and some leverage the latest version.
Indeed, scaling change has proven problematic. Collaborations like this between AWS and NICE will help, giving businesses more opportunities to apply AI in ways that fit their needs.
The collaboration also offers organizations more flexibility as they consider new solutions and approaches. For Barry Cooper, President of the CX Division at NICE, that’s crucial.
“Organizations are under pressure to unify fragmented service operations and unlock the full value of AI,” he said.
Through our collaboration with AWS, we’re addressing this urgent need—bringing together industry-leading AI and cloud capabilities to help businesses automate customer service workflows end-to-end, with the speed, flexibility, and scale today’s environment demands.
Of course, some may raise an eyebrow at the news. After all, AWS has its own CCaaS product – Amazon Connect – and NICE is perhaps its most prominent competitor.
Nevertheless, its ultimate goal is to get organizations onto its cloud and leveraging its AI. This announcement will help the SaaS giant in this regard.
Meanwhile, the announcement also signals a more collaborative NICE, with the CCaaS juggernaut building deeper relationships with enterprise tech giants to extend its value.
That goal is critical for NICE and its new CEO, Scott Russell, who shared his vision for the company with CX Today in January 2025.
Since then, NICE has also announced a landmark partnership with ServiceNow to rethink CCaaS-CRM integrations. Subscribe to CX Today and stay tuned for an analysis of that partnership.
