NiCE is the latest big-name tech provider to launch AI agents, announcing “CXone Mpower Agents”.
The vendor claims that businesses can build and deploy their first Mpower Agents “in seconds”.
However, what really separates this offering – as announced at NiCE Interactions 2025 – from what came before is how the agents can collaborate with those in other systems.
By doing so, they can scrape context from other enterprise solutions and trigger actions from within them to automate more complex queries.
As such, NiCE increases the scope of self-service, mechanizing long-tail resolution flows that require mid-office approvals and back-office fulfilment.
In making this point, Barry Cooper, President of the CX Division at NiCE, stated: “There’s a big difference between AI that talks and AI that gets things done.
While others are building agents that mimic conversations, we’re building agents that fulfil customer needs, end to end.
“Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses,” he summarized. “That’s what separates intelligent automation from intelligent distraction.”
To further support this intelligent automation, NiCE promises its solution will help dig up “high-impact” intents. In other words, the contact center’s most prominent demand drivers.
Alongside each intent, NiCE delivers intelligence for brands to build a corresponding AI agent. They can do this through written, outcome-based prompts in the Mpower AI Studio.
Once built, the agents feed from the Mpower ecosystem, including its data, APIs, and Experience Memory graph, enabling more personalized interactions.
Meanwhile, they follow best practices around tone, policies, and procedures, with NiCE also allowing businesses to build a persona and communications style for their AI agents.
Here, NiCE enables some flex, so agents respond in a suitable manner, based on the customer’s intent, tone, and urgency. However, NiCE doesn’t believe in fully autonomous contact center AI… yet.
Instead, the vendor advocates for AI agents that follow carefully orchestrated flows, across which businesses can limit their autonomy in making key decisions.
NiCE enables this via the Mpower Orchestrator, through which contact centers can also chain these AI agents together to automate multi-step resolution flows.
For Maribel Lopez, Principal Analyst at Lopez Research, many of these capabilities help set CXone Mpower Agents apart from competitive agentic AI solutions.
“AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases,” she said.
What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office.
“NiCE’s Mpower Agents aim to solve previous issues by focusing on intelligent automation,” concluded Lopez.
One final differentiator NiCE spotlights is in the underlying AI engine that powers the Mpower Agents, as it’s trained on case-specific data, which may help agents better adapt and automate.
NiCE Taps AWS to Boost Its Mpower Agents
In May, NiCE partnered with AWS, making its contact center solutions available on the cloud giant’s marketplace and establishing a commitment to co-innovation.
Again, this co-innovation centers on enabling cross-functional automations that support end-to-end service automation.
Now, the fruits of that collaborative labor are starting to show, with NiCE leveraging many aspects of the AWS ecosystem to its advantage.
For starters, NiCE has connected its Mpower Agents with the Amazon Q index, a solution that pools information across various applications. These include Google Drive, Salesforce, Dropbox, SharePoint, and many others.
By tying Mpower Agents with this index, they can consider policies, product info, and case histories – typically sprawled across numerous applications – when formulating customer responses.
Another key enabler of the agents is Amazon SageMaker, which allows them to continually learn by tracking high-performing live reps and extract patterns from successful contact resolutions.
Then, there’s the new connection between NiCE Mpower Orchestrator and Amazon Q Business Orchestrator.
Think of Mpower Orchestrator as train tracks, guiding the AI agents to operate within NiCE CXone. The Amazon Q Business Orchestrator extends these train tracks into the broader enterprise, enabling businesses to plot out service resolution journeys that span enterprise systems.
Amazon Nova, the family of large language models (LLMs), can help agents reason across these systems, again supporting end-to-end service processes.
Celebrating fast-moving collaboration, Cooper said: “NiCE brings decades of deep customer service expertise, rich data, and a proven AI-based foundation. AWS brings enhanced scale, infrastructure, and generative AI innovation.
Together, we’re delivering enterprise-wide automation, turning vision into action across the front, middle, and back office.
A final notable outcome of the partnership so far is that AWS now supports the Mpower Copilot with its global infrastructure, ensuring low latency and high availability worldwide.
Alongside the bolstered AWS relationship, NiCE also announced a collaboration with Snowflake at Interactions 2025, pulling the contact center closer to the broader enterprise.
