Launched in June 2024, NICE Mpower is a comprehensive platform for customer service teams.
The offering bundles the vendor’s CXone contact center solution with its Enlighten AI.
By leveraging these solutions on a single platform, NICE empowers enterprises to design, build, and manage “every aspect” of customer service.
Indeed, Mpower is a comprehensive product that also features journey orchestration, security, and workforce engagement management (WEM) solutions.
Yet, AI is the element that NICE foregrounds, highlighting its longtime prowess in automation and deep well of industry-specific, anonymized data that powers its AI innovations.
With these differentiators, NICE aims to grab the AI revolution by its horns, solidify its place at the forefront of the contact center market, and usher in the next generation of contact centers.
In doing so, Mpower will help transform contact centers from the “cost centers” into the “profit centers” they were meant to be, according to Barry Cooper, President of the CX Division at NICE.
NICE Mpower: What’s Included?
Think of NICE Mpower as an all-in-one AI-powered contact center suite.
While many rivals may describe their solution similarly, NICE centralizes several data streams to support its AI.
Indeed, the native Enlighten XM (Experience Memory) solution combines customer conversation data, metadata, and analytics from the organization’s CX ecosystem.
As a result, Mpower customers gain an increased understanding of a customer’s journey and preferences.
In doing so, NICE aims to provide a deeper understanding of a customer’s journey and preferences, knowledge that supports live and AI agents.
Yet, that is just one of the core features of Mpower. Alongside the conventional CCaaS capabilities, here are some of the others to look out for.
Journey Orchestration
Some contact center solutions require companies to connect different tools for automation, analytics, and workforce management. Instead, Mpower breaks down silos by bringing everything together in one omnichannel suite.
Add in customer journey orchestration, and companies can more easily design, test, and deploy customer service experiences that blend channels, humans, and AI.
Innovative Human-AI Collaboration
NICE Mpower allows business leaders to create experiences that start with a virtual agent and seamlessly hand off to a live agent – or vice versa.
For instance, an AI agent may first gather information pertinent to the customer’s request as they’re in the queue. The agent may then pass that information over to a live agent, so they can take control over the call.
But, this human-AI collaboration isn’t limited to contact handling. Another example is a quality assurance team using AI to unpack agent performance trends, which they can then leverage to create personalized coaching plans.
The possibilities for this collaboration across workforce management, reporting, and beyond extend across the platform.
Customizable NICE Mpower Agents
With Mpower, companies can build custom, autonomous virtual agents powered by in-house data stores and knowledge sources.
These agents don’t require any training, but NICE offers a testing space, intuitive guardrails, and a modular, intent-based approach to ensure AI accuracy.
Additionally, NICE offers live rep assistance via AI agents.
Indeed, these agents can recall previous conversations, learn over time, and gradually improve human performance by suggesting next-best actions and surfacing relevant knowledge articles during conversations.
Finally, Mpower agents may automate post-call summaries and even assist supervisors in developing contact center reports.
End-to-End Security and Controls
Inside Mpower, companies also get access to “compliance-ready” automation workflows and templates to help them adhere to data retention and storage regulations.
There are also comprehensive access controls to minimize data risks.
Meanwhile, through the unified administration interface, business leaders maintain complete control over all of their agents (human and AI), recordings, integrations, and customer data.
Flexible Open Architecture
Built on the CXone ecosystem, NICE Mpower provides organizations with a multi-tenant, cloud, open platform, ready to integrate with their existing tools.
There’s also a DEVone Ecosystem that features 250 APIs to connect Mpower with “trusted, fully integrated” applications.
Other Key Features of NICE Mpower
While the exact features available to Nice Mpower customers do vary based on the plan a company chooses, some key additional capabilities include:
- Journey mapping
- Workforce management (WFM)
- Quality assurance (QA)
- Voice of the Customer (VoC)
- Conversational analytics
- Reporting tools
- Co-browsing
- Screen and call recording
- Universal queuing and routing
NICE Mpower Pricing: How Much Does it Cost?
Before now, NICE offered companies six packages for its CXone platform, with the most comprehensive option (the Complete Suite) costing $209 per month per agent.
However, many customers also had to purchase elements of the Enlighten AI ecosystem separately, leading to higher costs.
The NICE Mpower pricing structure aims to address this issue by unifying CXone and Enlighten features into one combined package: the CXone Mpower Ultimate Suite.
However, there may still be additional usage-based charges for each copilot or autopilot session used. Let’s break down the core plans.
CXone Mpower Digital Agent
Priced at $71 per month per agent, this is the NICE Mpower digital-first package, with common data sets and models, a unified administration and user interface, and digital agent routing for over 30 channels.
Users also get dedicated agent and supervisor workspaces, prebuilt reports and dashboards, and comprehensive digital recording and storage tools.
CXone Mpower Voice Agent
Created for companies that want to take voice interactions to the next level in the contact center, this package costs $94 per month per agent.
It combines the CXone multi-tenant cloud platform with all the key features of the Digital agent plan (aside from the 30+ digital channels).
Users also get a self-service voice IVR system (with no-code configuration), and voice recording and storage features (to replace the digital recording capabilities).
CXone Mpower Omnichannel Agent
For $110 per month per user, the Omnichannel agent plan combines digital and voice channels for a truly unified omnichannel experience.
Just like the two plans above, this package gives users access to all of the universal queuing, administration, and user interface features, dedicated agent and supervisor workspaces, and intelligent reports and dashboards.
It also ensures companies can easily capture all forms of communication, from screens to voice, for end-to-end compliance and training solutions.
CXone Mpower Essential Suite
The first of the more comprehensive NICE Mpower packages, the Essential suite combines all the features of the omnichannel agent plan with new capabilities for $135 per month per user.
Companies also get screen recordings for voice and digital interactions, quality management workflows with automated interaction distribution, coaching, and self-assessment tools.
Plus, users still get access to the dedicated supervisor and agent workflows, pre-built and customizable dashboards and reports, and advanced AI features.
CXone Mpower Core Suite
For $169 per month per user, the Core suite builds on the features of the Essential suite with omnichannel forecasting and scheduling for advanced workflow management.
Users also get a mobile scheduling app with auto approvals and enhanced performance visualization tools.
Plus, supervisors can take advantage of adherence and time utilization insights, as well as a comprehensive view of agent KPIs, trends, and metrics.
CXone Mpower Complete Suite
The Complete Suite, for $209 per month, includes all the features of the Core suite, plus AI-driven omnichannel analytics, sentiment analysis tools, and out-of-the-box dashboards and reporting.
Moreover, it empowers companies to capture the voice of the customer through IVR and quality workflows, and collect contextual and conversational feedback.
Users can then add extra features for knowledge management, agent augmentation, AI-powered self-service, and automated interaction capabilities.
CXone Mpower Ultimate Suite
Finally, for $249 per user per month, users get all the benefits of the complete suite, plus the bonus of Enlighten AI capabilities mentioned above.
With this plan, users can design, build, and optimize “every element” of the customer service experience with end-to-end AI and automation.
Additionally, they get access to pre-built Mpower agents, customization tools, and solutions for building brand-specific guardrails.
NICE Mpower: Leading NICE Into Its Next Era
In 2024, Zeus Kerravala, Principal Analyst at ZK Research, claimed that NICE is the “800-pound gorilla” in the CCaaS space.
Yet, the CCaaS market is about to experience quite the upheaval, thanks to the transformation potential of AI.
Mpower is the offering that NICE is staking its future on, so keep an eye on it. There will be lots more innovation to come!
