NICE has launched an “industry-first” solution to deliver end-to-end customer service automation: CXone Mpower Orchestrator.
Announced at Enterprise Connect 2025, the solution layers over CXone, the CCaaS solution NICE has rearchitected over the past two years.
In doing so, the vendor has embedded AI across its “entire” platform, including its proprietary Enlighten AI.
With Mpower Orchestrator, NICE extends its AI ambitions, connecting its CCaaS platform to third-party applications, orchestrating the workflows that run between them, and applying automation.
Moreover, Orchestrator aims to analyze and optimize processes dynamically, proactively isolating and implementing improvements across the service ecosystem.
“Traditional deployments have often led to siloed workflows, complicating the customer experience,” noted Elizabeth Tobey, VP of Marketing at NICE.
CXone MPower Orchestrator solves this by unifying AI-driven processes across the enterprise, ensuring seamless connectivity between workflows, agents, and knowledge.
There are many key features of MPower Orchestrator that enable this. Examples include:
- Workflow Insights – This tool provides service leaders with a comprehensive view of operations, highlighting key metrics such as volume, automation, containment, and resolution rates. Using Enlighten AI models, it proactively identifies emerging issues and suggests remedies, allowing leaders to take action in real time.
- Workflow Orchestrator – By analyzing historical and real-time data, Orchestrator recommends AI and human agent interactions that optimize workflows. Users can test proposed changes before implementation, ensuring data-driven decision-making that improves operational efficiency.
- Autopilot Conversation Flow – Orchestrator builds AI agent workflows by leveraging past successful interactions. This ensures automated conversations replicate best practices, eliminating the need for manual creation while allowing for continuous optimization.
- Reverse Feedback and Experience Memory (XM) – Human agents provide feedback to refine AI responses, ensuring continuous learning and improvement. XM maintains a 360-degree view of customer interactions, enabling proactive enhancements to workflows and customer service operations.
Mpower Orchestrator also boasts a copilot-like design, with NICE positioning the solution as intuitive, so extensive training is not necessary.
Industry experts have commended this approach. For instance, Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, said: “Announcing NICE CXone Mpower Orchestrator at Enterprise Connect gives attendees the opportunity to see the solution live on the show floor.
It is a powerful way to understand how every stage of a customer journey – from self-service inquiry to live agent interaction and – ultimately – workflow completion can be orchestrated with a single platform built on CX AI.
Even more impressive is how each AI-assisted interaction can be used to continually perfect how a brand interacts with its customers.
Indeed, as the technology evolves, NICE believes Orchestrator will help businesses adapt, scale, and continuously improve as AI transforms the customer service space.
For many, such a possibility seems a world away. After all, “Customer service leaders are drowning in AI and automation tools that create more complexity instead of delivering real efficiency,” noted Barry Cooper, President of the CX Division at NICE,
CXone Mpower Orchestrator changes the game—eliminating silos, unifying operations, and giving businesses a single, intelligent view of every customer service workflow.
“Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator enables leaders to proactively identify automation opportunities, optimize processes, and drive efficiency like never before,” he concluded.
Elsewhere, NICE recently released an AI Calculator to calculate how much time and money contact centers could save with AI.
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