NICE has announced additional features for its CXone Mpower platform.
The revamped AI solution promises to do something that has “never been done before,” by implementing automation across the entirety of the customer service journey.
The vendor explained that the changes will allow enterprises to design, build, and manage all aspects at every customer service touchpoint – enabling a fully automated, end-to-end CX offering.
Users will also benefit from new architectural services, which help to streamline workflow integration across front, mid, and back office operations; coordinate AI and human agents; and unify customer service knowledge, AI models, and system integrations.
NICE believes that the latest enhancements take CXone Mpower “beyond traditional automation,” allowing the tool to deliver fully automated customer interactions that are “predictive” and “proactive.”
In discussing the news, Barry Cooper, President of the CX Division at NICE, explained how the changes to his company’s platform would help transform contact centers into “profit centers.”
“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.
So, let’s take a closer look at some of the other features of the newly revamped platform.
CXone Mpower
When Mpower was first launched back in June, the company touted it as the “world’s first and only CX-aware AI platform,” with one NICE exec labeling it the “Holy Grail” of CX.
The platform was created by bundling NICE’s existing CCaaS (CXone) and AI suite (Enlighten), which included Enlighten Actions, Autopilot, and Copilot.
Among these features, Enlighten XM stood out as the tool responsible for making Mpower “CX-aware.”
Enlighten XM integrates conversation data, metadata, and analytics from the contact center ecosystem. This enables service teams to better understand customer journeys and preferences, allowing them to create more detailed customer profiles.
The latest enhancements build on these capabilities by consolidating data, knowledge, and AI models into a single intelligent hub.
This allows CXone Mpower to offer “robust” role-based access control and advanced guardrail management.
In addition, the solution benefits from access to NICE’s domain-specific customer service AI models, which allow businesses to harness large language models (LLMs) for real-time, personalized insights across every workflow and interaction.
Contact centers can also use CXone Mpower to expand the “open architecture” of CXone and equip employees with an adaptive copilot to streamline workflows and improve productivity.
Moreover, the platform supports the rapid creation of advanced AI agents using customer service-specific AI capabilities.
More NICE News
At the beginning of the month, NICE’s rumored acquisition of Playvox was confirmed when the latter rebranded itself on social media as “Playvox by NICE.”
With the acquisition, NICE absorbs one of its major competitors in the Workforce Engagement Management (WEM) sector.
Playvox has expanded its market presence significantly, particularly after acquiring workforce management provider Agyle Time in 2021.
Elsewhere, back in September, NICE was named as part of a $578mn megadeal between Services Australia and Optus to implement a CCaaS solution and related connectivity services.
The solution, Optus Cloud Contact, is powered by NICE CXone, a leading CCaaS platform recognized in recent Gartner Magic Quadrant and Forrester Wave reports.
Optus Cloud Contact incorporates CXone’s advanced features, including multi-channel support, workforce engagement management (WEM), and AI-driven solutions.
