Nice

NICE CXone Mpower enables organizations to automate customer service and engagement through advanced AI and analytics. At its core, the platform collects interaction data across channels, applies purpose-built AI models to generate insights, and automates workflows to deliver personalized service at scale. It combines conversational AI, agent assistants, workforce tools, and omnichannel routing all on a secure cloud platform.

Core Strengths:

• Unifies customer interactions across voice, email, chat, SMS, and messaging channels.
• Automates service workflows from intent to fulfillment using AI.
• Includes conversational and agentic AI capabilities to automate and augment service.
• Embeds real-time dashboards and analytics for CX performance.
• Prebuilt integrations and APIs support extensibility and system connectivity.
• Cloud-native architecture with secure, scalable operations.
• Intelligent routing and predictive engagement features.

Use Cases & Applications:

• Automated customer support via AI and human agents.
• Self-service automation with AI bots.
• Omnichannel engagement across voice, chat, SMS and more.
• AI-augmented agent assistance to enhance live support.
• Contact center performance analytics and reporting.