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NICE Connects All Elements of CX with Launch of CXone Mpower


While most companies have some elements of a customer experience (CX) program in place, they frequently fail to integrate all elements of the customer relationship. Sometimes solutions are siloed in the contact center, though customer interactions happen outside of it. Often, agents need to toggle between applications to properly serve customers, wasting time and increasing the chance of errors. Because of these limitations, there may be a gap between what organizations can deliver and what customers today expect.

To bridge the gap, NICE recently announced the launch of CXone Mpower, a solution designed to bring the entirety of the company’s CXone solution together with Copilot, Autopilot and Actions to create what the company is calling “the world’s first and only CX-aware AI platform.” CXone Mpower uses new and proprietary AI technology, including continuous experience memory and CX awareness.

The new solution injects contextual insights at precise moments across the customer journey and uses interconnected data and applications to inform optimal outcomes, according to NICE, allowing organizations to thrive in today's customer-centric landscape.

With smart, memory-driven AI, CXone Mpower aims to supercharge employee performance with copilot and automation capabilities, injecting augmented intelligence across employee workflows to enable employees to work smarter and faster, but not harder. In addition, the solution enables dynamic skill transfer between humans and AI through “skillability” and reverse-prompting. Infusing automated intelligence into CX operations, CXone Mpower enables virtual agents to understand consumer intents, remember their preferences and resolve issues with even greater cognitive awareness and efficiency as top-performing employees.

“CXone Mpower is the holy grail of CX. It lets businesses achieve it all,” said Barry Cooper, President of the CX Division for NICE, in a statement. “This is a culmination of the relentless innovation NICE has driven in the last decade, bringing all our solutions together in a single, transformative offering. CXone Mpower is a rich convergence of CXone’s interaction-centric platform, our best-of-breed solutions and Enlighten’s purpose-built AI for CX, supercharging employees, driving super AI-powered interactions and exponentially boosting overall performance.”

Edited by Alex Passett
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