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: