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.
