Latest news with #MpowerAgents
Techday NZ
6 days ago
- Business
- Techday NZ
NiCE & AWS deepen AI partnership to power CX automation
NiCE has announced an expansion of its collaboration with Amazon Web Services (AWS) to drive intelligent automation through its CXone Mpower platform, introducing enhanced integration with various AWS artificial intelligence (AI) offerings. The collaboration aims to accelerate the deployment and scaling of AI-powered customer service solutions by combining NiCE's customer service automation expertise and interaction data with AWS's cloud and AI technology. The effort is focused on enabling end-to-end automation across enterprises using NiCE's CXone Mpower solution and AWS services like Amazon Bedrock, Amazon Q, and Amazon SageMaker. Expanded integration NiCE and AWS are integrating generative AI services across the CXone Mpower platform to enable automation throughout enterprise workflows. The initiative covers several use cases, including automated AI agent creation, intelligent workflow orchestration and real-time AI-supported guidance for employees. With the integration, Mpower Agents will allow businesses to deploy AI agents instantly and without coding or prompt engineering, tailored to each organisation's specific needs. Using Amazon Q index, these agents access the latest policy, product and case information for accurate responses. Training on rich customer experience data is enabled through Amazon SageMaker, ensuring continuous learning from best practices and high-performing interactions. The platform also features CXone Mpower Orchestrator, which integrates with Amazon Q Business to connect enterprise systems, applications and data. This functionality enables more personalised, seamless customer journeys by breaking down operational silos, delivering real-time decisions using the AWS Nova family of large language models for various objectives such as speed, accuracy and business impact. The CXone Mpower Copilot tool supports agents, supervisors and leaders with real-time AI-powered assistance, aiming to streamline tasks and support productivity. AWS's global infrastructure underpins this function, allowing deployments with low latency and high availability across different geographies. Leadership comments NiCE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation. Together, we're delivering enterprise-wide automation, turning vision into action across the front, middle and back office. Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale. According to Barry Cooper, President of the CX Division at NiCE, the collaboration is designed to deliver broad automation and responsive AI agents that adjust and function efficiently at enterprise scale. Mila D'Antonio, Principal Analyst at Omdia, described the collaboration as an example of complementary capabilities, stating: "This collaboration is a textbook case of complementary strengths coming together: NiCE has the domain depth, the data, and the AI maturity in CX; AWS has the tools, infrastructure, and generative AI firepower. The result is innovation like Mpower Agents that are enterprise-ready, context-aware, and built to scale, delivering automation with both intelligence and impact." Customer reaction Taylor Mobley, Chief Revenue Officer at Bamboo Insurance commented on the partnership's impact: "This collaboration between NiCE and AWS is raising the bar for what's possible with AI in the enterprise. By combining deep expertise with powerful technology, it will help us move faster, work smarter, deliver more value across the board, and ultimately provide a better, more personalised experience for our customers." The director of customer experience at Vera Bradley, Susan Campbell, noted the partnership's ongoing evolution: "We're always excited to see the innovative things we can do with CXone Mpower... and we know CXone Mpower will evolve with us, so we can continue to improve the customer experience—even into the future. I feel like NiCE wants to make us a better version of ourselves. And there aren't a lot of other companies that really invest in thought leadership, especially around how AI will forever change the face of the contact center." AWS perspective Rohan Karmarkar, Managing Director, Partner Solution Architecture at AWS, said the partnership broadens the capabilities available to businesses: "At AWS, we're committed to providing the capabilities to help businesses with AI-powered transformations. By combining Amazon Bedrock, Amazon Q, and our Nova family of LLMs with NICE's CXone Mpower, we're enabling enterprises to deploy intelligent automation that's both powerful and purpose-built for real customer challenges. This collaboration with NICE demonstrates how AWS's generative AI capabilities can help accelerate innovation at scale across customer experience workflows." The announcement follows a trend among enterprise technology providers to incorporate generative AI features in customer experience platforms, seeking to streamline operations, improve accuracy, and personalise customer engagement through scalable technologies.
Business Wire
17-06-2025
- Business
- Business Wire
NiCE Launches CXone Mpower Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment
HOBOKEN, N.J.--(BUSINESS WIRE)-- NiCE (Nasdaq: NICE) today announced the launch of CXone Mpower Agents, a groundbreaking innovation that enables fully automated, AI agents to be created and deployed in seconds and immediately work across the customer service ecosystem – from self-service to mid-office approvals to back-end fulfillment. Mpower Agents make use of CXone Mpower's proprietary CX AI models, trained on rich use case-specific data and optimized workflows based on the actions of the best employees. They actively move across systems, trigger actions and work together with humans and other AI agents to automate entire service workflows. Mpower Agents don't just function differently; they're created differently, with automation at the core. Unlike traditional build-heavy approaches, CXone Mpower identifies high-impact automation opportunities across front, middle, and back office operations and delivers the intelligence to instantly generate Mpower AI agents using outcome-based, no-code prompts in the Mpower AI Studio. These agents tap into the full CXone Mpower ecosystem, including APIs, Knowledge, Experience Memory, Channels, and Enlighten Models, and can be built in seconds to support employees via Mpower Copilot or serve customers directly via Mpower Autopilot. From processing claims to approving refunds, Mpower Agents work within orchestrated workflows to drive real business outcomes with minimal manual effort. These AI Agents become a seamless extension of the business, adapting to a business' unique tone, policies and procedures. With built-in vibe-coding, business users can easily tailor each agent's personality and communication style to reflect the brand—no technical expertise required. The result is seamless, no-code orchestration boosting self-service, task assistance and operational efficiency across the Customer Experience domain. 'AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases,' said Maribel Lopez, Principal Analyst at Lopez Research. 'What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office. NiCE's Mpower Agents aim to solve previous issues by focusing on intelligent automation." 'There's a big difference between AI that talks and AI that gets things done,' said Barry Cooper, President, CX Division, NiCE. 'While others are building agents that mimic conversations, we're building agents that fulfill customer needs—end to end. Whether it's a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That's what separates intelligent automation from intelligent distraction.' About NiCE NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. Trademark Note: NiCE and the NiCE logo are trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking Statements This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the 'Company'). In some cases, such forward-looking statements can be identified by terms such as 'believe,' 'expect,' 'seek,' 'may,' 'will,' 'intend,' 'should,' 'project,' 'anticipate,' 'plan,' 'estimate,' or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in general economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; rapid changes in technology and market requirements; the implementation of AI capabilities in certain products and services, decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or effectively integrating acquired operations; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security incidents; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, including those arising from political instability or armed conflict that may disrupt our business and the global economy; our ability to recruit and retain qualified personnel; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the 'SEC'). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
