NICE Unveils CXone Mpower, The Ultimate CX-Aware AI Offering, Providing Continuous, Memory-Driven Human and AI Collaboration
June 11 2024 - 7:30AM
Business Wire
CXone Mpower is the only complete CX AI
offering enabling advanced augmentation, seamless skill transfer
between humans and AI and advanced AI memory-based awareness
NICE (Nasdaq: NICE) today announced the launch of
CXone Mpower, bringing the entirety of CXone together with Copilot,
Autopilot and Actions to create the world’s first and only CX-aware
AI platform. CXone Mpower harnesses new and proprietary AI,
including continuous experience memory and CX awareness, to bridge
the experience perception gap between what organizations can
deliver and what customers expect.
By injecting contextual insights at precise moments across the
customer journey and utilizing interconnected data and applications
to inform optimal outcomes, organizations can thrive in today's
customer-centric landscape.
Delivering a competitive edge for CX
CXone Mpower responds to organizations’ demand for a complete CX
AI offering. It unlocks the force multiplier effect of CX AI by
addressing the following three mission-critical areas for CX
organizations:
- Immediate Augmentation: With smart, memory-driven AI,
CXone Mpower supercharges employee performance with copilot and
automation capabilities, injecting augmented intelligence across
employee workflows to enable employees to work smarter and faster,
but not harder.
- Advanced Skillability: CXone Mpower 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.
- Fully Aware Proactive Service: CXone Mpower connects to
every touchpoint and application in an organization to achieve full
perception. It transforms operational norms with full CX-awareness
to provide personalization at scale by proactively recommending
actions, optimizing processes, and devising creative
solutions.
Barry Cooper, President, CX Division, NICE, said, “CXone
Mpower is the holy grail of CX. It lets businesses achieve it all.
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.”
Robin Gareiss, CEO and Principal Analyst, Metrigy, said,
“Metrigy’s research validates the need for an offering like CXone
Mpower. CX leaders don’t want AI in siloes; they want it to move
effortlessly through workflows and customer journeys. In 2023, 30%
of customer interactions flowed back and forth between agent and
AI; that’s projected to rise to 54% by 2026. This is where CXone
Mpower will shine. By continuously improving AI at all touchpoints,
both in real-time and historically, customer satisfaction and agent
productivity will improve significantly.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
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 Mr. Cooper, 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 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; changes in technology and market requirements; 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 delays in
absorbing and integrating acquired operations, products,
technologies and personnel; 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 breaches against the Company; 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, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240611678712/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
NICE (NASDAQ:NICE)
Historical Stock Chart
From Sep 2024 to Oct 2024
NICE (NASDAQ:NICE)
Historical Stock Chart
From Oct 2023 to Oct 2024