News
The Gist
- Infusing CX and AI. NICE's CXone Mpower introduces memory-driven AI to enhance customer interactions and improve employee productivity through human-AI collaboration.
- Unified Communications. The new 1CX platform offers a UCaaS solution that integrates with NICE’s CXone for improved organizational communication.
- Enhanced customer experience strategy. These innovations from NICE provide advanced tools that intend to optimize customer journeys and streamline communication.
LAS VEGAS — NICE hopes to be the cool kid on the artificial intelligence in customer experience block in the scorching desert heat this week.
The Ra'anana, Sharon, Israel-based CX provider took its show on the road this week at the Fontainebleau Las Vegas hotel for its NICE Interactions conference where it unveiled CXone Mpower, an AI platform designed to merge human and AI interactions through memory-driven and context-aware AI capabilities.
Announced today and showcased on stage in the morning (Pacific time) at the conference, CXone Mpower integrates advanced AI functionalities with NICE's CXone platform, a Contact-Center-as-a-Service (CCaaS) offering.
Where CX Meets AI, Again
This new offering aims to bridge the gap between organizational delivery capabilities and customer expectations by leveraging contextual insights and interconnected data. This is achieved through three core features:
- Immediate Augmentation: CXone Mpower employs smart, memory-driven AI to enhance employee productivity by providing real-time support and automation.
- Advanced "Skillability": The platform facilitates skill transfer between humans and AI, enabling virtual agents to learn and adapt based on customer interactions.
- Fully Aware Proactive Service: By connecting to every organizational touchpoint, CXone Mpower offers a comprehensive view of the customer journey with the intention to provide personalized and efficient customer experience.
Barry Cooper, president of NICE’s CX Division, described CXone Mpower as a culmination of years of innovation, combining their best solutions. And it's also another double-down on AI — appropriate in this town — for a company that stamps AI all over its web branding.
"CXone Mpower is the holy grail of CX," he said in a statement. "It lets businesses achieve it all."
Robin Gareiss, CEO and principal analyst at Metrigy, added that the platform’s integration across workflows and customer journeys will significantly enhance customer satisfaction and agent productivity.
Related Article: NICE Prepares for New Leadership as CEO Barak Eilam Plans Departure
Streamlining Communication in the Digital Era
In another announcement in the 100-degree-plus desert this week, NICE unveiled 1CX, a Unified Communications as a Service (UCaaS) solution priced at $5 per user per month. This new offering integrates with NICE's CXone platform.
The solution provides:
- Voice, Messaging and Video Collaboration: 1CX supports a range of communication channels, including voice, SMS/MMS and video conferencing, all integrated within a cloud-based system.
- Omnichannel Cloud PBX: The platform offers a cloud PBX with support for both hard and soft phones.
NICE CEO: Getting at Heart of Experience Perception
Barak Eilam, CEO of NICE, opened things up here in Vegas in his keynote, talking about NICE's evolution into cloud software away from on-premises.
He discussed the quest for creating great experiences in customer service and support, saying that to solve a decades-long CX problem, it comes down to the deep-rooted understanding of what he refers to as the "experience perception defined between organizations and consumers."
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As for NICE software, the company's Copilot software makes agents "10 times better." He showed some impressive functionality that summarizes quickly a customer's entire history with a brand.
As for AI, the roles between human and AI are reserved, he said, "and it is now our workforce who is augmenting the AI as an orchestrator. (An agent's) role is now enhanced to monitor dozens of humans and AI agents in real time at a critical moment."
Agents can exhange skills and knowledge with AI-infused agent interactions, with a "new powerful capability, reverse prompting," Eilam said. The AI can ask the agent for a teachable moment so it can learn and handle similar interactions better in the future. The agent "converses with (the AI), exchanging skills and knowledge in the most natural and intuitive way."
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