NICE

NiCE: AI Customer Service Automation Solutions is the comprehensive, unified platform designed to redefine the enterprise customer experience (CX). By seamlessly integrating digital, voice, and AI engagement channels onto a single foundation, NiCE empowers the world’s most customer-centric brands to dramatically improve efficiency, increase profitability, and foster deeper customer loyalty. This platform, built on the NiCE AI Platform for CX (CXone Mpower), provides the scale, security, and specialized intelligence required to automate service and augment human teams across every interaction.

Key Features

NiCE unifies critical CX functions—Orchestration, Automation, and Augmentation—on one intelligent platform, ensuring consistency and maximizing value across the entire customer journey.

1. 🌐 Seamless Workflow Orchestration

This capability ensures that every customer conversation remains connected, seamless, and deeply personal, regardless of the channel (omnichannel routing). The Workflow Orchestrator dynamically manages interactions, ensuring context follows the customer and agent, eliminating frustrating handoffs and delivering proactive engagement when it matters most.

2. 🤖 Purpose-Built Service Automation (Intelligent Virtual Agents)

Create self-service experiences that are genuinely intelligent and effective from start to finish. NiCE leverages thousands of domain-specific CX AI models and GenAI to drive its Intelligent Virtual Agents (IVAs). This purpose-built AI understands complex intents and delivers accurate, conversational interactions, ensuring high resolution rates and enabling customers to get what they need, fast, 24/7.

3. 🧠 Real-Time Workforce Augmentation via AI Copilots

Empower your human teams with instant guidance and knowledge. Specialized AI Copilots assist agents and supervisors in real-time by providing automated interaction summaries, next-best-action suggestions, and instant access to knowledge. This augmentation helps agents work faster, feel supported, and resolve issues with greater confidence and accuracy, resulting in better overall experiences.

4. 📞 Guaranteed Voice as a Service (VaaS)

Power every voice conversation with unmatched reliability, clarity, and worldwide connectivity built for the enterprise. NiCE VaaS offers global coverage across 150+ countries and ensures exceptional voice quality through active monitoring (using MOS, PESQ, and PEAQ scores). Critically, NiCE is the only provider to offer a money-back SLA guarantee for MOS scores above 3.9, ensuring consistent, carrier-grade voice service.

5. 📊 CXone Mpower Dashboards and Reporting

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Use Cases

NiCE enables enterprises to execute sophisticated CX strategies that drive measurable results across the organization:

1. Accelerating Issue Resolution through Unified AI Workflows Instead of forcing customers through siloed IVR menus or repetitive digital forms, NiCE uses its Workflow Orchestrator and Intelligent Virtual Agents to instantly identify customer intent and context. If a human agent is required, the AI Copilot provides the agent with an automated summary and relevant knowledge base articles the moment the transfer occurs, resulting in significantly faster average response times and a higher rate of first-contact resolution.

2. Achieving Global Consistency and Cost Savings via VaaS For global enterprises, NiCE VaaS simplifies the complex management of voice operations by acting as a single provider for connectivity, sales, support, and billing. The platform’s ability to dynamically reroute calls across multiple carriers and guarantee voice clarity (MOS SLA) ensures uninterrupted, high-quality service worldwide, simultaneously reducing administrative burdens and operating costs associated with maintaining disparate voice systems.

3. Transforming Data into Decisive Business Actions CX Leaders use the AI for CX Leaders (Copilot for Leaders) and unified dashboards to move beyond simple reporting. By making sense of billions of interaction data points, leaders can quickly identify systemic friction points, measure the performance impact of new automation initiatives, and turn these AI-powered insights into strategic decisions, driving exponential ROI through efficiency and loyalty gains.

Conclusion

NiCE provides the unified AI foundation necessary for large enterprises to move beyond fragmented customer service and embrace true CX automation. By combining intelligent self-service, real-time agent augmentation, and seamless orchestration on one secure, reliable, and scalable platform, you can achieve substantial operational efficiencies and deliver the seamless, loved experiences your customers expect.

Explore how NiCE can help you unlock the full value of your CX data and achieve measurable ROI.