NICE debuts AI-powered customer service orchestration solution for seamless integration
NICE, a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center and beyond, is unveiling a new, end-to-end automation solution for customer service—the CXone Mpower Orchestrator. Offering a unified, automated, optimized framework for integrating AI-driven insights, third-party applications, and enterprise-wide workflows, Orchestrator enhances performance from front-office care to back-office fulfillment, according to NICE.
Orchestrator is engineered to make customer service operations smarter and faster, unifying a variety of touchpoints within a single, AI-fueled platform built natively on CXone Mpower, the industry’s leading customer service AI platform, NICE noted. Atop its seamless integration, Orchestrator analyzes, predicts, and optimizes processes to dynamically implement improvements across the service ecosystem.
“Customer service leaders are drowning in AI and automation tools that create more complexity instead of delivering real efficiency,” said Barry Cooper, president, CX division, NICE. “CXone Mpower Orchestrator changes the game—eliminating silos, unifying operations, and giving businesses a single, intelligent view of every customer service workflow. Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator enables leaders to proactively identify automation opportunities, optimize processes, and drive efficiency like never before."
Orchestrator offers the following advantages:
- Seamless workflow orchestration by unifying all customer service operations, including human-assisted and self-service touchpoints, and integrating third-party systems
- Intelligent process analysis with real-time visibility into key metrics, detecting patterns, identifying optimization opportunities, and simulating changes before they’re implemented
- Predictive, continuous optimization with AI-driven insights that forecast automation, satisfaction, and process improvements
- Business-user empowerment through a conversational interface paired with conversational AI and no-code tools
To learn more about CXone Mpower Orchestrator, please visit https://www.nice.com/.