NICE Expands CXone Mpower – The Ultimate AI Hyper Platform for Customer Service Automation
22 Outubro 2024 - 3:00AM
Business Wire
CXone Mpower revolutionizes AI for customer
service on a unified hyper platform, enabling enterprises to
design, build and operate automation for workflows, agents and
knowledge at scale and precision
NICE (Nasdaq: NICE) today launched the next
generation of CXone Mpower. CXone Mpower adds numerous advanced
services to the already market leading CXone architecture that are
foundational for delivering full-scale customer service automation.
These new architectural services enable seamless integration of
workflows between front, mid, and back office, orchestration of AI
and human agents as one, and consolidation of customer service
knowledge, AI models, and integrations. CXone Mpower delivers a
step change in customer service automation, transforming
traditional interactions to be predictive, proactive, and
automated.
60% of all businesses and 80% of large businesses plan to adopt
labor-replacing automation over the next 12 months, according to a
recent survey of CFOs. Additionally, nearly 88% of CFOs said their
main motivation for automation is to optimize business processes.
CXone Mpower goes beyond traditional automation, enabling
enterprises to design, build and operate every element across every
customer service journey touchpoint, delivering true end-to-end CX
automation.
CXone Mpower expands the robust and open architecture of CXone
and enables full orchestration of human and AI agents on a single
platform. Through proactive augmentation, all CXone Mpower
employees are equipped with an adaptive, proactive copilot designed
to enhance all customer service workflows and boost productivity.
CXone Mpower also enables rapid, automated development of
sophisticated AI agents using customer service domain-specific AI
capabilities.
CXone Mpower sets a new industry standard with unique new
capabilities across the platform by consolidating data, knowledge,
and AI models into a single intelligent hub. The platform provides
robust role-based access control and advanced guardrail management.
By leveraging NICE’s domain-specific AI models trained in customer
service, businesses can unlock the full potential of large language
models (LLMs). Businesses can inject real-time, contextual insights
into every workflow and interaction for unmatched
personalization.
Barry Cooper, President CX Division, NICE, said, “For
C-suite leaders, the vision of fully automated customer service has
been an ambitious goal—until now. By adding these foundational
services to the architecture of CXone Mpower, we’re delivering
something that has never been done before: an AI platform that
fully integrates automation across every aspect of customer
service, transforming contact centers from cost centers into true
profit centers. CXone Mpower achieves operational efficiency at a
scale previously unimaginable. CXone Mpower is a result of our
unmatched investment in innovation and is designed to take CX to
the next level.”
Read more about CXone Mpower here.
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: http://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.
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version on businesswire.com: https://www.businesswire.com/news/home/20241021875125/en/
Corporate Media 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
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