Last week, I participated Good interaction 2025A customer experience industry phenomenon brings around 3,000 CX, Contact Center, Operations and leaders from all over the world. As is a major provider of Nice CX and Contact Center Solutions, the incident focused on how business leaders are modernizing their customer care and engagement strategies and how well it is helping to facilitate that change.
In this incident, the leaders of the company, Marki customers and technology partners showed how well the service interactions are performing through intelligent automation, ampathic design and a connected ecosystem. The overlapping message was that AI is not just about productivity – it is about improvement in human results on the scale.
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Nice’s recent rebranding confirms this shift. The company has rebuilt itself as a CX AI platform not only as a technology provider but also as a CX AI platform to run human-focused CX and business results. The new brand emphasizes “AI’s human side”, a concept that was central in 1–1 discussion in every executive kenote, customer success story and entire program.
Leadership
This year’s conversation was the first user program for the company’s new CEO, Scott Russell. Prior to the incident, Russell’s conversation with the analyst community, on stage and with his presentations in the person, showed that he has a deep understanding and clear vision of CX space in the AI era.
On Russell’s hull, NICE’s message focuses on the practical (and real) side of AI vs. promotion. It is easy for technology vendors, especially in customer service and CX space, promising buyers to chase AI propagation full-to-end automation and activist replacement. NICE is taking more difficult but transparent road, establishing realistic expectations on AI use and benefits, and AI is focusing on driving measureable results through cases of practical use.
CXone mpower as relationship orchestrator
CX US President Barry Cooper shared that NICE’s product strategy is a major pillar of CXONE mpower. This AI-Native platform is designed to orchestrate all the channels, departments and equipment instead of silent conversation only. With more than 6,000 active users, MPOWER created relations with simultaneous automation, workflow orchestation, agent competent and real -time intelligence.
The platform is designed to develop how organizations connect with customers, transfer from work-based support, such as opening and closing tickets, to customer travel active, intelligent service.
Product announcements
Two of the most important product highlights in interactions were MPover agents and MPover desks, each enterprise takes a significant step forward in the practical application of AI for CX.
Mpower agents are AI-operated digital activists who use logic, reference and business intentions to complete end-to-end functions within the defined operational railing. Instead of surfasting knowledge only or answering questions, these agents can solve the workflows in the front and back office. This gives organizations a scalable, low-code path for automation that increases, not replacement, increases human agents.
In the event, I attended an AI lab session, where I noticed that many good users use mpower agents to manufacture their AI agents within minutes. Products are a major change in empowering business users with limited or no technical knowledge to produce AI agents quickly and efficiently to execute multiple workflows.
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Meanwhile, the mpower desk is designed to streamline and unite the front-office operations in a single work area- agent desktop. The company said that the product is designed to help teams prioritize, organize and help solve service requests more efficiently. The mpower desk represents the vision of the Nice of seamless service orchestration, where the CX is no longer separated from the contact center, but is embedded in departments and commercial functions. It is also important to note that the MPower desk provides the firm with the ability to connect all internal customers and operating data. This is a major step towards increasing data hygiene, which is very important to run accurate and effective AI results.
Together, these innovations reflect NICE’s efforts to make AI not only intelligent but it is influential and easy to deploy on operations.
Partnership ecosystem expands enterprise access
NICE reinforced the important role of partnership in expanding the impact of its platform in the enterprise. With the huge experience of the new CEO in enterprise space, NICE is adding and expanding its partnership for rapid fuel growth and enterprise speed.
Servicenow partnership shows a turnkee integration between Nice’s CXONE and Servicenow’s service management platform. This allows organizations to add customer service workflows to the front and back office, providing visibility and actionability on both sides of the operation. It is a strategic step that enables organizations to bridge operating functions within a connected experience.
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NICE cooperation with AWS brings CXONE mpower to AWS marketplace, AWS’s enterprise-grade AI tools simplify access to customers working within the AWS atmosphere already. This partnership is important to speed up purchase and deployment cycles, especially for companies enhancing AI initiatives in many areas or divisions.
The partnership with Snowflake supports the growing focus of NICE on data extensability and intelligence. By integrating with the data cloud of the snowflake, NICE enables companies to plug out external data sources into the CXONE mpower. This AI model enhances performance, provides intensive analysis, and supports enterprise-wide observation. This ensures that AI decisions are not made in isolation, but real-time, multi-source is informed by reference. Given that most CX and Leaders of the Contact Center still have a lack of connected data that makes the basis for AI-readness, this partnership is an important step to help business leaders detect data management challenges at the age of AI-competent CX.
Together, this participation increases well to a linked layer in the enterprise IT ecosystem from a standalone solution, capable of integrating data, workflow and service operations.
Customers show a blueprint for AI adoption
Also in this incident, global brands were leading, sharing concrete examples that they use well to run their CX and contact center activities:
- Disney Highlight the complexity of the real world of AI, emphasizing the need for privacy, compliance and strong change management.
- Wal-mart CX vendors were consolidated under NICA to simplify infrastructure and drive innovation. A pilot program in Mexico, using WhatsApp for customer chat, revealed how AI finishes the Trust.
- Carnival UK Started its journey with basic technology and is now expanding to AI Copilots and automation. Their Tekaave: Treat AI like a new rent – train it, direct it, and manage expectations.
- Charles Schwab Shared how they went to achieve agility for an integrated nice platform (CXone) from the fragmented point solution, to gain speed in the market and scalance.
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Practical, active AI that drives the result
Nice activated his copilots by activating, not reactive. For agents, supervisors and business leaders, these AI assistants actively listen to the next stages, and even work. Through reverse promoting, agents can improve future AI behavior by providing response after each interaction. Features such as voice avatar and background noise suppression are also options for good users to increase the quality of calls for more spontaneous customer and agent experience.
NICE also displayed Smartreach, its active outbound engagement solution, which creates at the capabilities acquired through its Livevox acquisition in 2023. Combining with the MPower Desk, the proactive outbound is an important environment for enterprises that is not only a system to deal with CX not only as a set of channels, but also as a system of interconnected tasks and results.
key takeaways
- Is good AI reflects a change that is sympathetic, clear and inherent in the work of people.
- Cxone mpower More than a platform. This is a foundation for the result-driven service change.
- MPover agent and MPover desk Display how good AI is making AI with scalable, average and human-friendly ways.
- Enterprise participation Show with servicenow, AWS and snowflake that Nice is not just a contact center solution; It is developing in an enterprise AI solution designed for today’s changing intelligent CX landscape.
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The conversation in the conversation has made it clear that while many business leaders are tasked with using and using AI, now there are clear expectations for the average and significant results for technology. They are beyond the result cost control, but customers extend to increase the quality and stability of the interaction using technology to elevate human experiences including customers and employees.
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