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NICE

Available through IT Raven

  • Contact Center and CX

NICE is a contact center software company whose CXone Mpower platform runs customer service across channels with AI built throughout. It is a comprehensive cloud contact center platform, meaning routing, workforce management, quality and analytics come from one system rather than a stack of point tools. The through-line is AI: NICE has its own engine, Enlighten, that it says is trained on a large labeled dataset of customer interactions, and the platform mixes human agents with AI agents on the same workflows. It aims to connect front-office contact with back-office processes so a request does not stall between teams. NICE is a large, established vendor with global reach and Canadian data residency available. For a buyer, CXone Mpower is an enterprise-grade contact center platform with AI running through it.

Best for

  • Contact centers that want one comprehensive platform for routing, workforce management, quality and analytics rather than separate tools stitched together.
  • Operations that want to combine human agents and AI agents on the same workflows and shift routine work to automation.
  • Large or complex customer service organizations that need enterprise-grade routing and reporting across many channels.
  • Global operations that need features like real-time language translation and Canadian data residency.

A small team that needs a simple phone queue will find CXone Mpower far more platform than it requires. Its depth suits larger, more complex operations.

What they offer

Contact Center. CXone Mpower is a cloud contact center built on an automatic contact distributor that routes interactions across voice and digital channels. Workforce management forecasts and schedules staff, feedback and quality management measure interactions, and supervisor workspaces and dashboards give real-time oversight. An engagement hub can sit over more than one existing contact-distribution system.

CX and Conversational AI. The Enlighten AI engine powers virtual agents that resolve contacts on their own, a Copilot that assists live agents, real-time language translation called SmartSpeak, and journey orchestration that guides a customer across steps and channels.

Coverage

  • Australia
  • Brazil
  • CAN Currency Billing
  • Canada
  • Canadian Data Residency
  • England
  • France
  • Germany
  • Hong Kong
  • India
  • International
  • Ireland
  • Italy
  • Japan
  • Mexico
  • Netherlands
  • Offices in Canada
  • Philippines
  • Puerto Rico
  • Singapore
  • South Korea
  • Spain
  • Switzerland
  • US (Nationwide)
  • United Arab Emirates

Coverage is a starting point. We check every address before we quote it.

Good to know

  • CXone Mpower is a broad, enterprise platform. Scope which applications you actually need, since buying the whole suite is more than many operations require.
  • The AI depends on data and configuration behind it. Ask what it takes to train and tune Enlighten for your business and how human and AI agents divide the work.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

    We bring back real options

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  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.