NICE CXone

NICE CXone is the flagship cloud-native customer experience platform from NICE (NASDAQ: NICE), used by more than 25,000 organizations across 150+ countries, including over 85 of the Fortune 100. Once a contact-center-as-a-service provider, NICE has rebuilt CXone around agentic AI as its foundation rather than a bolt-on, repositioning itself as an AI company for customer service.

The platform's agentic layer is branded CXone Mpower. NiCE AI Agents autonomously resolve customer intent across voice and digital channels: orchestrating workflows, acting across enterprise systems, and completing end-to-end journeys from self-service through mid-office approvals to back-office fulfillment, rather than running scripted conversations. Agents are generated in the no-code Mpower AI Studio from outcome-based prompts and tap the full ecosystem: APIs, Knowledge, Experience Memory, Channels, and proprietary Enlighten CX AI models trained on billions of interactions. They operate as Mpower Copilot (real-time guidance for human agents) or Mpower Autopilot (direct customer self-service), and CXone Mpower Orchestrator unifies virtual agents, live agents, and back-office workflows on a single platform.

A 2026 platform refresh placed NiCE Cognigy's agentic AI at the core as the reasoning engine, alongside Guardian AI for continuous, in-production governance and compliance, an Agentic Engagement Plane for orchestration, Agentic Analytics for discovery, and a Workforce Empowerment Suite that manages human and AI agents under one operating model. CXone connects to Salesforce, SharePoint, Zendesk, Confluence, and other knowledge sources, and an expanded AWS partnership embeds Amazon Bedrock, Amazon Q, AWS Nova LLMs, and SageMaker. Sold to enterprises through a sales-led, quote-based model.