Whatever sector your business is operating in, leaders know competition is high and survival is tough. Businesses are expected to deliver seamless experiences at scale to their customers, whose expectations have skyrocketed thanks to healthy competition from other organizations. Yet those customers will come to your business in a number of different ways and often encounter fragmented service journeys.
“Across all industries, more and more things are being commoditized — from products to services,” said Andy Traba, vice president of product marketing at NiCE. “That emphasizes the need for a brand to differentiate itself through the service it provides to customers.” As Traba puts it, “customer experience is your business.”
But providing top-quality customer service can be tricky, thanks to a slew of issues, including old legacy systems designed to capture, store, and provide information, to customer service agents being overwhelmed by the volume of repetitive tasks and disconnected systems. That holds businesses back from providing customer service they can stand their reputation on.
However, help is at hand for businesses looking to capitalize on the reams of data they hold on customers and the latest technological innovations. CXone Mpower by NiCE is a unified AI-powered platform that orchestrates workflows, agents, and knowledge across the service lifecycle. At the heart of the platform is specialized AI trained on the industry’s largest labelled and validated CX dataset, continually learning and making intelligent decisions to enhance customer interactions in real time.
NiCE/Insider Studios
Unlike siloed solutions, CXone Mpower unites AI capabilities on one platform, giving front office and back office teams the ability to work together to deliver end-to-end customer resolutions.
“Everyone is using AI, but most solutions are siloed and inefficient,” said Barry Cooper, president of the CX division at NiCE. “Without integration, they drive up costs and complexity, and oftentimes those AI advancements are fighting against, rather than working with, one another. CXone Mpower changes that. It unifies AI capabilities across the customer journey, so businesses can reduce overhead, increase automation, and see measurable performance gains,” said Cooper. And more than 6,000 customers around the world have chosen to use NiCE’s platform to help unify all their channels, knowledge, and AI models in a single place.
The transformative power of AI — and how best to apply it
The platform turns AI into a strategic asset — automating customer interactions at scale, optimizing workflows across departments, and surfacing insights that drive measurable business improvement. It’s not just about resolving individual cases faster; it’s about creating intelligent systems that continuously identify inefficiencies, reduce operational costs, and improve service delivery. Connected workflows help businesses move faster, work smarter, and automate customer service to become engines of growth.
“Bringing everything together on a unified AI platform to orchestrate those end-to-end workflows isn’t just an upgrade — it’s a shift in operating model,” said Andy Traba, vice president of product marketing at NiCE. Those workflows can encompass every aspect of an organization, from billing departments to shipping departments and everything in between. They are, as Traba puts it, “the connective tissue that goes across the whole enterprise.” Automating workflows can bring big benefits to how your business operates.
Shifting to a unified AI platform is how organizations finally move beyond what NiCE calls the “Frankenstack” problem. “We work with enterprises looking to do more than fill a technology gap or upgrade their software,” said Cooper. “They come to us with a patchwork of disconnected tools, and we replace it with a single platform built to scale AI, unify data, and simplify operations. CXone Mpower eliminates the need for companies to connect 100 legacy systems together by hand: now they are stepping into a smarter, more streamlined future.”
NiCE/Insider Studios
Research from Metrigy shows agents have access to nearly 30 different applications to provide customer service, leaving them toggling between systems just to resolve a single issue. Adding further challenges, 77% of interactions agents handle are considered complex, requiring multiple systems to reach resolution. The unified platform eliminates that complexity by consolidating data into one application and a common workspace. “When agents have everything they need in a single view, resolution times drop, accuracy improves, and customer satisfaction goes up,” said Cooper. This means simpler management, better customer outcomes, and reduced complexity for clients. The hotel chain Marriott moved from 11 different systems to just one after adopting CXone Mpower.
When human and AI agents collaborate, customers win
The ‘single pane of glass’ through which customer service agents have to look in order to support the people they’re on the line with results in real differences to performance. Context-rich data provided to agents in real time can provide a full background briefing on a customer before the agent even picks up the call. “It removes the tactical burden from the interaction — so agents can stay focused on the customer, not the process,” said Cooper. Automatic AI summarization of calls, built into CXone Mpower, means agents can focus their attention on supporting customer needs, rather than frantically taking notes, and reduce after-call work by 90%, as found by the MAPS Credit Union.
This collaborative orchestration between the human and AI agents allows businesses to anticipate, rather than react to customer needs. To deliver truly personalized support, customer data must flow seamlessly across the organization, securely protected, yet intelligently leveraged to enhance every individual experience. “Customers expect businesses to know them, and to personalize services using the information they have about them already,” said Traba. A unified AI platform breaks down siloes between the front and back office functions of an organization so they share information, which results in continuity for both customers and service teams. Mitchell, an Enlyte company and user of CXone Mpower, saw a 10% increase in customer satisfaction after adopting the service, while Banco de Brasil experienced a 32% boost in its net promoter score.
NiCE/Insider Studios
“Once customers adopt CXone Mpower, they realize how much time and value they were leaving on the table,” said Cooper. “Our customers are much happier, and their customers are happier because agents deliver faster, more accurate answers when the right information is available to them in real time.” That’s down to a shift in mentality within the customer service functions of users on the platform, which evolves reactive service into a more proactive, strategic, and kinder experience.
And these tools can make a meaningful difference, from the 88 million minutes of customer wait time reduced in a single year after TD Bank adopted the system to the $1 million in operational costs Lowe’s saved after using it. In Traba’s words, “great service was always the goal — AI just changed how fast, how smart, and how far you can go.”
Discover a NiCEr way to work. Explore how CXone Mpower turns service into your superpower at the NiCE website.
This post was created by Insider Studios with NiCE.
