Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week, we cover: NiCE launches CXone Mpower Agents for customer service; Nurix AI launches NuPlay, an interactive voice AI platform for customer service; NWN announces AiVA AI assistants and Managed DEX.
In deals news, we cover NiCE and AWS’ expanded agentic AI partnership.
In reports, we cover GoTo’s report on what employees think of AI in the workplace; and Verint’s report on AI-powered CX.
NiCE Launches CXone Mpower Agents
NiCE has launched CXone Mpower Agents, bringing capabilities in AI agent creation and deployment in customer service. CXone Mpower identifies automation opportunities and generates AI agents through Mpower AI Studio. These agents have access to CXone Mpower’s APIs, Knowledge, Experience Memory, Channels, and Enlighten Models. They can also support employees through Mpower Copilot and customers through Mpower Autopilot.
NiCE’s CX Division president Barry Coopersaid, “While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end. Whether it’s a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That’s what separates intelligent automation from intelligent distraction.”
For more on CXone Mpower, check out these articles:
Nurix AI Launches Voice AI Platform
Nurix.ai has announced its interactive voice AI platform, NuPlay. NuPlay connects with CRM, ERP, and CCaaS tools to help automate customer inquiries. Features include call interruption handling, personalized agents that reflect brand tones, and Action Taking across integrated enterprise software systems.
NWN Announces AI Assistants and Digital Employee Experience Solutions
AI-powered technology solutions provider NWN has announced the release of its AiVA virtual assistant and Managed DEX (Digital Employee Experience) platform. AiVA and Managed DEX work together to monitor device health, provide multilingual and sentiment-aware support, and deflect support tickets. These solutions are integrated with NWN’s Experience Management Platform (EMP), allowing users to have a unified overview of data and automation capabilities.
“The modern workforce expects intuitive, always-on support,” said Jim Sullivan, President and CEO, NWN. “AiVA and DEX deliver just that—turning insights into action and simplifying complex requests from employees through AI,” added Sullivan. “By integrating conversational AI with real-time device intelligence that can function with an organization’s HRIS platforms, such as Dayforce, we’re helping customers shift to a seamless digital employee experience.”
NiCE Continues AWS Partnership for Agentic AI in CXone Mpower Platform
NiCE and AWS have announced an expansion to their partnership. NiCE will integeate Amazon Bedrock, Amazon Q, and AWS’ Nova LLMs into its CXone Mpower platform. This integration is intended to enable simplified AI agent creation with content-aware automation, end-to-end enterprise automation, and the empowerment of global teams using AI augmentation.
GoTo Research Finds Employees Skeptical of AI in the Workplace
GoTo’s research report The Pulse of Work in 2025: Trends, Truths, and the Practicality of AI found that a strong majority of employees surveyed are not using AI and see no reason to.. The unified communications management company surveyed 2,500 employees and IT leaders globally on AI use and sentiment. Sixty-two percent of respondents believe AI is being overhyped, 86% of respondents also admit that they aren’t using AI tools to their full potential, and 82% say they don’t know how AI can be used practically in day-to-day work.
Fifty-four percent of respondents also admitted that they are using AI for sensitive tasks or high-stakes decision-making, and 77% say they don’t regret using AI for these tasks – even as 86% of employees also say they aren’t confident in how accurate and reliable AI tools are.
Verint Study Focuses on AI-Powered CX in 2025
Verint released its The State of Customer Experience report, which surveyed 5,000 US consumers. Key findings show:
86% of consumers see the benefits of AI in customer service
56% of consumers say the most important aspect to good customer service is getting information quickly
73% of consumers prefer digital channels over phone