MetriNote – NICE Introduces CX-Aware AI Platform and UCaaS Solution

Author: Beth Schultz, VP of Research & Principal Analyst

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June 11, 2024 – In separate announcements made at its Interactions 2024 customer event, NICE expanded its customer experience (CX) portfolio with the introduction of a CX-aware artificial intelligence (AI) platform and a unified communications-as-a-service (UCaaS) solution integrated with the CXone contact center-as-a-service (CCaaS) platform. Details are as follows:

• CXone MPower – Brings together NICE’s CXone CCaaS platform and the Enlighten Copilot, Autopilot, and Actions AI functionality plus workforce engagement management capabilities into a full suite for three initial purposes: use of memory-driven AI to augment employee workflows; dynamic skills transfer between live and virtual agents, using what NICE calls “skillability” and reverse-prompting; and personalization at scale, across all touchpoints and applications. CXone MPower is available now.
• 1CX – Marks NICE’s entry into the UCaaS market with a solution incorporating cloud PBX and workplace collaboration tools, for voice, messaging, and video collaboration, plus customer relationship management integration. Available now, for $5 per user, monthly, 1CX requires at least one CXone license—i.e., NICE’s goal is delivery of a unified CCaaS-UCaaS solution, rather than standalone UCaaS.