The contact center industry continues to stand up and take notice of NiCE’s innovations and its advancements in smart self-service automation. This quality, while also providing such benefits as decreased costs for human-assisted channels and a boost in customer satisfaction and loyalty, all add up to another significant award honor for NiCE and its CXone Mpower Autopilot solution.
TMC.net’s CUSTOMER magazine, recognizing exemplary solutions that have converted technology into a key tool for delivering world-class CX, has named NiCE CXone Mpower Autopilot a winner in its 12th Annual 2025 Contact Center Technology Awards competition.
“For more than a decade, CUSTOMER’s Contact Center Technology Awards have honored the pioneering companies and solutions driving true progress in CX strategies,” said Rich Tehrani, CEO of TMC. “This year’s recipients are being recognized both for their technology and for the proven results they deliver—helping businesses retain their most valuable asset: their customers.”
Explains CUSTOMER magazine, the evolution of customer care isn’t solely in the hands of human agents—it also depends on the technology empowering both human and AI-driven agents to deliver seamless, efficient, and satisfying interactions. With NiCE’s CXone Mpower Autopilot, contact centers can build smart self-service automation that resolves customers’ issues the first time—and at scale. This AI-powered intelligent virtual agent with advanced Natural Language Understanding (NLU) learns from omnichannel conversations to resolve customers’ needs thoroughly.
Focus on CX-specific Conversational Datasets
The strengths of CXone Mpower Autopilot include its ability to address complex customer needs with advanced AI technology that understands customers like a human might. This means better containment and more accurate resolution that identifies customer intents with multiple hierarchies using AI models trained on the largest labeled and validated CX-specific conversational dataset.
NiCE’s CXone Mpower Autopilot also prioritizes and displays intents by KPI – including by sentiment, ROI, duration, automation score, and volume. The solution also simplifies complex data analysis to build smarter, more efficient self-service faster.
Purpose-built AI Eases Deployment
Other key characteristics of CXone Mpower Autopilot include its ease of deployment for new bot flows and its no-code automation, resulting in faster time-to-value. The purpose-built AI identifies the paths human agents take to progress conversations from intent identification to resolution.
Last, CXone Mpower Autopilot creates and deploys optimal workflows directly without manual coding, thereby shortening time-to-value by eliminating guesswork and reducing errors.
This all adds up to the fourth win that TMC has awarded NiCE for product innovation this year. Check out our other wins for excellence in AI-driven workforce augmentation here, here and here.
Discover more benefits and the power behind our award-winning CXone Mpower Copilot solution here.
