What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?This isn’t just a vision of some CX utopia. It’s available right now.
A smarter model for a new CX reality
Customer expectations are changing fast. Customers want answers in real time, on their terms. They want empathy and context, but they don’t want to have to explain and repeat themselves. And overall, they expect consistency - across every touchpoint and every interaction.Yet here’s the problem. Most contact centers were never built to meet such demands. Traditional models divide operations into front-office and back-office functions. Agents handle real-time interactions, while back-office teams deal with complex fulfillment tasks or follow-up activities. The result of this divide and conquer approach? Delays. Silos. Frustrated customers. And agents are stuck juggling disconnected systems instead of holistically solving problems.This is where CXone Mpower Desk comes in, a purpose-built, all-in-one workspace designed to collapse these silos and enable a more unified, more intelligent approach to customer experience. It’s a smarter agent workspace for seamless CX, connecting front-and back-office teams to move as one, all powered by the NiCE AI customer service platform.
Connecting frontline and fulfillment: One intelligent flow
Imagine if contact centers could work as a single cohesive unit to connect agents, specialists, and managers across the organization. And enable real-time collaboration without toggling between screens or relying on handoffs in slow motion.With CXone Mpower Desk, every step of the fulfillment lifecycle is unified:
Agents can engage with customers via their channel of choice.
Specialists in the back office are able to provide support when needed.
Managers have full visibility in order to coach, track, and optimize performance.
This intelligent flow bridges the gap between real-time service and post-call fulfillment, ensuring that nothing gets lost, dropped, or delayed along the way - all orchestrated through the CXone Mpower platform.Experts agree CXone Mpower Desk is a powerful new tool that furthers a NiCE world.“CXone Mpower Desk provides firms with the ability to connect all internal customer and operational data. This is a major step toward enhancing data hygiene, which is much needed to drive accurate and effective AI outcomes,” said Omer Minkara, analyst at Aberdeen Strategy & Research.“I like this because it’s extending the contact center interactions to other parts of the companies, seamlessly, in a single user interface,” said Robin Gareiss, CEO of Metrigy. “This is a key benefit to a platform approach.”“The new CXone Mpower Desk is an all-in-one workspace to unify and streamline front- and back-office work, connecting frontline agents, back-office employees, and specialists to collaborate in real time,” said Blair Pleasant, President & Principal Analyst, COMMfusion. “This aligns with concepts I’ve been promoting for many years, including the role of back-office “engagement workers,” who interact with and support customers.”
One workspace. Every customer touchpoint.
Think of CXone Mpower Desk as the mission control for your customer service team. It centralizes tools, data, and workflows into a single view which allows agents to stay locked in the zone, instead of spinning in the swivel chair.Whether managing inbound service tickets, following up on sales leads, or supporting complex customer journeys, agents can do it all from one powerful place. There is no jumping between systems. No digging through disconnected databases. Just a streamlined, contextual experience that is built to deliver results - located directly on your agent desktop.Key capabilities include:
Built-in lead management, to easily organize, prioritize, and follow up with customers
Advanced ticketing, to track, assign, and resolve customer issues efficiently
Visual scripting, which can guide agents in real time with on-screen workflows and dynamic prompts
Every interaction is informed by the full customer history, making service not just faster, but also smarter and more human.
Built to empower agents, not overwhelm them
Let’s face it. Too many systems were built to manage tasks, not full-blown experiences.NiCE is transforming the world with AI that puts people first. The agent experience is top of mind. From intuitive navigation to real-time guidance, every feature helps agents succeed in the moment.Automation handles the repetitive stuff. Smart workflows minimize errors. And scripting tools help even the newest agent sound like a pro. The result? A team that’s confident, focused, and better equipped to solve problems at first contact.
Breaking down silos: Front and back offices, moving as one
In a traditional contact center model, the front office handles customer interactions while the back office manages exceptions, processing, or approvals.But modern customer journeys don’t live within those boundaries. Everything is more fluid. A service inquiry might require billing updates, fulfillment tasks, and policy reviews, all spread across various departments.From a single interface, agents can:
Loop in back-office experts to resolve complex issues
Escalate tickets with full context and shared visibility
Track progress in real time, without losing momentum
This seamless handoff ensures customers aren’t stuck waiting, and meanwhile agents don’t lose sight of the outcome. It’s operational alignment, elegantly redefined.
Turning service into a competitive advantage
Let’s be honest. Many businesses still treat service as a cost center - something to contain, outsource, or automate away. But forward-thinking brands know better. They understand that every customer interaction is an opportunity to nurture trust, solve problems, and create loyalty.As a unified AI platform, CXone Mpower keeps your customers at the center of every interaction. Get ready to:
Deliver standout service across every channel
Drive faster resolutions through unified tools and workflows
Empower employees with data, automation, and visibility
When your team has the tools to do great work, your customers feel the difference. And that translates into higher satisfaction, improved retention, and real bottom-line impact.
Ready for today. Built for tomorrow.
CXone Mpower Desk is ready to scale with your business, whether you’re just starting out or supporting millions of interactions a month. It’s cloud-native, modular, and deeply integrated with the broader CXone Mpower ecosystem.That means you can expect:
It also reflects NiCE’s brand promise to reimagine every step of the customer journey - to help businesses lead with empathy, act with intelligence, and operate at speed.
The world works better when CX works better
At NiCE, we believe that service shouldn’t be an afterthought. It should be a strategic advantage, something that elevates your entire business.CXone Mpower Desk reflects that belief. It’s more than just software. It’s a smarter way to work. A unified workspace where technology and people come together to create better experiences for customers, employees, and organizations.Because when CX works better, everything else does too.Start transforming the agent experience
