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CXone Mpower Platform
Platform Overview
Complete AI platform for customer service automation
Enlighten AI
Powering smarter CX with AI-driven insights and automation.
Cloud Architecture
Innovative cloud-native foundation to rapidly scale extraordinary CX
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Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
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Seamlessly connect your business systems with our platform
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Securing your trust with every interaction
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
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- Interaction Orchestration
  Interaction Orchestration
  Orchestrate all interactions and workflows across every customer service touchpoint.
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  Omnichannel Routing
  Reduce wait times and boost conversions with smart customer-agent matching.
  Proactive Engagement
  Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.
  AI Orchestrator
  Unify and optimize every customer service workflow from intent to fulfillment.
- Workforce Augmentation
  Workforce Augmentation
  Amplify team performance with specialized AI copilots for every role.
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  Specialized AI Copilots
  Elevate human performance with specialized AI copilots for every role.
  Workforce Engagement Management
  Elevate employees, adapt to flexible work, and meet expectations - without compromise.
  Automated Agent Notetaking
  Instantly summarize interactions - accelerating resolution times and agent efficiency.
  Voice of the Customer
  Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.
  Interaction Analytics
  Gain AI-powered insights from 100% of interactions to drive continuous improvement.
- Service Automation
  Service Automation
  Automated customer self-service solutions increasing retention rates.
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  Intelligent Virtual Agent
  Boost self-service satisfaction and conversion with conversational AI agents.
  Experience Optimization (XO)
  Synthesize real customer conversations to identify your top automation opportunities.
  Proactive AI Agent
  Keep customers engaged in conversation from onboarding to installation, service, and retention.
  Knowledge Management
  Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.
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  Delight customers where they shop
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  Call Center Software
  Empower agents to provide better experiences
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  Elevate experiences by moving operations to the cloud
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  Protect your consumers with pre-built compliance solutions
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  Integrations & Custom Solutions
  CXexchange Marketplace
  Discover partner solutions to extend capabilities on our platform
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  Embark on a journey of shared success and collaboration
  91% of customers recommend NiCE as a preferred CCaaS vendor
  Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.
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Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.
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Step Inside The Room Where It Happened to see CX AI in action
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Platform Uptime & Availability

Current Feature Availability by Region^* 🟢 Platform available 🟠 Performance issue 🔴 Service Disruption

* System & Feature availability may not reflect customer availability. For more details see the NiCE CXone Mpower SLA statement. Customers may view real-time performance data on the CXone Mpower Customer Community Page (login credentials required)

Regional Availability by Month^*

* System & Feature availability may not reflect customer availability. For more details see the NiCE CXone Mpower SLA statement. Customers may view real-time performance data on the CXone Mpower Customer Community Page (login credentials required)

Incident history

Status: Resolved
Region: North America US West
Description: Some agents reported clarity issues on voice calls, resolved.

Status: Resolved
Region: North America US West
Description: International dialing issues, resolved

Status: Resolved
Region: North America US Eas
Description: Outbound call stability, resolved

No incidents reported.

Status: Resolved
Region: Australia
Description: Inbound call issues, resolved.

December 2024

Status: Resolved
Region: Japan
Description: Reporting delays reported by some users.

November 2024

Status: Resolved
Region: North America/Canada
Description: Some NiCE CXone users reported access issues.

October 2024

No incidents reported.

September 2024

Status: Resolved
Region: Japan
Description: Some NiCE CXone users reported access issues.

August 2024

Status: Resolved
Region: United Kingdom
Description: Some NiCE CXone customers reported intermittent audio degradation.

July 2024

No incidents reported.

June 2024

No incidents reported.

May 2024

Status: Resolved
Region: North America Canada
Description: Some customers experienced intermittent latency on the CXone Platform.

April 2024

No incidents reported.

March 2024

No incidents reported.

February 2024

No incidents reported.

January 2024

No incidents reported.

December 2023

No incidents reported.

November 2023

No incidents reported.

October 2023

Status: Resolved
Region: North America US West
Description: Some NiCE CXone customers were unable to login in to CXone via federated Identity.

Status: Resolved
Region: North America Canada
Description: Some NiCE CXone customers reported that CXone Dashboards were not loading.

September 2023

Status: Resolved
Region: Europe
Description: Some NiCE CXone customers reported accessibility issues with the CXone MAX Agent application via CXone Admin.

Status: Resolved
Region: Australia
Description: Some NiCE CXone customers experienced degraded audio quality on their calls where agents heard choppy or crackling noises.

August 2023

No incidents reported.

July 2023

Status: Resolved
Region: North America US West
Description: Some customers experienced the Playback feauture being unavailable for recorded calls.

Status: Resolved
Region: Australia
Description: Some customers experienced intermittent issues with outbound calls. Customers may have received an error message when attempting to connect and/or experienced call refusals.

June 2023

No incidents reported.

May 2023

No incidents reported.

April 2023

No incidents reported.

March 2023

No incidents reported.

February 2023

No incidents reported.

January 2023

No incidents reported.

December 2022

No incidents reported.

November 2022

No incidents reported.

October 2022

Status: Resolved
Region: North America US West
Description: Some customers experienced the Playback feauture being unavailable for recorded calls.

September 2022

No incidents reported.

August 2022

Status: Resolved
Region: North America Canada
Description: Some customers experienced intermittent latency on the CXone Platform

July 2022

Status: Resolved
Region: Europe
Description: Some Customers experienced intermittent errors when running specific reports.

June 2022

No incidents reported.

May 2022

No incidents reported.

April 2022

No incidents reported.

March 2022

No incidents reported.

February 2022

No incidents reported.

January 2022

No incidents reported.