• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        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.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • 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.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • 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 Summary

          Instantly summarize interactions to accelerate resolution times and 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

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • 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.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • 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.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        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.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          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.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      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.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        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.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          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.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          Supervision that actually works

          Real-time monitoring and smart alerts let supervisors support agents exactly when help matters most.

          Take the tour

          • Everything supervisors need lives in one place with an interface designed for how they actually work, not how systems think they should.

          • Complete real-time and historical insights across all skills, agents, schedules, and interactions, no blind spots allowed.

          • Monitor voice and digital interactions equally well, with the ability to join, assist, or take over exactly when agents need support.

          • Meet SLA requirements by adjusting agent skills on the fly — individually or in bulk — keeping service levels on target.

          • Smart alerts identify when customer experience is at risk and recommend specific actions for real-time intervention before problems grow.

          • Perfect for organizations transitioning from third-party telephony while maintaining their existing infrastructure investments.

          Success stories

          See what global CX leaders are saying

          Dairy Farmers of America Upgrades Experience for Agents and Customers

          Grade-A

          agent and supervisor experience

          Learn more

          CXone Supervisor Helps Bank Bring a Human Touch to Digital Interactions

          Abandonment rate drops to almost 0%

          Learn more

          Payment Processing Leader Streamlines Workflows with CXone Mpower Supervisor

          25%

          improvement in service levels

          Learn more

          Related Products

          • Interaction Recording & Management
          • Quality Management
          • Performance Management

          See supervisors and teams
          thrive while customer

          When supervisors have the resources to
          monitor and coach teams with ease,
          customers win.

          The supervisor burnout crisis and the AI-driven way out
          Blog

          The supervisor burnout crisis and the AI-driven way out

          Ready to experience the power of one platform?

          Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

          Watch the demoContact Sales

          Frequently Asked Questions

          Supervisor Workspace for CX

          Leadership that
          empowers everyone

          Create a world where supervisors focus on growing strong teams instead of hunting for data, with streamlined tools that make informed decisions feel effortless.

          View Demo Request a Quote

          moneygram
          Disney logo

          The world’s best brands trust NiCE to power 15B+ interactions a year

          When supervision flows naturally

          Transform supervision from reactive firefighting into proactive leadership that helps agents grow and customers feel truly supported.

          See how

          Absolutely. Multiple supervisors can simultaneously access our management dashboard to monitor an agent’s voice and digital interactions, providing flexible team oversight.

          However, for technical reasons, only one supervisor at a time can monitor an agent’s screen. Similarly, only one supervisor can take over a call to ensure a smooth customer experience without confusion.

          Every supervisor action taken within our management dashboard is automatically tracked in Activity and Change Audit reports, giving you complete visibility for performance monitoring and compliance purposes.

          Our team oversight capabilities capture all reskilling actions including:

          This comprehensive tracking ensures accountability while providing the flexibility supervisors need for effective performance monitoring.

          Yes! The management dashboard enables customers to use their existing third-party ACD while still benefiting from unified team oversight through our Engagement Hub.

          This flexibility means you can maintain your current telephony investments while gaining access to advanced performance monitoring capabilities across your entire operation.

          Of course. Access control happens through CXone Mpower’s comprehensive Roles and Permissions system, allowing you to create custom profiles that control management dashboard visibility.

          Our team oversight tools include a dedicated Supervisor section that lets you precisely control which team members can access specific performance monitoring capabilities — ensuring the right people have the right level of access.

          Here’s how our performance monitoring works during hold:

          This design ensures effective team oversight while maintaining appropriate boundaries.

          Yes, supervisors can monitor consultations between two agents when in Focused mode using our management dashboard capabilities.

          Supervisors can also join and coach during consultations, though their voice is only audible to the agent who initiated the consult. For customer experience reasons, supervisors cannot take over calls during agent-to-agent consultations.

          Our management dashboard includes a dedicated SLA status view that shows real-time performance against targets, with automatic out-of-SLA alerts.

          You’ll also get quick access to agent availability information and instant reskilling options for immediate resolution, turning SLA monitoring from reactive reporting into proactive performance monitoring.

          Our performance monitoring capabilities let you:

          These team oversight tools ensure quality standards are maintained while supporting agent development in the moment when it matters most.

          Yes, screen monitoring is available even when agents aren’t handling contacts through our management dashboard. For compliance and privacy purposes, this capability can be enabled or disabled in the application settings.

          This flexibility ensures you can maintain appropriate team oversight while respecting workplace privacy considerations.

          Our management dashboard provides a complete 360-degree view of each agent including:

          This comprehensive visibility within our performance monitoring tools ensures you can make informed decisions about contact distribution and workload management in real-time.

          Excellence made achievable

          Support supervisors' ability to make agile and informed decisions in real-time with an instant overview of all the supervisor’s agents and contacts 

          Insight that guides action

          Access real-time analytics to understand agent behavioral skills and sales effectiveness

          Improve focus and productivity

          Guide supervisors’ attention where it’s needed most—across all channels, self-service, digital and voice

          Manage risk more effectively

          Alert supervisors when CX is at risk, suggesting corrective actions to resolve issues

        • Skill assignments and removals
        • Skill edits (activation, deactivation, proficiency changes)
        • Timing and context of all changes
        • Supervisors can hear agent audio input when monitoring, coaching, or joining the call
        • In join mode, customer audio isn’t available until the hold ends (protecting privacy)
        • If a supervisor takes over the call, hold is automatically released, and the conversation resumes between supervisor and customer
        • Provide remote assistance without customer awareness
        • Record interactions on an ad-hoc basis for quality purposes
        • Evaluate agent performance in real-time
        • Coach agents during live interactions
        • Current state and upcoming schedule
        • Active contacts being handled
        • Capacity per channel and current usage
        • What’s next on their agenda