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Frequently Asked Questions
The world’s best brands trust NiCE to power 15B+ interactions a year
Let quality drive performance
Bring clarity to every interaction with
AI-powered scoring, targeted coaching,
and smarter feedback loops that scale.
CXone Mpower Quality Management is advanced QM software built to elevate agent performance and CX. With AI-powered tools for evaluation, coaching, and analytics, it simplifies every part of the quality process—across voice and digital channels.
Supervisors can identify coaching moments automatically, deliver personalized feedback, and track improvements over time. Built-in agent coaching tools ensure performance conversations are timely, relevant, and data-driven.
Quality Management evaluates interactions across every channel—calls, chat, email, social, and even CRM tickets. Whether it’s a voice call or a Zendesk ticket, QA analytics are applied consistently to help teams deliver excellence everywhere.
Generative AI helps you work smarter, not harder. Automated evaluation summaries highlight trends, outliers, and key coaching needs. Supervisors can focus on what matters most while ensuring evaluations stay objective, consistent, and aligned with business goals.
Yes. Agents receive personalized scorecards, evaluation packages, and dashboards that build transparency and trust. It’s an empowering experience that helps agents take ownership of their growth and understand what great service looks like.
Absolutely. From evaluation forms to coaching templates and reporting dashboards, the solution can be tailored to your contact center’s priorities and processes. That means your QM works the way your teams do.
Evaluate what matters most
Automatically score interactions at scale with AI-driven insights into quality, sentiment, and agent behaviors that impact CX.
Coach with purpose
Give supervisors the tools to deliver timely, targeted guidance based on objective, data-backed evaluations.
Stay consistent across channels
Apply the same quality standards across voice and digital—ensuring fairness, compliance, and a seamless experience.
Motivate and improve outcomes
Use transparent metrics and personalized feedback to drive employee growth, reduce churn, and improve KPIs.
