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    • Interactive Voice Response (IVR)
     CXone Mpower delivers more with less.

    CXone Mpower delivers more with less.

    Power customer self-service to new levels with conversational AI-powered chatbots and IVR that deliver a seamless, highly personalized, and vastly superior customer experience, end to end.

    Watch demo

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    © 2025 NiCE

    Interactive Voice Response (IVR) - Optimize Your CX

    Personalized connections, fast and easy

    Accelerate resolution, improve routing efficiency, and cut costs with voice self-service automation.

    View demo Request a quote

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    Deliver faster service for happier customers.

    Get datasheet

    Cloud-native IVR that’s ACD integrated and easy to use.

    As part of a unified platform, Interactive Voice Response (IVR) is fully integrated with the Automatic Call Distributor and boosted with specialized AI that’s purpose-built for optimal customer experiences. Use our powerful easy-to-use design tool, Studio, to visually create intelligent, data-directed routing that’s quick and efficient - every time.

    AI and Automation that delivers customer satisfaction.

    By leveraging natural speech to collect caller information and determine optimal handling and applying AI purpose-built for a consistent and optimal customer experience. CXone Mpower delivers unbeatable customer satisfaction. Centralized administration is complemented by a fully unified, cloud-native platform to build intelligent data-directed and AI powered routing, so you can resolve customer calls quickly and efficiently – every time.

    “Incorporating self-service options in the CXone IVR was a major objective of this project. And it’s working. Especially regarding ease of use, we’re seeing progress: ‘Satisfied’ and ‘very satisfied’ responses combined are in the 40s, very consistently. We [DHHS Leadership and MiECC] are pleased with that, as government systems often get low marks due to upset callers.”

    Adam Yusko
    Application Development Associate Manager, State of Michigan Dept. of Health and Human Services

    Related products

    • Self-Service Analytics
    • Automatic Call Distribution (ACD)
    • Interaction Channels
    • Conversational AI & Chatbots

    Related Resources

    Pfizer improves agent experience through a consolidated IVR
    Case Studies

    Pfizer improves agent experience through a consolidated IVR

    CXone Self-Service Analytics Datasheet
    Datasheets

    CXone Self-Service Analytics Datasheet

    Auckland Council Takes the Customer and Agent Experience to the Next Level with CXone
    Case Studies

    Auckland Council Takes the Customer and Agent Experience to the Next Level with CXone

    Resource Library

    Contact us

    If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

    Take a self-guided tour

    Take a tour
    knowledge management

    Michigan DHHS Powers Up Services to Residents.

    See how the State of Michigan Department of Health and Human Services consolidated self-service options in the IVR across its 14 contact centers with great success.

    Read case study

    Integrated and unified
    Personalized service options
    Turn on a dime
    Accuracy and Visibility

    Streamline handling and reduce costs

    Improve First Contact Resolution (FCR) while reducing handle time with more accurate routing to the correct skill.

    Accelerate resolution

    Give customers service at the speed they want and accelerated issue resolution with 24x7 self-service.

    Boost engagement

    Offer more responsive and personalized service, including proactive callback and seamless transfer to an agent with full context.

    Make changes in minutes, not weeks

    Simplify deployment across locations and make updates with ease.

    Integrated and unified

    Cloud-native and fully integrated with the ACD, CXone Mpower leverages many forms of input to collect caller information and applies AI to make the right connections.

    Personalized service options

    Supports touch tone (DTMF), Advanced Speech Recognition (ASR), Text-to-Speech (TTS) and Speech-to-Text (STT) transcription.

    Turn on a dime

    Quick-turn with out-of-the-box CRM and database integrations and easy-to-use visual routing design – no programming experience necessary.

    Accuracy and Visibility

    Monitor IVR performance with regular reporting while continually improving routing accuracy with extensive, flexible rules.