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Customer Experience (CX) AI Platform
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  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

    • Developer Portal

      Access APIs, SDKs, and resources for building

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities

    • User Communities

      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

      AI-driven tools for real-time agent guidance and coaching

    • CX Analytics

      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

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      Customer experiences that count

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      Elevate citizen trust

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      Healthy patient experiences

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      Secure policyholder experiences

    • Retail

      Delight customers where they shop

    • Telecom

      CX for Telecommunications

    • Travel and Hospitality

      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

    • Business Consulting

      Partnership for successful transformations

    • Contact Center Training

      Tailored education delivered by CX experts

    • Customer Support

      Global support you can depend on

    • Professional Services

      Relevant expertise, tools and know-how

    • Implementation Partners

      NiCE CXone certified implementation partners

  • Resources

    Resources

    • Resource Library

      Whitepapers, datasheets, demos and more

    • Self-Led Training

      Professionally developed training courses

    • Blog

      CX industry guidance by contact center experts

    • Analyst Perspective

      Contact center reports from third party analysis

    • Events

      Upcoming events and webinars

    • Glossary of Terms

      Detailed descriptions of industry-related terms

    • Frequently Asked Questions

      Contact center focused FAQ

    • Customer Stories

      Driving success in every customer story

    • CX & Contact Center Guides

      Expert insights for superior CX

    • On-Demand Webinars

      Browse our extensive webinar catalog

    • Interactive Product Tours

      Explore the complete CXone cloud platform with our instant self-guided product tours.

    • Why NiCE? Video Series

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

  • Company

    About NiCE

    • About Us

      Powering seamless experiences in the cloud

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      Meet our global leadership and executive team

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      View job openings and learn about our culture

    • NiCE Trust Center

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    • Journey Orchestration & Routing
    orchestration-and-routing

    Routing made easy.

    See for yourself how a visual, intuitive, drag and drop interface makes creating and adjusting routing flows as simple as one, two, three.

    Watch video

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    © 2025 NiCE

    Journey Orchestration & Routing - Optimize Your CX

    Master the Complexity.

    The invisible intelligence that empowers you to master the complexity of today’s customer journey.

    View demo Request a quote

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    Orchestrate the entire journey.

    Guide consumers from the very start to successful resolution of their journey across more natively supported channels than any other solution and maintain context throughout.

    “With CXone we are better equipped to influence and standardize the customer experience and positively impact our business priorities as a whole. We’re operating at another level now.”

    Thais Alves
    Quality Coordinator Cielo

    Related Resources

    Cultivating a future-proof customer journey
    White Papers

    Cultivating a future-proof customer journey

    Customer Journey Map: The new digital-first CX
    Infographics

    Customer Journey Map: The new digital-first CX

    Global Electronics Manufacturer Embraces Digital Customer Service with NiCE CXone
    Case Studies

    Global Electronics Manufacturer Embraces Digital Customer Service with NiCE 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.

    Enlighten Actions
    Omnichannel Routing
    Enlighten AI Routing
    Proactive Dialer
    Digital and Voice Channels
    Social, Chat and Messaging
    2x-more-likely_blue
    How to master the complexity of today’s customer journey.

    How to master the complexity of today’s customer journey.

    Journey Orchestration is the “Invisible Intelligence” that empowers contact centers to orchestrate all interactions and touch points to create a frictionless experience for every customer.

    Learn more

    Actions

    Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report.

    Learn more

    Omnichannel Routing

    Connect customers to the ideal resource, the smart way. Optimize contact routing with AI that pulls from all available data to perfect connections and improve business results.

    Learn more

    AI Routing

    Match every customer with their perfect agent. Predict the best pairing with industry-leading AI and holistic CX data to boost customer experiences and KPIs.

    Learn more

    Proactive Dialer

    Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience.

    Learn more

    Digital and Voice Channels

    Unlimited channel choices. Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout.

    Learn more

    Social, Chat and Messaging

    Do you speak digital? Engage website visitors in conversations. Always answer when consumers message on their channel of choice.

    Learn more

    AI Orchestrator

    Orchestrate AI-driven customer service workflows across the enterprise.

    Learn more