NICE CXone Mpower

CXone Mpower is a cloud contact center platform built to orchestrate both human agents and AI agents. Supervisors use it to route calls and chats, monitor live interactions, and build AI-driven workflows without writing code. Agentic AI agents handle self-service tasks on their own, such as order lookups, and a copilot gives human reps suggested responses during a call. The platform combines workforce analytics, quality management, and knowledge tools in one console and connects to outside systems through pre-built integrations, open APIs, and NICE's CXexchange marketplace. It is made by NICE, which publishes its security and compliance practices, including AI governance, through a Trust Center.

This fits a contact center that wants one platform combining live agents and AI-driven self-service rather than stitching together separate telephony, quality, and bot tools. NICE does not publish standard per-seat pricing; expect a custom quote based on channels, agent count, and AI usage, and treat any number you hear as a planning estimate. A workable starting point is a pilot on one queue, such as billing questions, using the built-in analytics to check resolution rates without escalation. Because the platform bundles many modules, including routing and workforce management, a smaller team should scope carefully to avoid paying for modules it won't use right away, and confirm current module names and pricing directly, since the CXone Mpower rebrand changed some packaging from the earlier CXone platform.