NICE and Amazon Web Services (AWS) have partnered in a move that will bring CCaaS capabilities closer to enterprises.
“NICE’s customer experience expertise combined with AWS’s cloud and AI capabilities creates a powerful relationship that helps businesses transform their operations,”
Chris Grusz, Managing Director, Technology Partnerships, AWS, said.
As part of this collaboration, CXone Mpower will now be available in AWS Marketplace.
This not only combines NICE’s CXone Mpower AI platform and AWS AI/ML services like Amazon Bedrock and Amazon Q Business, but also aims to unify fragmented service operations.
AWS and NICE Agreement Examined
This agreement at its core aims to open up NICE CXone Mpower AI platform to more enterprises by making it available on AWS Marketplace.
While streamlined procurement is a major benefit-allowing enterprises to discover, purchase, and deploy NICE’s solutions quickly and apply existing AWS commitments-the move also unlocks deeper technical and operational enhancements for customers.
Other CCaaS Solutions Available on AWS Marketplace
- Genesys Cloud
- Zoom Contact Center
- Aceyus, a Five9 company
Purchases in AWS Marketplace allow organizations to utilize their existing AWS commitments.
Under this agreement, NICE and AWS are actively co-innovating, allowing organizations to leverage their own data across the front, mid, and back office in a way that combines NICE CX AI-specific models with new AWS technology.
This link is intended to allow businesses to easily implement end-to-end automation strategies that adapt to changing needs and deliver real-time impact and value.
This allows businesses to eliminate silos and drive better service as a result.
“Organizations are under pressure to unify fragmented service operations and unlock the full value of AI,”
Barry Cooper, President, CX Division, NICE, said.
“Through our collaboration with AWS, we’re addressing this urgent need-bringing together industry-leading AI and cloud capabilities to help businesses automate customer service workflows end-to-end, with the speed, flexibility, and scale today’s environment demands.”
Additionally, organizations stand to benefit from simplified access to enterprise-grade AI solutions, faster deployment cycles, and scalability.
AWS’s Position in the UC Sphere
AWS already has its own CCaaS product, Amazon Connect, and so the introduction of NICE to the marketplace may be a move many find curious.
Yet by providing more options for customers, it is making its cloud services and supporting AI a more attractive platform for businesses to migrate to.
Equally, AWS has shown signs that it is retreating from its position in the UC sphere.
Earlier this year, AWS announced it was shuttering its UCaaS offering, Chime, which raised questions over whether the sphere had become too consolidated for outside players to gain a footing.
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