NICE has launched CXone Mpower Orchestrator, an "industry-first" solution delivering end-to-end customer service automation on a single AI platform.
"Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator enables leaders to proactively identify automation opportunities, optimize processes, and drive efficiency like never before,"
Barry Cooper, President, CX Division, NICE, said.
Launched at Enterprise Connect, this new solution aims to tackle the issue of silos so that AI can work more holistically across the whole platform.
Examining CXone Mpower Orchestrator
Built as a layer over CXone, Mpower Orchestrator extends its AI ambitions beyond its own platform, connecting CXone to third-party applications, orchestrating workflows between them, and applying automation.
Orchestrator can then analyze and optimize processes dynamically, proactively isolating and implementing improvements across the service ecosystem.
"Traditional deployments have often led to siloed workflows, complicating the customer experience,"
Elizabeth Tobey, VP of Marketing at NICE, said.
Features that facilitate this joined-up approach include workflow insights—a tool that provides service leaders with metrics on volume, automation, containment, and resolution rates. It can also use Enlighten AI models to proactively identify emerging issues and suggest remedies.
The workflow orchestrator analyzes historical and real-time data to recommend optimal AI and human agent interactions. Users can test proposed changes before implementation.
