NICE has announced the release of CXone Mpower Orchestrator, positioning it as the first solution to offer complete end-to-end automation through a single AI platform in customer service.
Developed on CXone Mpower, the solution integrates AI-driven insights, external applications, and company-wide workflows into a single, automated system. This approach is intended to offer full visibility and optimisation over customer service processes, beyond what traditional tools offer.
According to a recent Dataversity report, 68% of IT professionals cite data silos as a primary concern in 2025. The Orchestrator aims to address this issue by offering seamless integration across various customer service applications, enhancing process automation and workflow optimisation.
"Announcing NICE CXone Mpower Orchestrator at Enterprise Connect gives attendees the opportunity to see the solution live on the show floor. It is a powerful way to understand how every stage of a customer journey—from self-service enquiry to live agent interaction and ultimately workflow completion—can be orchestrated with a single platform built on customer experience (CX) AI. Even more impressive is how each AI-assisted interaction can be used to continually perfect how a brand interacts with its customers," said Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics.
Barry Cooper, President, CX Division at NICE, commented, "Customer service leaders are drowning in AI and automation tools that create more complexity instead of delivering real efficiency. CXone Mpower Orchestrator changes the game, eliminating silos, unifying operations, and giving businesses a single, intelligent view of every customer service workflow. Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator lets leaders proactively identify automation opportunities, optimise processes, and drive efficiency like never before."
Orchestrator leverages specific AI models from NICE, which are trained with industry-specific and brand-specific data, thus ensuring the insights remain pertinent and aligned with each company's identity and performance goals.
