NICE has launched CXone Mpower Orchestrator, an AI-powered solution designed to deliver end-to-end automation in customer service by unifying virtual agents, live agents, and back-office workflows on a single platform. Unveiled at Enterprise Connect, this tool integrates AI-driven insights, third-party applications, and enterprise-wide workflows into a cohesive system. Unlike traditional workflow tools that offer limited visibility, Orchestrator dynamically analyzes, predicts, and optimizes processes across the entire service ecosystem.
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It provides seamless workflow orchestration from intent to fulfillment, intelligent process analysis with real-time metrics, predictive optimization through AI insights, and empowers non-technical users to implement workflow improvements via a conversational interface. Barry Cooper, President of NICE’s CX Division, stated, “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.” This innovation aims to enhance operational efficiency, reduce costs, and accelerate resolution times across both front-office and back-office operations.