Meltwater and NICE Partner to Elevate Customer Service with Real-Time Social Intelligence

Meltwater, a global leader in media, social, and consumer intelligence, has announced a strategic collaboration with NICE, the world’s leading AI-powered customer service platform. This partnership marks Meltwater’s entry into the Contact Center as a Service (CCaaS) market, enabling enterprises to leverage real-time social insights to enhance customer interactions, optimize operations, and drive data-informed decision-making.

NICE, a pioneer in AI-driven customer service solutions, supports enterprises worldwide with its CXone Mpower platform. By integrating Meltwater’s social intelligence into CXone Mpower, NICE customers can now harness social media as a powerful customer care channel. Despite the growing importance of social media in customer service, many contact centers struggle with analyzing and responding to social interactions efficiently. With a surge in user-generated data, businesses require advanced tools to make sense of this vast information landscape.

This integration unlocks the full potential of Meltwater’s AI-powered social intelligence, which processes over 3 billion social engagements daily. By transforming this data into actionable insights, businesses can improve response times, expand their customer reach, meet service-level objectives, and enhance the overall customer experience.

Also Read: Evaluagent Unveils Predictive Voice of the Customer Metrics to Elevate Contact Center CX

Key Benefits of the Integration:

• Advanced Listening and Filtering: Meltwater’s industry-leading dataset enables businesses to search, analyze, and extract valuable insights from social content.
• Enhanced Keyword Filtering: Businesses can surface the most relevant conversations, assess customer sentiment, track engagement trends, and analyze response times.
• Centralized Task Management: A unified queue consolidates messages in a single location, simplifying interaction management and improving resolution efficiency.
• Real-Time Customer Engagement: Organizations can promptly respond to customer inquiries through public social channels or direct messaging.

“We’re excited to partner with NICE which signifies a pivotal moment for Meltwater as we enter the CCaaS market,” said Doug Balut, Senior Vice President of Global Alliances and Partnerships at Meltwater. “Many contact center support teams lack access to real-time social data, leaving customers’ questions and concerns unanswered. With this integration, we’re empowering brands with the insights they need to understand customer sentiment, anticipate issues, and respond with agility, ultimately enhancing the customer experience.”

“Social media is a critical customer service channel. By integrating Meltwater’s social intelligence into CXone Mpower, we’re enabling enterprises to turn social interactions into meaningful customer engagements while driving efficiency and business impact,” said Barry Cooper, President, CX Division, NICE. “This integration reinforces NICE’s commitment to our open platform and strategic partnerships, enabling organizations to leverage leading capabilities across the ecosystem to deliver proactive, personalized experiences powered by AI.”

This partnership underscores the increasing importance of AI-powered insights in customer service, equipping enterprises with the tools they need to drive engagement, efficiency, and satisfaction in today’s digital landscape.