NiCE has extended its strategic partnership with IGT Solutions to support the adoption of artificial intelligence (AI) in customer experience operations for large enterprises across the globe. The new arrangement will see IGT Solutions implement NiCE's customer experience platform, CXone Mpower, in efforts to boost proactive, AI-driven engagement for enterprise brands in sectors such as aviation and travel.
AI integration
The partnership will allow IGT Solutions to deliver CXone Mpower's suite of AI capabilities to its clients operating from more than 30 delivery centres worldwide. The company aims to use the platform to reduce average handle times, improve customer satisfaction, and create seamless multi-channel experiences spanning both voice and digital channels.
The collaboration draws on IGT Solutions' industry knowledge alongside NiCE's technology platform. IGT Solutions also plans to build on its experience providing customer service enabled by NiCE technologies, including analytics tools like Nexidia Analytics and automated solutions. These technologies are intended to improve process efficiency and support more consistent customer outcomes.
Platform focus
As part of the agreement, IGT Solutions will centre its service offerings on the complete CXone Mpower ecosystem. This includes enterprise-grade voice functionality, NiCE Cognigy conversational AI, and NiCE Feedback Management-tools that are designed to be delivered from one unified cloud environment. These additions are expected to enhance IGT Solutions' approach to end-to-end customer service management, offering scalability and alignment with future client requirements.
IGT Solutions plans to develop Centres of Excellence combining AI, analytics, and human expertise. These units will be responsible for supporting customer experience outcomes for their global client base.
Customer engagement
Both companies describe the extension of their partnership as an opportunity to deliver tangible, measurable improvements to enterprise customer engagement. The relationship will enable IGT Solutions to expand its capabilities for supporting complex and high-volume customer interactions.
"IGT Solutions and NiCE have a long-standing relationship built on the combined value of domain expertise and AI-led innovation. Through this expanded partnership, we open the way to bringing the true power of NiCE CXone Mpower to our customers. We look forward to delivering on this world-class partnership and creating a NiCE world together," said Chris Campton, SVP CX Transformation, IGT Solutions.
Strategic alliance
The renewed partnership falls under NiCE's Strategic Partner Programme, which is designed to deepen collaborations with partners delivering customer experience transformation at scale. It aims to provide IGT Solutions with access to the full range of NiCE's CXone Mpower capabilities, including future product upgrades and integrations.
"Our collaboration with IGT Solutions has always been rooted in a shared commitment to innovation and customer success. By deepening our partnership through the Strategic Partner Programme, we're supporting IGT with the full power of NiCE CXone Mpower to transform experiences at scale," said Darren Rushworth, President, NiCE International.
