NiCE & AWS deepen AI partnership to power CX automation

NiCE has announced an expansion of its collaboration with Amazon Web Services (AWS) to drive intelligent automation through its CXone Mpower platform, introducing enhanced integration with various AWS artificial intelligence (AI) offerings.

The collaboration aims to accelerate the deployment and scaling of AI-powered customer service solutions by combining NiCE's customer service automation expertise and interaction data with AWS's cloud and AI technology. The effort is focused on enabling end-to-end automation across enterprises using NiCE's CXone Mpower solution and AWS services like Amazon Bedrock, Amazon Q, and Amazon SageMaker.

Expanded integration

NiCE and AWS are integrating generative AI services across the CXone Mpower platform to enable automation throughout enterprise workflows. The initiative covers several use cases, including automated AI agent creation, intelligent workflow orchestration and real-time AI-supported guidance for employees.

With the integration, Mpower Agents will allow businesses to deploy AI agents instantly and without coding or prompt engineering, tailored to each organisation's specific needs. Using Amazon Q index, these agents access the latest policy, product and case information for accurate responses. Training on rich customer experience data is enabled through Amazon SageMaker, ensuring continuous learning from best practices and high-performing interactions.

The platform also features CXone Mpower Orchestrator, which integrates with Amazon Q Business to connect enterprise systems, applications and data. This functionality enables more personalised, seamless customer journeys by breaking down operational silos, delivering real-time decisions using the AWS Nova family of large language models for various objectives such as speed, accuracy and business impact.

The CXone Mpower Copilot tool supports agents, supervisors and leaders with real-time AI-powered assistance, aiming to streamline tasks and support productivity. AWS's global infrastructure underpins this function, allowing deployments with low latency and high availability across different geographies.

Leadership comments

NiCE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation. Together, we're delivering enterprise-wide automation, turning vision into action across the front, middle and back office. Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale.

According to Barry Cooper, President of the CX Division at NiCE, the collaboration is designed to deliver broad automation and responsive AI agents that adjust and function efficiently at enterprise scale.

Mila D'Antonio, Principal Analyst at Omdia, described the collaboration as an example of complementary capabilities, stating: "This collaboration is a textbook case of complementary strengths coming together: NiCE has the domain depth, the data, and the AI maturity in CX; AWS has the tools, infrastructure, and generative AI firepower. The result is innovation like Mpower Agents that are enterprise-ready, context-aware, and built to scale, delivering automation with both intelligence and impact."

Customer reaction

Taylor Mobley, Chief Revenue Officer at Bamboo Insurance commented on the partnership's impact: "This collaboration between NiCE and AWS is raising the bar for what's possible with AI in the enterprise. By combining deep expertise with powerful technology, it will help us move faster, work smarter, deliver more value across the board, and ultimately provide a better, more personalised experience for our customers."

The director of customer experience at Vera Bradley, Susan Campbell, noted the partnership's ongoing evolution: "We're always excited to see the innovative things we can do with CXone Mpower... and we know CXone Mpower will evolve with us, so we can continue to improve the customer experience—even into the future. I feel like NiCE wants to make us a better version of ourselves. And there aren't a lot of other companies that really invest in thought leadership, especially around how AI will forever change the face of the contact center."

AWS perspective

Rohan Karmarkar, Managing Director, Partner Solution Architecture at AWS, said the partnership broadens the capabilities available to businesses: "At AWS, we're committed to providing the capabilities to help businesses with AI-powered transformations. By combining Amazon Bedrock, Amazon Q, and our Nova family of LLMs with NICE's CXone Mpower, we're enabling enterprises to deploy intelligent automation that's both powerful and purpose-built for real customer challenges. This collaboration with NICE demonstrates how AWS's generative AI capabilities can help accelerate innovation at scale across customer experience workflows."

The announcement follows a trend among enterprise technology providers to incorporate generative AI features in customer experience platforms, seeking to streamline operations, improve accuracy, and personalise customer engagement through scalable technologies.