NICE has announced the launch of CXone Mpower Orchestrator, the only solution that delivers true end-to-end automation for customer service by unifying all touchpoints, including virtual agents, live agents, and back-office workflows, on a single artificial intelligence (AI) platform.
Built natively on CXone Mpower, the industry’s leading customer service AI platform, Orchestrator seamlessly integrates AI-driven insights, third-party applications, and enterprise-wide workflows into a unified, automated, and optimised framework. Unlike traditional workflow tools that offer only partial visibility or limited automation, Orchestrator analyses, predicts, and optimises processes dynamically, proactively identifying and implementing improvements across the entire service ecosystem.
Complete operational visibility is a priority for business leaders. About 68 per cent of IT professionals reported data silos as a top concern for 2025 in a recent report from Dataversity. While legacy business intelligence (BI) tools can create silos, Orchestrator eliminates them with seamless integration across the customer service application landscape, a critical variable in process automation and workflow optimisation, delivering:
- Seamless workflow orchestration: unifies all customer service operations from intent to fulfillment across human-assisted and self-service touchpoints, integrating third-party systems.
- Intelligent process analysis: provides real-time visibility into key metrics, detects patterns, identifies optimisation opportunities, and simulates changes before implementation.
- Predictive optimisation: continuously optimises with AI-driven insights, personalises workflows via “experience memory”, and forecasts automation, satisfaction, and process improvements, giving clear visibility into the impact of changes before they are implemented.
- Business-user empowerment: lets non-technical users implement workflow optimisations through a conversational interface, with conversational AI and no-code tools.
Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics, said, “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.”
Barry Cooper, President, CX Division, NICE, said, "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 NICE’s CX-specific AI models, trained with industry and brand-specific data, keeping every insight relevant, accurate, and aligned with an organisation’s unique brand identity and key performance indicators (KPIs).
For more information about NICE CXone Mpower Orchestrator, click here.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native CX platform, CXone Mpower, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction. www.nice.com
