Observed Signal · Jun 11, 2024 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
NICE Launches CXone Mpower 'CX-Aware AI' Platform
At its NICE Interactions conference in Las Vegas, NICE unveiled CXone Mpower, an AI platform designed to merge human and AI interactions in customer experience. The offering integrates memory-driven, context-aware AI with NICE's CXone Contact-Center-as-a-Service (CCaaS) platform. Key capabilities include immediate augmentation for real-time agent support, advanced 'skillability' to transfer skills between humans and AI, and fully aware proactive service across organizational touchpoints. NICE also launched 1CX, a Unified Communications as a Service (UCaaS) solution priced at $5 per user per month, providing voice, messaging, and video collaboration integrated with CXone. CEO Barak Eilam described an evolution toward human-AI orchestration, including 'reverse prompting,' where AI learns from agents. Barry Cooper, president of NICE's CX Division, called the platform 'the holy grail of CX.'
NICE is a major contact center/CX platform vendor; the launch of an AI-powered CCaaS offering and low-cost UCaaS signals continued AI integration in customer experience technology, relevant to MarTech/AI industry but not a broad AdTech shift.
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Key Takeaways & Evidence Grounding
- NICE unveiled CXone Mpower, an AI platform integrating memory-driven and context-aware AI, at its NICE Interactions conference in Las Vegas on June 11, 2024.
- CXone Mpower is built on NICE's CXone Contact-Center-as-a-Service (CCaaS) platform.
- NICE also launched 1CX, a Unified Communications as a Service (UCaaS) solution priced at $5 per user per month, integrating with CXone.
- CXone Mpower features immediate augmentation, advanced skillability, and fully aware proactive service.
- Barry Cooper, president of NICE's CX Division, described CXone Mpower as 'the holy grail of CX.'
Connected Companies & Entities
1 Entity mapped“The Ra'anana, Sharon, Israel-based CX provider took its show on the road this week at the Fontainebleau Las Vegas hotel for its NICE Interac...”
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6-K Financial Filing Analysis for NICE (2026-10-07)
NICE Ltd. filed a Form 6-K with the SEC for September 2026, incorporating three commercial and corporate press releases as exhibits. The announcements highlight customer adoption of its AI and customer experience solutions, including German health insurer AOK PLUS deploying NICE's Unified CX AI Platform and Merlin Entertainments implementing NICE CXone globally. Additionally, NICE reported its recognition by Fast Company as a 2026 Best Workplace for Innovators in the Cybersecurity & Enterprise category.
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New blog post by Dana Shalev (October 1, 2026) discusses orchestrating human and AI agents as one workforce for CX growth. Also new posts on personal AI agents and CX architecture readiness.
NiCE Named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms
NiCE has been named a Leader in the IDC MarketScape for Worldwide Agentic Contact Center-as-a-Service Platforms, and also recognized as a 2026 Best Workplace for Innovators by Fast Company.
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