NICE has introduced CXone Mpower Orchestrator, a unified automation solution for customer service. Announced at Enterprise Connect, the platform seamlessly integrates virtual agents, live agents, and back-office workflows within a single AI-powered ecosystem.
“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 enables leaders to proactively identify automation opportunities, optimise processes, and drive efficiency like never before,” said Barry Cooper, President, CX Division, NICE.
Built natively on CXone Mpower, Orchestrator goes beyond traditional workflow tools by providing real-time process analysis, predictive optimisation, and intelligent automation. While many automation solutions provide only fragmented visibility and limited control, Orchestrator delivers a holistic, dynamically optimised framework that enhances efficiency, personalises customer interactions, and eliminates operational silos.
With data fragmentation emerging as a top concern for IT leaders—68% citing it as a major challenge for 2025 (according to Dataversity)—organisations need a seamless, integrated approach to automation.
Unlike traditional business intelligence tools that contribute to silos, Orchestrator connects all customer service applications to enable fully streamlined operations.
Key capabilities of CXone Mpower Orchestrator
The tool unifies end-to-end customer service processes, ensuring smooth transitions between self-service, live agents, and backend systems. By integrating with third-party platforms, Orchestrator optimises interactions from intent to fulfilment.
In addition, it delivers real-time visibility into key metrics, detects patterns, and identifies areas for efficiency gains. Organisations can simulate process changes before implementation, ensuring that optimizations yield the desired results.
The Orchestrator leverages AI to refine workflows, adapting to customers’ continuous needs in real time. With its “Experience Memory,” Orchestrator personalises interactions and forecasts the impact of automation on satisfaction, efficiency, and cost reduction.
By integrating AI-driven insights and automation, CXone Mpower Orchestrator enables organizations to maximise efficiency, improve customer experiences, and future-proof their customer service operations.