NiCE Expands Strategic Partnership with AWS

NiCE announced an expanded collaboration with Amazon Web Services (AWS) to advance AI-driven customer service automation.

“Together, we’re delivering enterprise-wide automation, turning vision into action across the front, middle and back office,” said Barry Cooper, President, CX Division, NiCE. “Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale.”

The partnership brings together NiCE’s CXone Mpower platform and AWS’s generative AI technologies to support the development and deployment of intelligent automation across customer service operations.

This includes simplifying the creation of AI agents that can draw on real-time data, automating workflows across the front, middle, and back office, and providing real-time support to agents and supervisors.

“At AWS, we’re committed to providing the capabilities to help businesses with AI-powered transformations,” said Rohan Karmarkar, Managing Director, Partner Solution Architecture at AWS. “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 integration also makes use of AWS’s global infrastructure to enable low-latency, scalable performance for organizations operating across multiple regions.

“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 personalized experience for our customers,” said Taylor Mobley, Chief Revenue Officer, Bamboo Insurance.

The collaboration is designed to help organizations streamline operations and improve customer experiences through smarter, more adaptable automation.

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About NiCE

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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Author: Hannah Swankie
Reviewed by: Jo Robinson