TalkTalk Joins Forces With NiCE To Deploy CXone Mpower

TalkTalk has partnered with NiCE to implement CXone Mpower as part of its ongoing digital transformation.

The move aims to streamline TalkTalk’s customer support by integrating multiple systems into a single platform, improving efficiency and consistency.

Neil Smith, Chief Operating Officer at TalkTalk, said: “Partnering with NiCE will give us a powerful and practical customer service platform powered by AI, enabling us to provide faster resolutions and a better customer experience.”

CXone Mpower is designed to assist customer service agents by automating routine tasks, enhancing response accuracy, and delivering real-time support tools. This is expected to reduce manual workload and allow agents to maintain focus during customer interactions.

Darren Rushworth, President of NiCE International, commented: “We are extremely thrilled to be working with TalkTalk at such a pivotal point in their customer service transformation.

By unifying operations with CXone Mpower, TalkTalk is eliminating inefficiencies and setting a new benchmark for AI-driven customer service in the UK telecom industry.

Their commitment to innovation ensures they remain at the forefront of delivering seamless, scalable, and automated customer experiences. This will be a game-changer for TalkTalk, its customers and employees.”

The initiative is part of TalkTalk’s broader efforts to modernize its operations and enhance the overall customer experience.

Representatives from TalkTalk, including Neil Smith and Bhavesh Panchal, will discuss the transformation at NiCE’s Interactions International 2025 event in London on 2nd July.

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Author: Hannah Swankie
Reviewed by: Megan Jones