NiCE (Nasdaq: NICE) and Amazon Web Services (AWS) have announced an expanded strategic collaboration aimed at accelerating the development, deployment, and scaling of intelligent AI-powered solutions for end-to-end customer service automation.
This collaboration combines NiCE’s experience in customer service automation, domain expertise, and interaction data with the capabilities of AWS Cloud and AI services. The initiative leverages NiCE’s CXone Mpower platform, integrating it with the Amazon Nova family of large language models (LLMs) and services such as Amazon Bedrock, Amazon Q, and Amazon SageMaker. This integration is designed to transform business operations, drive intelligent automation at scale, and deliver measurable impact across front, middle, and back office functions.
The integration of AWS generative AI services across the CXone Mpower platform is expected to unlock enterprise-wide value through several high-impact use cases:
Simplifying AI agent creation with content-aware automation: Mpower Agents are designed to generate intelligent AI agents without requiring code or prompts, tailored to specific business needs. With Amazon Q index, these agents can access current policies, product information, and case history to ensure accurate and compliant outcomes. Integration with Amazon SageMaker allows for training on extensive customer experience data, enabling agents to learn continuously from patterns and high-performing interactions, leading to automated processes that embody best practices.
Driving end-to-end enterprise automation with intelligent orchestration: CXone Mpower Orchestrator automates workflows across the front, middle, and back office to reduce silos and optimize operations. By integrating with Amazon Q Business, Orchestrator connects a wider range of systems, applications, and data for personalized and unified customer journeys. Support for the Amazon Nova family of models facilitates real-time decisions, with model selection optimized for speed, accuracy, and business impact.
Empowering global teams with AI augmentation: CXone Mpower Copilot provides real-time, AI-powered guidance and task support for agents, supervisors, and leaders to streamline tasks, increase productivity, and support decision-making. AWS enhances this capability with globally distributed infrastructure, supporting fast, scalable deployment with low latency and high availability worldwide.
Barry Cooper, President of the CX Division at NiCE, stated, “NiCE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation. Together, we’re delivering enterprise-wide automation, turning vision into action across the front, middle and back office. Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale.”
Mila D’Antonio, principal analyst at Omdia, commented, “This collaboration is a textbook case of complementary strengths coming together: NiCE has the domain depth, the data, and the AI maturity in CX; AWS has the tools, infrastructure, and generative AI firepower. The result is innovation like Mpower Agents that are enterprise-ready, context-aware, and built to scale, delivering automation with both intelligence and impact.”
Taylor Mobley, Chief Revenue Officer at Bamboo Insurance, noted, “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.”
Susan Campbell, Director Customer Experience at Vera Bradley, added, “We’re always excited to see the innovative things we can do with CXone Mpower… and we know CXone Mpower will evolve with us, so we can continue to improve the customer experience—even into the future. I feel like NiCE wants to make us a better version of ourselves. And there aren’t a lot of other companies that really invest in thought leadership, especially around how AI will forever change the face of the contact center.”
Rohan Karmarkar, managing director, partner solution architecture at AWS, shared, “At AWS, we’re committed to providing the capabilities to help businesses with AI-powered transformations. 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.”
NiCE, headquartered in Hoboken, N.J., is a publicly traded company that specializes in AI-powered platforms designed to automate engagements into proactive, safe, intelligent actions.
