NiCE, a leading provider of AI-powered customer experience platforms, has launched CXone Mpower on a dedicated, local instance in South Africa. The platform is now operational with redundant data centers located in Cape Town and Johannesburg, designed to support financial institutions, regulated industries, and large enterprises in managing compliant and personalized customer interactions across various channels. This infrastructure also serves as a strategic base for NiCE’s expansion across the African continent, complementing existing customer deployments in several African nations. A key feature of this local instance is the assurance that all core CXone Mpower applications and customer data remain within South Africa, adhering to local data governance and regulatory requirements.
South African organizations are increasingly transitioning from conventional contact center models to AI-enabled customer engagement ecosystems. These organizations require platforms that facilitate real-time decision-making, operational resilience, stringent data governance, and quantifiable results. CXone Mpower addresses these needs by offering a unified, cloud-native platform capable of orchestrating end-to-end interactions and customer journeys, with the added benefit of local data residency.
The launch also introduces NiCE’s agentic AI capabilities to the region, building on the company’s acquisition of Cognigy. The integrated platforms facilitate both automated and agent-assisted conversations, powered by AI that can comprehend context and execute tasks across systems in real time. This integration allows organizations to combine human empathy with intelligent automation at scale. The CXone Mpower platform in South Africa provides a secure, local cloud environment for integrated contact center operations, encompassing agentic AI, digital, and voice channels. It includes a comprehensive Workforce Augmentation suite, offering a 360-degree view of the customer journey, aiming to enhance agent performance, satisfaction, and overall customer experience, all while ensuring compliance with local data governance for regulated sectors.
With native AI capabilities embedded across the CXone Mpower suite—including AI-driven workspaces for agents and supervisors, AI-powered insights, and end-to-end journey orchestration—organizations can streamline workflows, improve team performance, and unify experiences across various departments. Beyond local hosting, NiCE has invested in telecommunications infrastructure to keep voice traffic within the region, thereby reducing latency, improving call quality, and enhancing the resilience of the customer engagement experience across Africa.
Darren Rushworth, President of NiCE International, commented on the expansion, stating, “South Africa is a global leader in customer experience delivery and a region with enormous growth potential. By bringing a locally hosted and dedicated CXone Mpower instance to market, we are supporting organizations in their shift toward AI-assisted, outcome-driven customer service. This launch strengthens our long-term commitment to the region and provides a platform that can scale across Africa as organizations modernize their customer engagement environments. It ensures that South African enterprises and BPOs have the technology foundation needed to compete and lead on the global stage.”
This introduction of CXone Mpower in South Africa aligns with NiCE’s global strategy to advance the adoption of CX AI. Local availability enables organizations to automate routine interactions, provide agents with intelligent guidance, orchestrate customer journeys across systems, and measure outcomes in real time for continuous improvement. NiCE plans to collaborate with local technology partners and systems integrators to support customer enablement through executive briefings, industry roundtables, and practical enablement workshops in the coming months.
