The contact center industry is experiencing a seismic transformation with the rise of generative AI. No longer confined to traditional reactive customer service, businesses are shifting toward a predictive, empathetic, and optimized approach.
At the heart of this revolution is CXone Mpower, NiCE’s latest AI-driven platform, built to redefine customer experience (CX) at an unprecedented scale.
In this blog, we’ll explore CXone Mpower’s origins, the groundbreaking "Mpower" concept, the platform’s explosive growth, and its global impact—along with some surprising facts that may change the way you think about customer service forever.
What is NiCE CXone?
If you are in the contact center industry, you may know that NiCE was founded in 1986. Its founding is not just the birth of a startup, but a symbol of unique culture of innovation. Initially, we focused on the development of technologies by utilizing the advanced communication and information processing technologies.
In its early days, the company focused on developing technologies that leveraged advanced communications and information processing technologies. However, in the early 1990s, NiCE began developing telephone voice recording systems.
This marked the first turning point for the company and its first step into the private market. NiCE's technology quickly gained attention in industries where call recording is critical, such as financial institutions, airlines, and insurance companies, and the company became a leading player in the contact center industry.
The birth of CXone in 2016, following NiCE's acquisition of inContact, was a major turning point for the industry. At the time, many experts believed that on-premises contact centers would continue to exist. However, we anticipated that cloud-based customer experience (CX) would become increasingly important in the future and made a major shift toward the cloud. This decision was a crucial catalyst for the company's significant growth and acquisition of market share.
September 2021: CXone launched in Japan
We officially launched the cloud-based customer experience (CX) platform “CXone” in Japan.
This timing coincided with the social backdrop of the COVID-19 pandemic, which accelerated the adoption of remote work and increased demand for non-face-to-face channels, making CXone a highly sought-after solution to support companies' digital transformation (DX) efforts.
CXone is a cloud-native CCaaS (Contact Center as a Service) platform that integrates omnichannel support, AI-driven workforce optimization, customer analytics, and knowledge management. We believe that this launch provided the Japanese market with a new and compelling option.
On June 11th, 2024, NiCE rebranded CXone as “CXone Mpower.”
Did you know?
Before CXone, some companies juggled over 30 different IVR applications, leading to a customer service nightmare! CXone Mpower simplifies everything into a single, efficient, and scalable platform—transforming both cost structure and customer satisfaction.
CXone Mpower: The Next-Gen AI CX Platform
What is CXone Mpower?
CXone Mpower is NiCE's most advanced AI automation platform, built to transform how businesses engage with their customers.
The true value of CXone Mpower lies in its three pillars: “Workflow,” “Agent,” and “Knowledge.”
In this chapter, we will provide a clear overview of how each pillar works together to revolutionize customer service.
1. Workflow—Optimizing the “flow” of customer service with AI!
CXone Mpower's workflow is more than just a series of tasks.
AI supports the entire process from design to construction and operation, enabling the customer service process to self-optimize.
Design: Design workflows from scratch to accommodate any service role
Build: Seamlessly connect customer service and back-office operations
Operate: AI memory learns from past data to always deliver the optimal response
2. Agent — AI and humans form the “ultimate team”!
CXone Mpower enables AI to collaborate with human agents to dramatically improve response speed and quality.
Design: Design experiences where AI and humans work together
Build: Leverage past conversation data to quickly train AI agents
Operate: AI copilots provide real-time support to maximize agent productivity
<Point>: The era where AI is not just an “assistant” but a “partner” has arrived!
3. Knowledge—The power of AI to turn information into wisdom!
In the Knowledge pillar, AI organizes and leverages vast amounts of internal and external data to provide contextual insights.
Design: Integrate knowledge, data, and AI models to design automation
Build: Build a knowledge base while ensuring security and governance
Operate: Recommend the right information to the right people at the right time
<Point>: Eliminate information “lost in translation” and improve the quality of customer service.
<Key features that make CXone Mpower a game changer>
- AI Workflow: A self-optimizing process that seamlessly connects customer service and back-office teams.
- Smart Agent: AI copilots increase efficiency, empower human agents, and enable smooth interactions.
- Knowledge Management: Automated data models provide real-time insights for exceptional service.
CXone Mpower processes billions of interactions annually, helping Fortune 100 companies improve CX across industries.
It also reimagines how brands think about customer engagement, reducing costs while driving satisfaction at unprecedented scale.
Development Story: Why "Mpower"?
We have rebranded from CXone to CXone Mpower, and we would like to take this opportunity to explain what Mpower means.
When you first heard the name “CXone Mpower,” many of you may have wondered, “What is Mpower?”
In fact, this “Mpower” encapsulates our vision for the next-generation customer experience (CX) strategy.
“Mpower” is a portmanteau of ‘Empower’ (to empower) and “Machine Power” (the power of AI). Our vision is to enhance brand power and customer satisfaction by leveraging AI and human collaboration to transform customer-business relationships into deeper, more personalized ones.
Rebuilding CX with three core functions
CXone Mpower integrates the following three innovative AI functions to deliver “Intelligent CX” that goes beyond the traditional contact center framework.
- Copilot: Acts as the operator's “right-hand man,” providing real-time support. Understands customer emotions and intentions, and suggests optimal responses.
- Autopilot: Automates self-service, enabling chatbots and voice bots to resolve customer issues through natural conversations.
- Actions: Based on customer behavior history and context, it suggests the best actions in real time. It guides the “next step” for CX.
<The value of CXone Mpower>
Consistent and personalized customer experience
AI remembers customer history, emotions, and needs across channels, enabling context-aware responses.
Dramatic improvement in operational efficiency
AI handles routine tasks, allowing operators to focus on more complex and valuable tasks.
Advanced decision-making
Real-time analysis and predictions enable managers and executives to make quick and accurate decisions.
The name “Mpower” is not just branding; we expect it to represent a fundamental shift in how companies leverage AI for customer service.
<What CXone Mpower can do>
- Mpower = Empowerment through AI
- Control, optimize, and predict your business to improve customer experience (CX)
- Improve customer interactions from simply responsive to intelligent and proactive
CXone Mpower was developed to integrate fragmented systems and spark a customer-first revolution that eliminates inefficiencies.
Barry Cooper, President, CX Division, NiCE, said, “CXone Mpower is the holy grail of CX. It lets businesses achieve it all. This is a culmination of the relentless innovation NiCE has driven in the last decade, bringing all our solutions together in a single, transformative offering. CXone Mpower is a rich convergence of CXone’s interaction-centric platform, our best-of-breed solutions and Enlighten’s purpose-built AI for CX, supercharging employees, driving super AI-powered interactions and exponentially boosting overall performance.”
In other words, Mpower is not just a product name, but the very power that fundamentally changes the relationship between companies and their customers.
What are the results?
Globally, we have achieved up to a 40% improvement in customer satisfaction (CSAT) and up to a 50% reduction in service costs.
Case Studies: How CXone Mpower is Transforming CX
In this chapter, we will introduce how CX is being transformed, including examples from around the world.
CXone Mpower is delivering game-changing results in the financial, hospitality, retail, and other industries.
We will introduce examples from each of these distinctive industries.
[Entertainment Industry]
Disney Streaming: Unified management of CX for four brands
- Background:
Disney Streaming, which operates multiple brands including Disney+, Hulu, ESPN+, and Star+, had different CX platforms for each brand, which led to operational complexity and inconsistencies in the customer experience. CXone was adopted to centrally manage multiple brands.
Results:
- Integrated data management by consolidating the CX platforms of four brands
- Significantly improved customer satisfaction (CSAT)
- Simultaneously reduced operational costs and improved response speed
Key Points: Streamlined multi-brand operations and consistent CX!
【Consumer Industry】
Nespresso: Self-resolution rate increased 12-fold!
- Background:
Nespresso, which has customers worldwide, was struggling with increasing inquiry response loads and low customer self-resolution rates.
Implementation Results:
- Optimization of knowledge base using AI
- Customer self-resolution rate increased 12 times
- Significantly reduced call center response times
Key point: Achieved CX that “resolves issues before inquiries” through AI utilization!
[Healthcare and Insurance Industry]
Global Insurance Company: Achieved both response quality and compliance
- Background:
In order to respond to complex regulations and high customer expectations, accurate and rapid responses were required.
Results:
- AI-powered real-time guidance standardizes agent response quality
- Significantly reduces the risk of compliance violations
- Improves customer satisfaction and NPS (Net Promoter Score)
Key point: “Smart insurance response” that balances regulatory compliance and CX improvement!
[Hospitality Industry]
Marriott Hotels: 6,500 agents integrated
- Background:
The massive CX infrastructure supporting 20 locations and over 8,400 hotels was facing the limitations of legacy systems.
Implementation results:
- Significantly reduced system update time with CXone
- Reduced the number of vendors and eliminated operational complexity
- Achieved global scalability and streamlined 46 million annual interactions
Key point: Flexible and high-quality customer service through global CX integration!
【Financial industry】
MoneyGram: Transforming the global money transfer experience
- Background:
MoneyGram, which provides services in over 200 countries, faced challenges with multilingual and multi-currency CX.
Benefits:
- Improved consistency and speed of customer service with CXone
- Reduced response times with AI-powered inquiry classification and routing
- Significantly improved customer satisfaction and agent productivity
Key point: Standardize CX quality even for complex international financial services!
Summary: CXone Mpower's proven results
Regardless of industry or size, CXone Mpower delivers both “customer satisfaction” and “operational efficiency.”
By combining the power of AI and people, CXone Mpower delivers the best experience for customers in the present moment. That is why CXone Mpower is the choice today.
We have received inquiries from numerous companies in Japan, and the number of well-known companies that have already adopted our solution is growing.
We look forward to sharing specific customer use case with all of you.
The Future of CXone Mpower
Contact centers are currently undergoing unprecedented change. The evolution of generative AI, rising customer expectations, and the social issue of labor shortages are converging, requiring a shift from traditional “reactive responses” to “proactive experiences.”
Furthermore, as digitalization accelerates, contact centers are evolving from mere “inquiry desks” to strategic points of contact that connect companies and customers.
Going forward, a “hybrid CX” model driven by the collaboration of AI and humans will become the norm, ushering in an era where real-time responsiveness, personalization, and self-service support are essential.
Against this backdrop, CXone Mpower is already gaining global attention not as a mere tool, but as a “strategic foundation” for shaping the future of CX. What is particularly noteworthy is that AI does not simply automate tasks, but functions as a complement and enhancement to human judgment and empathy.
For example, AI remembers customers' past behaviors and emotions, predicts their likely needs, and makes real-time suggestions to agents. Or, it can automatically provide the most appropriate information before customers even make an inquiry. Such “proactive CX” is no longer a thing of the future but is already being realized through CXone Mpower.
In addition, CXone Mpower offers scalability and flexibility, making it suitable for implementation across industries and company sizes. As a cloud-based solution, it easily supports remote work and multi-location operations, enabling flexible adaptation to rapidly changing business environments.
The examples introduced in the previous chapter demonstrate that CXone Mpower is delivering results across industries and borders.
So, what value does CXone Mpower bring to companies in the Japanese market?
In Japan, where the aging population and declining birthrate are leading to a shortage of human resources and customer expectations are rising, providing high-quality CX with limited resources is becoming an urgent priority.
CXone Mpower unifies customer journeys across various channels, uses AI to remember past interactions, and suggests optimal responses at the optimal time, thereby reducing agent workload while improving customer satisfaction.
Furthermore, by centralizing and automating knowledge, even new employees can provide responses on par with veterans, eliminating dependency on individual employees. This is a significant advantage, especially in markets like Japan where service quality is highly valued.
Furthermore, with the evolution of generative AI, we expect to see more natural conversations, deeper personalization, and more advanced decision support in the future.
CXone Mpower is a platform that will continue to evolve while incorporating these future technological innovations. In an era where CX is a source of competitive advantage for companies, CXone Mpower is not just another option, but a partner in creating the future of CX.
To our Japanese customers—the future of CX has already begun.
CXone Mpower is not just an “efficiency tool.” It is the “future CX foundation” that evolves the relationship between customers and businesses in a deeper and smarter way.
Now is the time for Japanese companies to shift from “defensive CX” to “proactive CX.”
Why not join us in aiming to become a company that is chosen by customers?🚀 CXone Mpower is shaping the future of AI-powered CX—and we’re only getting started!
Summary
CXone Mpower is an innovative platform that combines the power of AI and people to evolve customer relationships in a deeper, smarter way.
The future of CX will be dominated by “proactive experiences” that predict, empathize, and optimize.
For Japanese companies to turn this change into an opportunity, it is essential to think outside the box and leverage flexible technology.
I firmly believe that CXone Mpower is the ideal partner to support this first step.
The future of CX has already begun. Let’s take that first step together now.
Ready to transform your CX strategy? Discover CXone Mpower today!
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