Beyond the Bot: NiCE Redefines Enterprise AI with Launch of Mpower AgentsBeyond the Bot: NiCE Redefines Enterprise AI with Launch of Mpower Agents
The market is shifting from digital transformation to AI-first operations – Ai is no longer expected to merely assist but to act.
June 30, 2025
At its 2025 Interactions event in June, NiCE unveiled what may be its most consequential innovation to date: CXone Mpower Agents. These AI agents represent a shift from conversational assistance to end-to-end operational automation—what NICE calls “enterprise-wide AI fulfillment.”
From the outset, NiCE CEO Scott Russell framed the announcement as a fundamental rethinking of customer service: not just improving experiences with AI but reinventing them. In his words, the goal is to “make service something customers value—and even look forward to.” That ambition finds its realization in Mpower Agents: fully orchestrated, no-code AI agents that operate across front, middle, and back-office functions, executing complex tasks and resolving issues proactively.
From AI assistant to AI workforce
CXone Mpower Agents are generated via NICE’s AI Studio, using natural language prompts to configure behaviors, workflows, and integrations. Each agent draws from NiCE’s Enlighten models, tapping into CX-specific data and real-time orchestration. They operate within a unified CX architecture—spanning call centers, knowledge systems, APIs, and CRM workflows. NiCE’s platform composability enables agents to move fluidly across enterprise systems.
This technical foundation underscores why NiCE isn't positioning Mpower as merely another feature—it's positioning it as infrastructure. NiCE also highlighted strategic partnerships with AWS, Snowflake, and ServiceNow, designed to ensure enterprise-grade scalability and integration.
As Barry Cooper, president of NiCE’s CX Division, explained, the platform was “rearchitected around AI.” The result is Mpower, a stack that makes real-time fulfillment not only possible but repeatable. “In a world of exponential change, the only thing that matters is value,” Cooper said. “The time for AI hype is over. It’s time to deliver outcomes.”
The introduction of enterprise-wide AI agents like Mpower highlights a broader trend beyond self-service and omnichannel routing: Enterprises are moving from AI that assists to AI that acts. This evolution is driven by several forces: Rising expectations from customers who want rapid resolution to their inquiries and personalized engagement; flanked by increasing cost pressures and workforce limitations among companies. Automation must now go beyond frontline deflection to support fulfillment, escalation, and event resolution. In short, the market is shifting from digital transformation to AI-first operations, with NICE’s Mpower setting a new benchmark for what’s possible.
About the Author
You May Also Like
