New solution orchestrates and automates customer service workflows with agentic AI to reduce cost and accelerate resolution across front-office care and back-office operations
NICE announced the launch of CXone Mpower Orchestrator, the only solution that delivers true end-to-end automation for customer service by unifying all touchpoints, including virtual agents, live agents and back-office workflows, on a single AI platform. The solution was unveiled at Enterprise Connect, the leading conference and exhibition for enterprise communications and collaboration in North America.
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Built natively on CXone Mpower, the industry’s leading customer service AI platform, Orchestrator seamlessly integrates AI-driven insights, third-party applications, and enterprise-wide workflows into a unified, automated, and optimized framework. Unlike traditional workflow tools that offer only partial visibility or limited automation, Orchestrator analyzes, predicts, and optimizes processes dynamically, proactively identifying and implementing improvements across the entire service ecosystem.
Complete operational visibility is a priority for business leaders. About 68% of IT professionals reported data silos as a top concern for 2025 in a recent report from Dataversity. While legacy BI tools can create silos, Orchestrator eliminates them with seamless integration across the customer service application landscape, a critical variable in process automation and workflow optimization, delivering:
- Seamless Workflow Orchestration – Unifies all customer service operations from intent to fulfillment across human-assisted and self-service touchpoints, integrating third-party systems.
- Intelligent Process Analysis: Provides real-time visibility into key metrics, detects patterns, identifies optimization opportunities, and simulates changes before implementation.
- Predictive Optimization: Continuously optimizes with AI-driven insights, personalizes workflows via “Experience Memory,” and forecasts automation, satisfaction and process improvements, giving clear visibility into the impact of changes before they are implemented.
- Business-User Empowerment: Enables non-technical users to implement workflow optimizations through a conversational interface, with conversational AI and no-code tools.
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Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics, said, “Announcing NICE CXone Mpower Orchestrator at Enterprise Connect gives attendees the opportunity to see the solution live on the show floor. It is a powerful way to understand how every stage of a customer journey – from self-service inquiry to live agent interaction and ultimately workflow completion – can be orchestrated with a single platform built on CX AI. Even more impressive is how each AI-assisted interaction can be used to continually perfect how a brand interacts with its customers.”
Barry Cooper, President, CX Division, NICE, said, “Customer service leaders are drowning in AI and automation tools that create more complexity instead of delivering real efficiency. CXone Mpower Orchestrator changes the game—eliminating silos, unifying operations, and giving businesses a single, intelligent view of every customer service workflow. Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator enables leaders to proactively identify automation opportunities, optimize processes, and drive efficiency like never before.”
Orchestrator leverages NICE’s CX-specific AI models, trained with industry and brand-specific data, ensuring every insight is relevant, accurate and aligned with an organization’s unique brand identity and key performance indicators (KPIs).
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Source – Businesswire
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