NICE Unveils CXOne Mpower at Interactions 2024: A Closer Look at the AI-Infused Platform and Pricing Strategy

Are you ready to take your customer experience to the next level? NICE has just announced the general availability of CXOne Mpower, a cloud-based platform that leverages AI to revolutionize the way you interact with your customers. But what exactly does Mpower bring to the table, and how does it differ from other CX solutions on the market?

In a nutshell, CXOne Mpower is not just a new product, but rather an elegant integration of existing products and features under the CXOne and Enlighten brands. This includes omnichannel agent workspaces, call and screen recording, quality management, feedback management, knowledge management, workforce management, performance management, and interaction analytics. Enlighten’s offerings, on the other hand, include Autopilot for self-service, Copilot for Agents for agent assistance, XO for voice and text analytics, Copilot for Supervisors for natural language queries, and Actions for AI-based responses and recommendations.

But what sets Mpower apart is its focus on creating a seamless and personalized customer experience. The platform is designed to handle asynchronous, multi-channel interactions as a single conversation, with features like “Continuous CX Memory,” “Contextual Insights,” “Interconnected Data,” and “Unified Apps & Workflows” ensuring that every interaction is tailored to the individual customer.

One of the standout features of Mpower is its emphasis on “Skillability” and “Reverse Prompting.” These concepts highlight the evolution of customer-agent interactions, where customers and live agents can provide suggestions to improve future responses. This process, coined as “reverse prompting” by NICE CEO Barak Eilam, allows for continuous refinement of AI-generated responses and recommendations.

And the best part? Despite its advanced capabilities, CXOne Mpower comes with a surprisingly affordable pricing strategy. For just $249 per agent per month, you get access to all the features and functions of the platform, with an additional $0.25 charge per session involving Enlighten Copilot or Autopilot. This transparent pricing model ensures that you only pay for what you use, making it a cost-effective solution for businesses of all sizes.

But that’s not all – NICE is also offering 1CX, a UCaaS service that provides organization-wide communication and collaboration over multiple channels for just $5 per subscriber per month. This white-labeled service from 3CX further enhances the value proposition of CXOne Mpower, making it a comprehensive solution for all your customer experience and communication needs.

In conclusion, NICE’s CXOne Mpower is a game-changer in the world of customer experience. With its innovative features, affordable pricing, and seamless integration of AI technologies, it’s a platform that can truly transform the way you engage with your customers. So why wait? Upgrade to CXOne Mpower today and take your customer experience to new heights.