TalkTalk, a leading UK connectivity provider, has partnered with NiCE to deploy CXone Mpower, an AI-powered customer service automation platform. This collaboration aims to streamline operations and enhance customer experiences by unifying multiple systems into a single, intelligent platform, setting a new standard for the UK telecom industry.
TalkTalk adopts NiCE’s CXone Mpower to transform customer service.
Unifies multiple operating systems into one AI-driven platform.
Empowers agents with real-time, automated tools for faster resolutions.
Aims to deliver seamless, scalable customer experiences.
Part of TalkTalk’s strategy to simplify operations and boost satisfaction.
Keynote on digital transformation at NiCE’s Interactions International 2025.
TalkTalk’s adoption of CXone Mpower integrates its existing operating systems into a single, cloud-native AI platform. This unification streamlines end-to-end customer service processes, reducing inefficiencies and enabling front-line agents to focus on customer interactions. The platform’s built-in AI provides intelligent writing tools and real-time, relevant answers, minimizing manual interventions and enhancing operational efficiency.
CXone Mpower equips TalkTalk’s agents with tools to deliver faster response times and more accurate resolutions, aligning with the expectations of digitally connected customers. By leveraging AI to automate repetitive tasks, the platform ensures seamless, scalable experiences across broadband, TV, and phone services, supporting TalkTalk’s goal to become the UK’s most recommended Wi-Fi provider.
This partnership is a key component of TalkTalk’s broader strategy to simplify its operating platform through innovative technology. By adopting CXone Mpower, TalkTalk aims to create a customer-friendly ecosystem that prioritizes reliability and affordability, reinforcing its position as a challenger in the UK connectivity market since the early 2000s.
“We are transforming our approach to customer service to meet the expectations of today’s digitally connected customers. Partnering with NiCE will give us a powerful and practical customer service platform powered by AI, enabling us to provide faster resolutions and a better customer experience,” said Neil Smith, Chief Operating Officer, TalkTalk.
“We are extremely thrilled to be working with TalkTalk at such a pivotal point in their customer service transformation. By unifying operations with CXone Mpower, TalkTalk is eliminating inefficiencies and setting a new benchmark for AI-driven customer service in the UK telecom industry. Their commitment to innovation ensures they remain at the forefront of delivering seamless, scalable, and automated customer experiences. This will be a game-changer for TalkTalk, its customers and employees,” said Darren Rushworth, President, NiCE International.
TalkTalk’s adoption of CXone Mpower marks a significant step toward redefining customer service in the telecom sector. With a keynote presentation by Neil Smith and Bhavesh Panchal at NiCE’s Interactions International 2025 event in London on July 2, TalkTalk will showcase its digital-first transformation, highlighting the impact of AI-driven innovation on customer satisfaction and operational efficiency.
TalkTalk is the UK’s largest value for money connectivity provider with broadband, TV and phone customers. Since entering the market in the early 2000s, we’ve had a proud history as an innovative challenger believing that connectivity should be simple, affordable, reliable, and fair. TalkTalk is the consumer business of the TalkTalk Group, headquartered in its Soapworks HQ in Salford, Greater Manchester.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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