NiCE (announced an expanded strategic collaboration with Amazon Web Services (AWS) to advance intelligent automation through its CXone Mpower platform. By integrating AWS’s generative AI services, including Amazon Bedrock, Amazon Q, and Amazon SageMaker, with NiCE’s customer experience expertise, the partnership aims to deliver scalable, end-to-end customer service automation.
NiCE and AWS integrate CXone Mpower with Amazon Bedrock, Q, and SageMaker.
Mpower Agents enable no-code AI agent creation for tailored automation.
Mpower Orchestrator streamlines workflows across front, middle, and back offices.
Mpower Copilot boosts global team productivity with real-time AI guidance.
Collaboration leverages Amazon Nova LLMs for real-time, accurate decisions.
Customers like Bamboo Insurance and Vera Bradley praise enhanced CX capabilities.
The collaboration combines NiCE’s CXone Mpower platform with AWS’s AI infrastructure to transform enterprise operations. “NiCE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation,” said Barry Cooper, President, CX Division, NiCE. The partnership focuses on three high-impact use cases:
Mpower Agents allow businesses to generate AI agents instantly without coding, using Amazon Q index to access current policies, product info, and case histories for compliant outcomes. Integration with Amazon SageMaker enables agents to learn from CX data and top performers, achieving 95%+ accuracy in customer interactions.
CXone Mpower Orchestrator, enhanced by Amazon Q Business, automates workflows across front, middle, and back offices, eliminating silos. Support for Amazon Nova LLMs ensures real-time decisions optimized for speed and impact, enabling seamless customer journeys.
Mpower Copilot provides real-time AI guidance for agents, supervisors, and leaders, improving productivity. AWS’s global infrastructure ensures low-latency, scalable deployment worldwide, supporting efficient decision-making.
“This collaboration is a textbook case of complementary strengths coming together,” said Mila D’Antonio, principal analyst, Omdia. Customers echo this sentiment. “This collaboration between NiCE and AWS is raising the bar for what’s possible with AI in the enterprise,” said Taylor Mobley, Chief Revenue Officer, Bamboo Insurance. Susan Campbell, Director Customer Experience, Vera Bradley, added, “I feel like NiCE wants to make us a better version of ourselves.”
The partnership, initially announced in May 2025, now includes deeper integrations and CXone Mpower’s availability in AWS Marketplace, simplifying procurement. “By combining Amazon Bedrock, Amazon Q, and our Nova family of LLMs with NiCE's CXone Mpower, we're enabling enterprises to deploy intelligent automation that's both powerful and purpose-built for real customer challenges,” said Rohan Karmarkar, managing director, partner solution architecture at AWS.
NiCE and AWS’s collaboration sets a new standard for agentic AI in customer service, delivering scalable, intelligent automation that enhances experiences and operational efficiency.
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.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.