NiCE announced an expanded strategic collaboration with Amazon Web Services, to fast-track the development, deployment, and scaling of intelligent AI-powered solutions designed to automate end-to-end customer service operations. This next phase of the partnership combines NiCE’s proven leadership in customer service automation and deep domain expertise with the advanced capabilities of AWS’s scalable cloud infrastructure and cutting-edge AI services.
By leveraging NiCE’s CXone Mpower platform alongside Amazon’s Nova family of large language models (LLMs) and services such as Amazon Bedrock, Amazon Q, and Amazon SageMaker, the companies aim to transform enterprise operations. This collaboration is enabling organizations to implement intelligent automation at scale—accelerating time-to-value, increasing operational efficiency, and delivering measurable outcomes across the front, middle, and back office.
“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. “Together, we’re delivering enterprise-wide automation, turning vision into action across the front, middle and back office. Mpower Agents are just one example: AI-powered agents that deploy instantly, adapt in real time and operate with precision at scale.”
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“This collaboration is a textbook case of complementary strengths coming together: NiCE has the domain depth, the data, and the AI maturity in CX; AWS has the tools, infrastructure, and generative AI firepower,” said Mila D’Antonio, principal analyst, Omdia. “The result is innovation like Mpower Agents that are enterprise-ready, context-aware, and built to scale, delivering automation with both intelligence and impact.”
“This collaboration between NiCE and AWS is raising the bar for what’s possible with AI in the enterprise. By combining deep expertise with powerful technology, it will help us move faster, work smarter, deliver more value across the board, and ultimately provide a better, more personalized experience for our customers,” said Taylor Mobley, Chief Revenue Officer, Bamboo Insurance.
“We’re always excited to see the innovative things we can do with CXone Mpower… and we know CXone Mpower will evolve with us, so we can continue to improve the customer experience—even into the future,” said Susan Campbell, Director Customer Experience, Vera Bradley. “I feel like NiCE wants to make us a better version of ourselves. And there aren’t a lot of other companies that really invest in thought leadership, especially around how AI will forever change the face of the contact center.”
“At AWS, we’re committed to providing the capabilities to help businesses with AI-powered transformations,” shared Rohan Karmarkar, managing director, partner solution architecture at AWS. “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. This collaboration with NiCE demonstrates how AWS’s generative AI capabilities can help accelerate innovation at scale across customer experience workflows.”