NiCE has announced the launch and general availability of a fully dedicated, locally hosted instance of NiCE CXone Mpower in South Africa—marking a major milestone in the company’s expansion of AI-powered customer experience capabilities across the African continent. With this rollout, the platform is now live in South Africa, backed by data centers in Cape Town and Johannesburg. This setup helps banks, regulated industries, and big companies create connected, compliant, and personalized customer experiences on all channels. It also supports NiCE’s growth in various African markets.
A major benefit of this deployment is that all CXone Mpower applications and customer data stay in South Africa. Local data residency is crucial for organizations that must follow strict national data laws.
South African businesses are shifting fast from traditional contact centers to AI-driven engagement systems. They need platforms that provide real-time decision-making. These platforms should also ensure resilience and strong data governance. Most importantly, they must help achieve measurable business results. CXone Mpower gives organizations a cloud-native solution. They can manage customer interactions and journeys from start to finish. It also ensures local hosting and meets regulatory compliance.
This launch also introduces NiCE’s advanced agentic AI capabilities to the region, following the company’s acquisition of Cognigy. Together, the platforms deliver both automated and agent-assisted interactions powered by AI that can interpret intent, understand context, and execute tasks across enterprise systems in real time. This enables organizations to blend human empathy with intelligent automation at scale.
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NiCE’s CX AI Customer Engagement Platform, enabled through the South Africa–based CXone Mpower instance, provides a secure, locally hosted environment for seamless contact center operations across digital and voice channels. With a full Workforce Augmentation suite, organizations can gain a complete 360° view of customer journeys, elevate agent performance, increase satisfaction, and improve overall customer experience—all while adhering to local compliance standards. Native AI features, including intelligent workspaces, AI-powered insights, and journey orchestration, help teams streamline processes, improve productivity, and unify experiences across front-office, mid-office, and back-office teams.
Beyond platform hosting, NiCE has also invested in regional telecommunications infrastructure to ensure that all voice traffic remains within South Africa. This enhances reliability, reduces latency, and boosts call quality—creating a more resilient customer engagement experience across the continent.
“South Africa is a global leader in customer experience delivery and a region with enormous growth potential,” said Darren Rushworth, President of NiCE International. “By bringing a locally hosted and dedicated CXone Mpower instance to market, we are supporting organizations in their shift toward AI-assisted, outcome-driven customer service. This launch strengthens our long-term commitment to the region and provides a platform that can scale across Africa as organizations modernize their customer engagement environments. It ensures that South African enterprises and BPOs have the technology foundation needed to compete and lead on the global stage.”
The launch of CXone Mpower in South Africa supports NiCE’s global plan to boost CX AI use. Local access lets organizations automate routine tasks. It helps agents with smart guidance. They can manage customer journeys across various systems and measure results in real time for continuous improvement.
NiCE will keep working with local tech partners and systems integrators. They will help customers with executive briefings, regional roundtables, and hands-on workshops in the next few months.