NICE, a leading customer experience technology provider valued at USD10.7 billion, has launched CXone Mpower Agents, a new suite of AI solutions aimed at automating customer service operations across front, middle, and back-office functions. The initiative reflects NICE’s ongoing strategy to drive enterprise-wide digital transformation through scalable AI tools.

With a reported 12.6% revenue growth and strong financial performance—including a 67% gross margin—NICE continues to expand its AI-driven offerings. The newly introduced CXone Mpower Agents enable enterprises to create and deploy AI-powered agents in seconds using no-code, outcome-based prompts. These agents leverage NICE’s proprietary CX AI models, trained on real-time workflows and optimized employee behavior to streamline service delivery.

The Mpower platform supports two key applications: Mpower Copilot, which assists human employees with real-time support, and Mpower Autopilot, which independently manages customer interactions. By automating entire workflows rather than isolated tasks, the solution addresses a common industry gap, where many AI tools are limited to basic scripted responses or front-office use cases.

A distinctive capability of CXone Mpower Agents is “vibe-coding,” which allows businesses to align agent communications with their brand tone and policies without requiring any technical intervention. This customization ensures that AI agents maintain consistency with corporate identity while enhancing the customer experience.

Industry analysts note that the launch of CXone Mpower Agents signals a shift toward more comprehensive AI deployment in customer service. With the ability to identify high-impact automation opportunities and deliver tailored AI agents rapidly, the system supports increased efficiency, scalability, and employee productivity.

The rollout of this solution is part of NICE’s broader CXone Mpower platform strategy, designed to serve enterprises across multiple industries seeking integrated and intelligent customer engagement solutions.

In parallel with the product launch, NICE recently reported strong financial performance for the first quarter of 2025. Non-GAAP earnings per share reached USD2.87, exceeding the consensus estimate of USD2.84. Total revenue came in at USD700 million, representing a 6% year-over-year increase, while cloud revenue grew by 12%. The company’s free cash flow stood at USD265 million, significantly ahead of projections.

Strategic collaborations with leading technology providers, including ServiceNow and AWS, are further bolstering NICE’s AI capabilities. These partnerships aim to enhance automation, service delivery, and operational efficiency across client ecosystems.

Market analysts have responded positively to these developments. While some firms maintained neutral stances, others reaffirmed or increased their price targets, citing confidence in the company’s innovation roadmap and financial stability.