NICE has announced a new strategic collaboration agreement (SCA) with Amazon Web Services (AWS). As a part of this collaboration, CXone Mpower will now be available in AWS Marketplace. This combines the strengths of NICE’s CXone Mpower industry-leading AI platform and AWS AI/machine learning (ML) services like Amazon Bedrock and Amazon Q Business to unify fragmented service operations, streamline complex workflows, and empower organisations to deliver smarter, faster, and more connected experiences.
NICE and AWS are working together to make it easier for businesses to implement end-to-end automation strategies that adapt to changing needs and deliver real-time impact and value. Barry Cooper, president, CX Division, NICE, said, “Organisations are under pressure to unify fragmented service operations and unlock the full value of AI. Through our collaboration with AWS, we’re addressing this urgent need, bringing together industry-leading AI and cloud capabilities to help businesses automate customer service workflows end-to-end, with the speed, flexibility, and scale today’s environment demands.”
Thomas Laird, chief executive officer, Expivia, said, “With NICE and AWS working together, we’re excited to supercharge our workflows and unleash the full potential of intelligent automation. This relationship empowers us to redefine customer experience at unheard of speed, precision, and agility in the era of agentic AI.”
Bernie Arnason, industry director, Frost and Sullivan, said, “As businesses enter a critical phase with AI and cloud, moving past proof of concept into production at scale, collaborations between technology leaders like NICE and AWS are a welcome development. These important industry collaborations have never been more important.”
Chris Grusz, managing director, technology partnerships, AWS, said, “NICE’s customer experience expertise combined with AWS’s cloud and AI capabilities creates a powerful relationship that helps businesses transform their operations. By bringing CXone Mpower to AWS Marketplace and deepening our technical integration, we’re making it simpler for organisations to implement intelligent automation at scale, ultimately delivering better experiences for their customers while achieving greater operational efficiency.”
