NICE & AWS join forces to deliver AI-powered customer service

NICE and Amazon Web Services (AWS) have entered into a strategic collaboration agreement intended to accelerate the deployment of artificial intelligence (AI), cloud, and automation technologies in customer service operations.

The collaboration will make NICE's CXone Mpower AI platform available on AWS Marketplace, allowing businesses to combine NICE's AI capabilities with AWS technologies, including Amazon Bedrock and Amazon Q Business. This joint offering is designed to unify previously fragmented service operations and modernise complex workflows, aiming to enable organisations to deliver more streamlined and connected customer experiences.

According to NICE, businesses leveraging this collaboration will be able to simplify their access to AI solutions, benefit from quicker deployment cycles, and scale their customer service operations more efficiently. The objective is to help organisations implement end-to-end automation that is adaptable to changing requirements and delivers tangible, real-time results.

The agreement includes active co-innovation between NICE and AWS, allowing organisations to use their own data across front, mid, and back office operations. By combining NICE's customer experience AI-specific models with AWS technology and implementing them through CXone Mpower, the companies aim to provide a 'next-generation' approach for enterprises pursuing control, flexibility, and the ability to innovate as needed.

Additionally, the availability of CXone Mpower in AWS Marketplace is intended to streamline the process for businesses to discover, acquire, and deploy enterprise customer experience AI solutions. NICE stated that this allows organisations to take full advantage of their existing AWS commitments and simplifies procurement processes.

Barry Cooper, President of the CX Division at 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 at Expivia, noted the potential benefits for operational efficiency: "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."

Industry observers also welcomed the partnership. Bernie Arnason, Industry Director at Frost and Sullivan, commented, "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."

From AWS, Chris Grusz, Managing Director of Technology Partnerships, 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."

The collaboration is positioned as an opportunity for organisations to eliminate data silos, drive service innovation, and maintain agility in how they deliver customer service, using a unified approach anchored in cloud-native technologies.