NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower, is now available on the AWS Marketplace, enabling businesses to adopt and scale cutting-edge customer service solutions with greater ease.
“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,” said Barry Cooper, President, CX Division, NICE.
The collaboration brings together the capabilities of CXone Mpower with AWS’s advanced AI and machine learning tools, including Amazon Bedrock and Amazon Q Business. This integration aims to break down silos in service operations, simplify complex workflows, and enable businesses to provide faster, smarter, and more connected customer experiences.
By making enterprise-grade AI more accessible and scalable, the partnership aims to empower organizations to stay agile and drive innovation in their customer service strategies.
Performance boost across all touchpoints
The agreement reflects a shared mission between NICE and AWS to help organisations optimise their operations, reduce inefficiencies, and enhance performance across all touchpoints—from the front office to the back office. By co-innovating, the two companies are enabling businesses to leverage their data more effectively.
NICE’s domain-specific AI models, combined with AWS’s latest technology, are being operationalised within CXone Mpower to deliver real-time insights and value.
Moreover, the availability of CXone Mpower on AWS Marketplace makes it easier for organisations to discover, purchase, and deploy advanced AI-driven customer service solutions. This also allows companies to take advantage of their existing AWS commitments, streamlining procurement processes and accelerating time to value.
In addition, this collaboration lays the foundation for a new era in enterprise AI—one where organisations have complete control and flexibility to innovate on their own terms. By unifying cloud-native technologies and automation strategies, NICE and AWS are helping businesses unlock new levels of agility and customer experience excellence.
“NICE’s customer experience expertise combined with AWS’s cloud and AI capabilities creates a powerful relationship that helps businesses transform their operations,” said Chris Grusz, managing director, technology partnerships, AWS. “By bringing CXone Mpower to AWS Marketplace and also deepening our technical integration, we’re also making it simpler for organisations to implement intelligent automation at scale, ultimately delivering better experiences for their customers while achieving greater operational efficiency.”