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AI lifts customer service satisfaction as global happiness falls
Unified Communications

AI lifts customer service satisfaction as global happiness falls

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE's report.

By Sean Mitchell • 4 min read • Thu, 12th Jun 2025

Global Stories

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NiCE acquires Cognigy for USD $955 million to boost AI-powered CX
Unified Communications

NiCE acquires Cognigy for USD $955 million to boost AI-powered CX

NiCE to acquire Cognigy for USD $955 million, combining AI platforms to enhance global customer experience with advanced conversational AI solutions.

By Sean Mitchell • 3 min read • Tue, 29th Jul 2025
NiCE honours EMEA & APAC firms for AI-driven CX excellence
Unified Communications

NiCE honours EMEA & APAC firms for AI-driven CX excellence

NiCE celebrates EMEA and APAC firms for AI-driven customer experience excellence at its 2025 International CX Excellence Awards, spotlighting innovation and impact.

By Melania Watson • 3 min read • Fri, 4th Jul 2025
Staysure adopts NiCE AI platform to boost digital travel insurance
Unified Communications

Staysure adopts NiCE AI platform to boost digital travel insurance

Staysure has adopted NiCE's CXone Mpower AI platform to enhance its digital travel insurance customer experience across Europe with omnichannel support.

By Melvin Hipolito • 3 min read • Wed, 2nd Jul 2025
NiCE & AWS deepen AI partnership to power CX automation
Unified Communications

NiCE & AWS deepen AI partnership to power CX automation

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

By Melvin Hipolito • 4 min read • Thu, 19th Jun 2025
NiCE launches CXone Mpower Agents to automate customer service
Unified Communications

NiCE launches CXone Mpower Agents to automate customer service

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

By Sean Mitchell • 3 min read • Wed, 18th Jun 2025
NiCE & Snowflake partner to boost secure AI-driven data sharing
Unified Communications

NiCE & Snowflake partner to boost secure AI-driven data sharing

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

By Melvin Hipolito • 3 min read • Tue, 17th Jun 2025
AI boosts customer service happiness as global wellbeing falls
Unified Communications

AI boosts customer service happiness as global wellbeing falls

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

By Sean Mitchell • 4 min read • Thu, 12th Jun 2025
NiCE announces 2025 partner awards for AI & automation excellence
Unified Communications

NiCE announces 2025 partner awards for AI & automation excellence

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

By Melania Watson • 3 min read • Fri, 6th Jun 2025
NICE & AWS join forces to deliver AI-powered customer service
Software-as-a-Service

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

NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.

By Sean Mitchell • 3 min read • Wed, 14th May 2025
NICE & ServiceNow partner on AI to unify customer service
Customer Relationship Management

NICE & ServiceNow partner on AI to unify customer service

NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.

By Shannon Williams • 4 min read • Thu, 8th May 2025
Wazoku & NICE offer USD $4 million grants for tech in China
Unified Communications

Wazoku & NICE offer USD $4 million grants for tech in China

Wazoku and China's NICE launch a USD $4 million grant initiative supporting tech innovators in the Yangtze Delta across five key sectors.

By Kaleah Salmon • 3 min read • Tue, 6th May 2025
Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
NICE named leader in IDC's 2024 conversational AI report
Unified Communications

NICE named leader in IDC's 2024 conversational AI report

NICE has been recognised as a Leader in the IDC MarketScape for Worldwide Conversational Intelligence and Analytics 2024, showcasing significant market innovation.

By Sean Mitchell • 2 min read • Thu, 20th Mar 2025
NICE unveils CXone Mpower Orchestrator for service AI
Unified Communications

NICE unveils CXone Mpower Orchestrator for service AI

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

By Sean Mitchell • 2 min read • Wed, 19th Mar 2025
Optus & NICE upgrade Great Southern Bank call centres
Unified Communications

Optus & NICE upgrade Great Southern Bank call centres

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

By Catherine Knowles • 3 min read • Thu, 5th Dec 2024
NICE CXone platform sees 80% increase in interactions
Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024

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