MetriNote – NICE Announces Orchestration Solution; Wins Enterprise Connect Best of Show

Published on: April 1, 2025

Author: Robin Gareiss, CEO and Principal Analyst What's the news? March 17, 2025 – NICE has announced CXone Mpower Orchestrator, which delivers end-to-end automation for customer service workflows by unifying all touchpoints on one AI platform. Orchestrator integrates AI-driven insights, third-party applications, and enterprise workflows into the CXone Mpower platform to provide full visibility into end-to-end customer journeys. What’s more, it can analyze, predict, and optimize processes in real-time to identify areas for improvement—and act on them. CX leaders have visibility into key metrics and pattern, and the ability to simulate changes to optimize results before actually implementing them. Orchestrator also enables non-technical users to implement workflow optimizations through a conversational AI interface and no-code tools.


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