NiCE officially launched its CXone Mpower solution today. This dedicated local instance is now fully operational. The launch is a huge expansion for the company. It boosts its powerful AI Customer Experience Platform. This setup uses redundant data centers. These sites are in Cape Town and Johannesburg. This helps financial institutions greatly. It assists regulated industries and large enterprises quickly. They can now offer personalized and compliant service. This local hosting provides a key strategic base for NiCE. It supports growth across the entire African continent.
This new local structure is vital. It guarantees that all customer data stays in South Africa. This is crucial for local data governance rules. Therefore, companies can easily meet strict regulatory needs. The region is rapidly changing its approach now. They are embracing new AI-enabled ecosystems. The launch of CXone Mpower supports this trend well. The cloud-native platform unifies all interactions. Furthermore, it orchestrates customer journeys end-to-end. This assures data residency for every user.
Driving Customer Service Transformation
The new solution brings agentic AI to the area. This capability followed the Cognigy acquisition. The combined systems automate conversations effectively. They also assist human agents during interactions. The AI understands context and executes tasks fast. This blends human empathy with smart automation successfully. This is a major advance for customer service. NiCE has also invested in telecom infrastructure. This keeps voice traffic within the region easily. Consequently, this ensures low latency for all voice calls. It also improves overall call quality greatly. This creates a very resilient customer experience.
Darren Rushworth, President of NiCE International, commented on this regional focus:
“South Africa is a global leader in customer experience delivery and a region with enormous growth potential. By bringing a locally hosted and dedicated CXone Mpower instance to market, we are supporting organizations in their shift toward AI-assisted, outcome-driven customer service. This launch strengthens our long-term commitment to the region and provides a platform that can scale across Africa as organizations modernize their customer engagement environments. It ensures that South African enterprises and BPOs have the technology foundation needed to compete and lead on the global stage.”
Local availability allows companies to automate tasks. They can now support agents with intelligent guidance. They also orchestrate journeys across various systems. The platform helps measure performance in real time. This leads to continuous service improvement. NiCE offers a secure local cloud platform. It gives a complete view of every customer. This ultimately improves agent performance and satisfaction. Organizations will profit from this advanced AI Customer Experience Platform. The launch confirms NiCE’s focus on the region.
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News Source: Businesswire.com
