NICE expands AWS partnership to enhance AI customer service tools

HOBOKEN, N.J. - NICE (NASDAQ:NICE), a $10.7 billion customer experience technology company currently trading below its InvestingPro Fair Value, announced Tuesday an expanded strategic relationship with Amazon Web Services (AWS) to accelerate the development and deployment of AI-powered customer service automation solutions. The company has demonstrated strong financial performance with 12.6% revenue growth in the last twelve months.

The collaboration will integrate AWS generative AI services across NICE’s CXone Mpower platform, combining NICE’s customer service expertise with AWS’s cloud infrastructure and AI capabilities. InvestingPro analysis shows NICE maintains a strong financial position with more cash than debt on its balance sheet, supporting its technological expansion initiatives.

According to the company, the partnership will focus on three key areas: simplifying AI agent creation through Mpower Agents that can be generated without coding, driving enterprise automation via CXone Mpower Orchestrator, and empowering teams with AI augmentation through CXone Mpower Copilot.

"NICE brings decades of deep customer service expertise, rich data and a proven AI-based foundation. AWS brings enhanced scale, infrastructure and generative AI innovation," said Barry Cooper, President of NICE’s CX Division, in the press release.

The integration will utilize AWS services including Amazon Bedrock, Amazon Q, and the Amazon Nova family of large language models to enhance NICE’s automation capabilities.

Rohan Karmarkar, managing director of partner solution architecture at AWS, stated that the collaboration demonstrates "how AWS’s generative AI capabilities can help accelerate innovation at scale across customer experience workflows."

Taylor Mobley, Chief Revenue Officer at Bamboo Insurance, noted that the partnership "will help us move faster, work smarter, deliver more value across the board, and ultimately provide a better, more personalized experience for our customers."

The companies aim to deliver enterprise-wide automation that spans front, middle, and back office operations, according to the announcement. For investors seeking deeper insights into NICE’s AI-driven growth strategy and financial outlook, InvestingPro offers comprehensive analysis through its Pro Research Report, featuring detailed metrics and expert analysis of the company’s market position and growth potential.

In other recent news, NICE Systems Ltd. reported first-quarter 2025 financial results that met analyst expectations, with non-GAAP earnings per share slightly surpassing projections at $2.87. The company’s revenue reached $700 million, marking a 6% year-over-year increase, while cloud revenue rose by 12%, aligning with forecasts. NICE’s free cash flow notably exceeded expectations, coming in at $265 million. In strategic developments, NICE announced partnerships with ServiceNow and AWS to enhance AI-powered customer service solutions. These collaborations aim to improve service efficiency and automation capabilities across enterprises. Additionally, NICE introduced CXone Mpower Agents, an AI solution designed to automate customer service workflows. Analysts have weighed in on NICE’s performance, with DA Davidson raising its price target to $185 and maintaining a Buy rating, while Cantor Fitzgerald kept a Neutral rating with a $161 target. Meanwhile, Citizens JMP reiterated a Market Outperform rating with a $300 price target, reflecting confidence in NICE’s financial position and growth prospects.

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