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HOBOKEN, N.J. - NICE (NASDAQ:NICE), a $10.7 billion customer experience technology leader with robust financials and 12.6% revenue growth, has introduced CXone Mpower Agents, a new AI solution designed to automate complete customer service workflows across front, middle, and back-office operations. According to InvestingPro data, the company maintains strong profitability with a 67% gross margin.
The technology enables businesses to create and deploy AI agents in seconds that can work throughout the customer service ecosystem. These agents utilize NICE’s proprietary CX AI models, which are trained on use case-specific data and optimized workflows based on top employee actions.
According to NICE, the system identifies high-impact automation opportunities and generates AI agents using outcome-based, no-code prompts. The agents can support employees via Mpower Copilot or serve customers directly through Mpower Autopilot.
"There’s a big difference between AI that talks and AI that gets things done," said Barry Cooper, President of NICE’s CX Division. "While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end."
A key feature of the system is its ability to adapt to a business’s unique tone and policies through "vibe-coding," allowing business users to customize each agent’s communication style without technical expertise.
Maribel Lopez, Principal Analyst at Lopez Research, noted in the press release that while AI agents are becoming essential for modern customer service, most are limited to scripted responses or narrow front-office use cases. "What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office," Lopez said.
The new offering is part of NICE’s broader CXone Mpower platform, which aims to deliver automated customer service solutions across industries.
This article is based on a press release statement from NICE.
In other recent news, NICE Ltd. reported its first-quarter financial results for 2025, showing non-GAAP earnings per share of $2.87, slightly above the consensus estimate of $2.84. The company’s non-GAAP revenue reached $700 million, marking a 6% year-over-year increase, while its cloud revenue rose by 12%. NICE’s free cash flow was notably strong at $265 million, surpassing the anticipated $226 million. In terms of strategic partnerships, NICE announced collaborations with ServiceNow and AWS to enhance AI-powered customer service solutions and automation capabilities. These partnerships aim to improve service delivery and operational efficiency by leveraging AI technologies. Analyst firms have responded to these developments with varied ratings: Cantor Fitzgerald maintained a Neutral rating with a $161 target, while Citizens JMP reiterated a Market Outperform rating with a $300 target. Additionally, DA Davidson raised its price target to $185, maintaining a Buy rating, citing confidence in NICE’s strategic positioning and financial health. Overall, NICE’s recent activities reflect its ongoing efforts to expand its technological capabilities and strengthen its market presence.
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