NICE announced that its CXone MPower AI hyper platform managed a record number of automated customer interactions during the Black Friday and Cyber Monday holiday weekend, as businesses worldwide leaned into automation to meet soaring shopper demands.

In addition to the 80% total increase in year-over-year digital interactions for the holiday weekend, NICE reported single-day year-over-year (YOY) spikes of digital interactions during the weekend of 143% and 120%.

The surge in automated digital engagement reinforces the need for businesses to leverage the latest automation technology to seamlessly navigate peak holiday shopping traffic while exceeding customer expectations. NICE CXone Mpower equips businesses to design, build, and automate workflows, agents, and knowledge management, enabling unparalleled efficiency and delivering exceptional digital, automated customer experiences. As businesses gear up for the remainder of the holiday season, CXone MPower continues to help organisations excel during every critical moment.

“The Black Friday and Cyber Monday rush is always a challenge, and this year we were able to handle it better than ever with NICE’s support. From guiding customers to the perfect gift to resolving inquiries in real time, NICE empowered us to stay responsive and make every interaction, whether by phone, chat, or email, a positive experience. Our customers noticed the difference, and so did we,” said Jeffrey Fawcett, Director, Call Center & Training, Wine Country Gift Baskets.

“With higher digital interaction volume, the need to fully automate customer service is becoming the top priority for enterprises,” said Barak Eilam, CEO, NICE. “Today’s consumers demand immaculate service that is predictive, proactive, and automated. With CXone MPower, businesses aren’t just surviving the holiday rush—they are revolutionising their customer service. CXone Mpower leverages the power of AI and automation to enable businesses to anticipate customers’ needs to deliver exceptional experiences in the moments that matter most.”

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

Visit www.nice.com