NICE, announced that it was named the Overall Best of Enterprise Connect and recognized for Best Innovation in Customer Experience at Enterprise Connect 2025, a leading conference and exhibition for enterprise communications and customer experience. Both accolades were awarded for NICE’s CXone Mpower Orchestrator, the only solution that delivers true end-to-end automation for customer service by unifying all touchpoints, including virtual agents, live agents and back-office workflows, on a single AI platform.
Best of Enterprise Connect recognizes excellence and innovation in the enterprise communications and collaboration industry. Judges reviewed entries focusing on factors including technology advancement, innovation and business impact.
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Built natively on CXone Mpower, the industry’s leading customer service AI platform, Orchestrator seamlessly integrates AI-driven insights, third-party applications, and enterprise-wide workflows into a unified, automated, and optimized framework. Unlike traditional workflow tools that offer only partial visibility or limited automation, Orchestrator analyzes, predicts, and optimizes processes dynamically, proactively identifying and implementing improvements across the entire service ecosystem.
Orchestrator also connects customer service operations from intent to fulfillment across human-assisted and self-service touchpoints. It allows businesses to personalize workflows and forecast automation, satisfaction and process improvements, giving clear visibility into the impact of changes before they are implemented.
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Eric Krapf, General Manager, Enterprise Connect said, “Each year we have the honor to celebrate the most innovative technologies in the enterprise communications and customer experience industry. This year, we congratulate NICE on its superior innovation with CXone Mpower Orchestrator. It is a highly impactful development in customer service automation, and we’re pleased to recognize this innovation with the Overall Best of Enterprise Connect award.”
Barry Cooper, President, CX Division, NICE, said, “CXone Mpower Orchestrator tackles the top challenge plaguing IT leaders today: siloed operations. In an era of complex customer service—spanning live and AI agents across countless channels as well as blurred boundaries with the rest of the organization— Orchestrator delivers the clarity and control of workflows that enterprises need. I’m thrilled that the Best of Enterprise Connect awards has recognized this groundbreaking innovation in AI-driven customer service automation for IT and business leaders.”
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