NiCE CXone Mpower
BetaEnterprise CCaaS. NiCE-Cognigy merger September 2025.
Enterprise CCaaS competitor to Genesys, including the Cognigy voice-and-chat capabilities (Cognigy was acquired by NiCE in September 2025). Intramedial receives the CXone Agent Assist Hub Text WebHook (WebHooksMessagesRequest with AgentAssistUtterance_V1): each agent, patron, and system utterance becomes a channel message, with participant role determining direction.
- Category
- Contact-centre AI
- Runtime
- Managed SaaS — nothing to install
- Pattern
- Webhook
- Adapter package
- None — configured on the Intramedial side
Status
NiCE CXone Mpower is Beta.
The integration path is built and tested. Customers can attach now; expect minor breaking changes until the 1.0 contract freeze.
How to attach
Webhook.
Issue a workspace API key
Generate a key in the dashboard under Settings → API Keys, scoped to the workspace and environment this agent's data should land in.
Issue an ingest secret
POST /api/ingest/secrets with {"platformId":"webhook:nice-cxone"} and a workspace token. It returns the signing secret and the exact URL to deliver to. The secret is shown once.
Add both in NiCE CXone Mpower
Paste that URL and secret into NiCE CXone Mpower's outbound-webhook settings. Issuing a second secret before revoking the first is how you rotate: both verify until you revoke the old one, so nothing in flight breaks mid-changeover.
Confirm the signature
Intramedial verifies the HMAC on every delivery and rejects anything unsigned, so a misconfigured secret fails loudly rather than silently dropping records.
Verify
Trigger one agent run. The Witness page shows the record once the agent has emitted it.
What gets recorded
1 event type, captured today.
- channel.message
- Messages sent and received over the agent's channels (Telegram, Slack, Discord, …).
Same category
Others in Contact-centre AI.
- Genesys Cloud AIBeta
CCaaS leader (~$2B revenue). Agentic AI on agent-augmentation suite.
- Five9 Genius AIBeta
Established CCaaS with agentic AI layer.
- Talkdesk AIBeta
AI-forward CCaaS. Mid-market focus.
- Avaya AIBeta
Legacy enterprise CCaaS with AI layer.
- Regal AIBeta
Enterprise outbound/inbound voice-AI agent platform for large contact centers handling…
- ParloaBeta
Voice-first AI Agent Management Platform that owns the audio pipeline and integrates wi…
Start recording NiCE CXone Mpower agents.
Every NiCE CXone Mpower run lands in the same canonical Witness record as every other framework in the catalogue: signed, replayable, and exportable as evidence.
A Trustvice ProductAgents act when the plane says yes, and the record says why.
Put admission in front of your MCP servers, repositories, SaaS tools and cloud accounts. Every agent gets a lease or a reason – and you keep the lever to stop any of them.
