Monday, December 22, 2025
In a significant move to reshape the landscape of global customer service, NiCE has officially unveiled an expansion of its strategic partnership with IGT Solutions. This collaboration is designed to fast-track AI-first CX transformation for major international enterprises. By leveraging the NiCE Strategic Partner Program (SPP), IGT Solutions—a renowned leader in digital and data-centric solutions—will implement the award-winning CXone Mpower platform. Consequently, this initiative aims to provide highly proactive, intelligent, and human-centric customer experiences.
Both companies share a unified vision to redefine modern contact center operations and drive tangible business results. This enhanced partnership effectively merges IGT Solutions’ extensive domain knowledge with the technological prowess of the CXone Mpower platform. Specifically, IGT Solutions intends to utilize CXone Mpower to support its vast network of aviation and travel clients across more than 30 delivery centers. By enhancing inbound customer engagement with sophisticated AI capabilities, the companies aim to significantly reduce Average Handle Time (AHT) while simultaneously elevating customer satisfaction levels. Furthermore, the technology will orchestrate seamless journeys across both voice and digital channels, ensuring a consistent omnichannel platform experience.
regarding the collaboration, Chris Campton, SVP CX Transformation at IGT Solutions, stated:
“IGT Solutions and NiCE have a long-standing relationship built on the combined value of domain expertise and AI-led innovation. Through this expanded partnership, we open the way to bringing the true power of NiCE CXone Mpower to our customers. We look forward to delivering on this world-class partnership and creating a NiCE world together.”
As a key component of the SPP, IGT Solutions will concentrate its go-to-market strategies on the complete CXone Mpower ecosystem. This comprehensive suite includes enterprise-grade voice services and future-ready innovations, such as NiCE Cognigy conversational AI and NiCE Feedback Management. Importantly, all these tools are delivered via a unified cloud platform, simplifying operations for global brands.
Darren Rushworth, President, NiCE International, commented on the alignment between the two firms:
“Our collaboration with IGT Solutions has always been rooted in a shared commitment to innovation and customer success. By deepening our partnership through the Strategic Partner Program, we’re supporting IGT with the full power of NiCE CXone Mpower to transform experiences at scale.”
This strengthened alliance builds upon a robust, pre-existing relationship wherein IGT Solutions has successfully delivered CX services enabled by NiCE technologies, including CXone Mpower and Nexidia Analytics, to numerous enterprise brands. Looking ahead, IGT will continue to establish Centers of Excellence under this expanded partnership. These hubs will fuse AI, analytics, and human expertise to drive superior outcomes, marking a pivotal step in the ongoing digital transformation of the industry.
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