Monday, December 22, 2025
NiCE has officially rolled out a dedicated local instance of NiCE CXone Mpower in South Africa, marking a major milestone in the company’s expansion across Africa’s rapidly growing customer experience (CX) landscape. With the platform now fully operational, the new instance is hosted in redundant data centers located in Cape Town and Johannesburg. This ensures enterprises—especially financial institutions and organizations in regulated sectors—can deliver seamless, compliant, and deeply personalized customer experiences across digital and voice channels.
The launch positions NiCE to scale its footprint throughout the African continent, with customer deployments already in progress in several countries. Importantly, by keeping all CXone Mpower applications and customer data within South Africa, the company enables businesses to meet stringent regulatory and data residency requirements—a top priority for enterprises navigating today’s compliance-driven environment.
South African businesses are accelerating their transition from traditional call centers to AI-enabled, omnichannel customer engagement ecosystems. To support this shift, organizations require platforms that deliver real-time intelligence, strong data governance, operational resilience, and measurable business outcomes. CXone Mpower addresses these needs by offering a unified, cloud-native platform built to orchestrate end-to-end interactions and customer journeys—while guaranteeing local data residency.
A highlight of this launch is the introduction of NiCE’s agentic AI capabilities to the African market, strengthened further by its acquisition of Cognigy. The combined technologies enable advanced automation and agent-assisted experiences, powered by AI systems capable of listening, understanding context, and taking action across enterprise applications in real time. This fusion of human empathy and intelligent automation allows organizations to scale CX operations without sacrificing quality.
CXone Mpower’s South Africa deployment also introduces a highly secure, locally hosted CX AI Engagement Platform that integrates digital channels, voice interactions, and agentic AI. Its Workforce Augmentation suite delivers a complete 360-degree view of customer journeys, enhancing agent productivity, performance, and satisfaction. Native AI features—such as intelligent workspaces for supervisors and agents, predictive insights, and full journey orchestration—empower enterprises to streamline workflows while maintaining compliance with regional data governance laws.
Beyond hosting capabilities, NiCE has strengthened its telecommunications infrastructure to ensure that voice traffic remains fully within the region. This investment guarantees low-latency performance, enhanced call quality, and greater resilience for customers engaging across Africa’s wider communications network.
Darren Rushworth, President of NiCE International, emphasized the region’s significance, stating, “South Africa is a global leader in customer experience delivery and a region with enormous growth potential. By bringing a locally hosted and dedicated CXone Mpower instance to market, we are supporting organizations in their shift toward AI-assisted, outcome-driven customer service…”
The South African launch is part of NiCE’s broader strategy to accelerate the adoption of CX AI worldwide. With the platform now available locally, organizations can automate routine interactions, provide real-time agent support, orchestrate customer journeys across integrated systems, and measure performance continuously to drive ongoing improvements.
NiCE plans to continue collaborating with local systems integrators and technology partners to support customer onboarding. A series of executive briefings, industry roundtables, and hands-on enablement workshops will take place over the coming months to help organizations maximize the value of the platform.
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