Why we joined the NiCE 360 Partner Program
Today we announced that PumpCX is an official NiCE 360 Technology Partner, as detailed in today’s press release.
While the partnership is new, the relationship isn't. PumpCX and NiCE have been working together for several years in some of the world's most demanding customer experience environments, helping organisations validate customer journeys at scale. Formalising that relationship through the NiCE 360 Partner Program is a natural next step, and one we're excited about.
We feel the timing for this partnership couldn’t be better.
Enterprises running NiCE CXone Mpower are operating some of the most sophisticated AI-first contact centre environments in the world. The customers we work with aren't experimenting with agentic AI, they're running it at scale. One enterprise customer deployment demonstrated the platform's scalability, supporting customer journeys with more than 40,000 concurrent customer interactions, over 100 calls per second and more than 12,000 virtual agents across complex, multi-channel experiences.
Those enterprises have moved well past the deployment decision. They need to know, with evidence they can actually stand behind, that their AI is doing what it's supposed to do. Before a change goes live. After a model update. Across every channel where a guardrail failure could produce a non-compliant customer interaction at scale.
Closing that gap is what PumpCX does. And it's what this partnership is designed to deliver.
What changes for NiCE CXone Mpower customers
Through the NiCE 360 Partner Program, PumpCX will be available to CXone Mpower customers directly via the NiCE CXexchange marketplace, with joint go-to-market activity and deep product integration planned for the second half of 2026.
Enterprises already running NiCE can layer in the assurance capabilities they need: continuous testing across voice, digital, and AI channels; AI behaviour analysis before and after every model update or configuration change; and audit-ready evidence that their AI is performing within policy.
The integration goes deep.
Our NiCE-native virtual agent gives teams live desktop control at scale during test runs, so they can see exactly what front-line agents see when AI behaviour changes. Our API-driven orchestration plugs directly into CXone Mpower, letting teams spin up and manage thousands of virtual agents programmatically across every release cycle.
The result is faster deployment confidence without the compliance exposure that comes from releasing untested AI into a live customer environment.
Increasingly, our role extends beyond pre-release validation. Customers are using PumpCX for ongoing production monitoring, service assurance, SLA adherence and continuous customer experience assurance 24 hours a day, seven days a week. That's because confidence doesn't stop at deployment—it has to be maintained throughout the lifecycle of the customer experience.
The thing that actually matters
NiCE is the gold standard in enterprise contact centre AI. Their customers are running some of the most complex AI-driven journeys in existence, and they're accelerating.
Joining the NiCE 360 Partner Program puts PumpCX where those customers can reach it, at the point where deployment confidence becomes the hardest thing to maintain: knowing the AI is working, and being able to prove it to a regulator, a risk team, or a board.
Deploying agentic AI with confidence requires more than a capable platform. It requires a way to verify that the platform is performing as designed, across the full lifecycle, continuously.
That's what PumpCX brings to this partnership, and it's why we're glad to be in the NiCE ecosystem.
There's a lot of ground to cover in the second half of 2026.
I'm pleased to say we're ready.
Find out what PumpCX assurance looks like for NiCE CXone Mpower environments
