Official NICE 360 Technology Partner

Deploy AI on NiCE CXone Mpower with Complete Confidence

PumpCX continuously tests, monitors, and assures every AI-driven customer journey on your NiCE platform, before and after every change. Virtual agents test real interactions at scale, conducting thousands of simultaneous tests for clear, continuous visibility into what your customers will encounter.

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THE CHALLENGE

Agentic AI move fast. Untested AI introduces risk.

NiCE CXone Mpower gives your team powerful AI tools for self-service, routing, and agent assistance. But every update, model change, or new AI agent introduces new avenues for things to go wrong in the customer journey. Traditional QA is no long enough to keep pace.

  • AI hallucinations in production

    Voicebots and chatbots confidently giving wrong answers, or wrong advice, before anyone notices.

  • Broken journeys after updates

    A platform change silently breaks a call flow, trapping customers in loops or dead ends.

  • Compliance exposure

    AI that drifts out of policy in regulated industries, with no evidence trail when something goes wrong.

  • Slow, risky release cycles

    Fear of breaking live CX means changes get delayed, stacked, or rolled out without proper validation.

HOW PUMPCX HELPS

The assurance layer your CXone environment needs

PumpCX sits alongside your NiCE platform as a vendor-independent assurance layer, continuously testing the journeys your customers take, not just the ones you planned.

Real-world agent simulation inside your CXone environment

The PumpCX Virtual Agent conducts live test interactions through the NiCE CXone softphone—the same interface real agents use in production. This means every test reflects genuine platform behavior rather than a controlled approximation.

With PumpCX, QA and engineering teams gain full visibility into how routing events, media handling, customer data retrieval, and interaction state changes happen during each test interaction. When something doesn't behave as expected, PumpCX reveals exactly where in the stack it happened and why.

Observe and listen in on test interactions

PumpCX gives you a live window into any active test interaction as it runs, with visibility into both customer and agent channels so you know immediately when voice quality metrics drift out of range and on which end it originates.

See exactly which steps the virtual agent has taken and when. Every action is timestamped and visible as it happens, enabling teams to prove their contact center AI is following the right path, not just completing the call. This step-by-step audit trail is the difference between a test result and genuine evidence.

Trusted by Enterprises Running NiCE CXone across Banking, Insurance, Healthcare, and Telecommunications

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    Test at scale before CX reaches customers

    Automatically generate and run thousands of test interactions simultaneously across your CXone AI agents, IVR flows, voicebots, and chatbots. Catch hallucinations, misroutings, and policy breaches in pre-production where they can be safely corrected.

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    Evidence you can stand behind

    Every test produces clear, repeatable pass/fail results with a traceable audit trail. Risk, compliance, and QA teams get the documentation they need. No more “we think it’s working” conversations.

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    Continuous monitoring in production

    PumpCX keeps running after go-live, sending synthetic interactions through your live environment to detect degradation, unexpected behavior, or drift, before real customers are affected.

BUILT FOR CXONE ENVIRONMENTS

Where NiCE customers use PumpCX

From cloud migrations to live AI agent monitoring, PumpCX fits into the moments that matter most.

  • Before a new AI agent goes live on CXone, PumpCX tests it across thousands of real-world scenarios, validating accuracy, intent, handling, escalation paths, and policy compliance.

  • Every CXone update, configuration change, or model upgrade gets automatically tested against your full set of customer journeys. Nothing ships broken.

  • Moving to CXoneMpower from on-premise or another platform? PumpCX validates that every journey works exactly as designed in the new environment before cutover.

  • Continuous synthetic testing across your live CXone environment surfaces degraded journeys, failed integrations, and AI drift in real time, not just in a post-incident review.

  • For regulated industries running CXone, PumpCX generates audit-ready evidence that your AI systems operate within policy. Every run, every time.

  • Test how your CXone environment holds up under peak load. Validate performance before a campaign, product launch, or seasonal spike pushes it to its limits.

Ready to assure your CXone Mpower environment?

PumpCX is an official NiCE 360 Technology Partner available via the CXexchange marketplace. Talk with a PumpCX expert to learn more how PumpCX works alongside your NiCE platform.