Fulton Bank Partners with NICE to Elevate Customer Engagement with AI-Powered Solutions

NICE (Nasdaq: NICE) announced that Fulton Bank, a leading financial services holding company, has taken a significant step in its digital transformation journey by adopting NICE’s Enlighten-powered agent assist and self-service solutions.

Fulton Bank has selected a suite of advanced tools, including CXone Mpower Copilot, CXone Mpower Autopilot, and CXone Mpower Expert. These solutions aim to revolutionize the bank’s digital self-service capabilities and enhance agent support using generative AI. With the CXone Mpower platform, Fulton Bank will streamline operations through a consolidated knowledge base, boosting efficiency for employees and delivering faster resolutions to customers.

The CXone Mpower Autopilot leverages Fulton Bank’s robust knowledge base to create a seamless omnichannel self-service experience, while Copilot enhances agent interactions by providing real-time customer insights and AI-driven next-best actions. Together, these solutions enable Fulton Bank to optimize workflows and deliver unparalleled customer service through cutting-edge automation.

Krystal Davis, Contact Center Infrastructure and Planning Manager at Fulton Bank, highlighted the importance of adopting forward-thinking technology:

“With our focus on shaping culture, improving productivity, and enhancing customer experiences, NICE’s tailored solutions allow us to leverage AI to support our team and assist customers more effectively. This partnership helps position us as the bank of choice.”

Dan Belanger, President of NICE Americas, added:

“Fulton Bank is leading the way in customer service innovation by utilizing CXone Mpower to provide seamless, effective solutions across all touchpoints. We’re honored to support their mission to elevate the customer experience.”

With this partnership, Fulton Bank underscores its commitment to innovation, setting a new standard in the financial services industry.