PumpCX expands its partnership with NiCE to help organisations validate customer journeys, AI interactions, and CX performance.
PumpCX has joined the NiCE 360 Partner Program as a Technology Partner, formalising a long-standing collaboration focused on helping enterprises validate and optimise customer experiences across voice, digital, automation, and AI-powered channels.
The partnership brings together NiCE’s CXone Mpower platform and PumpCX’s customer experience assurance capabilities, enabling organisations to continuously test, monitor, and validate customer journeys before and after operational changes.
“NiCE continues to lead the market in helping organisations transform customer experience through cloud, automation and AI. Over the years, we’ve seen first-hand the scale and complexity of the environments that NiCE customers operate, and the increasing importance of validating customer journeys as those environments evolve,” said Hamish Graham, Founder and CEO, PumpCX.
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Strengthening Customer Journey Assurance
According to PumpCX, customer journeys are becoming increasingly complex as organisations introduce AI, automation, self-service tools, and digital engagement channels. The company said businesses need greater visibility into how these experiences perform in real-world environments to minimise risk and maintain service quality.
PumpCX’s platform enables organisations to validate interactions across voice, digital, self-service, agent-assisted, and AI-powered experiences. The solution also supports production monitoring, helping businesses continuously assess customer experience quality, operational performance, and service-level compliance.
The company said its assurance capabilities are designed to support both pre-deployment testing and ongoing customer experience monitoring across live environments.
Supporting AI-Powered Customer Experiences
As part of the NiCE 360 Partner Program, PumpCX’s technology will be available through the NiCE CXexchange marketplace, creating new opportunities for integration and joint customer deployments.
According to the companies, the partnership will help organisations improve release confidence, reduce deployment risks, and maintain visibility into customer journeys as AI-powered experiences become more common across contact centres.
“Together, NiCE and PumpCX provide the evidence organisations need to validate real-world customer journeys and AI-powered interactions across complex CX environments, helping organisations move from assumptions to evidence-based confidence,” said Graham.
The announcement reflects growing enterprise demand for customer experience assurance tools that help organisations validate AI-driven interactions, monitor service quality, and maintain customer trust across increasingly automated CX environments.
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