NICE Secures Contract With UK's Department For Work And Pensions To Modernize Contact Centers For 40,000+ Agents Using CXone Mpower Platform In Partnership With Route 101

In collaboration with Route 101, the Department for Work and Pensions (DWP) will deploy NiCE's CXone Mpower platform in a UK-sovereign environment to improve citizen services while ensuring data sovereignty

NiCE (NASDAQ:NICE) announced today in collaboration with Route 101, a NiCE platinum partner, a major contract win with the Department for Work and Pensions (DWP) of the UK government. This contract will see Route 101 and NiCE collaborate to enable the transformation of citizen experiences with the delivery of a UK-sovereign Citizen Experience Platform (CXP), powered by NiCE's CXone Mpower and hosted in a secure, UK-based cloud environment. This initiative will drive service innovation and ensure data sovereignty for one of the Europe's largest contact centres.

The project will support DWP with the modernisation of its current contact center operations, supporting over 40,000 agents and transforming both phone and digital services.

The platform has been designed to meet the UK Government's demand for sovereign cloud infrastructure, supporting national digital transformation ambitions. By partnering with NiCE, Route 101 will lead DWP through a strategic migration from its legacy on-premise infrastructure to a secure, UK-sovereign cloud platform. This transition will enable DWP to modernize its contact center operations, and ensure data sovereignty within a compliant, UK-based environment.