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Meltwater and NICE partner to bring real-time social Intelligence to customer service

SAN FRANCISCO, March 12, 2025 (GLOBE NEWSWIRE) — Meltwater, a global leader in media, social and consumer intelligence, today announces a new collaboration with NICE, the world’s leading AI platform for customer service, bringing Meltwater insights to the Contact Center as a Service (CCaaS) market for the first time. Together, Meltwater and NICE will empower enterprises to engage with customers in real time through social media channels to enhance customer interactions, streamline operations, make data–backed decisions and optimize strategies that boost customer satisfaction.

A leader in AI–powered customer service software, NICE supports enterprise organizations around the world with its CXone Mpower platform. With Meltwater social insights available in CXone Mpower, NICE customers can utilize social media as a customer care channel. Social media has long been a key channel for customer service, yet many contact centers lack the necessary tools to efficiently analyze social media interactions. The mountain of end–user data is growing and businesses need solutions to help them make sense of it all. 

This new integration unlocks the power of Meltwater’s social intelligence for customer service, processing more than 3 billion social engagements each day. Meltwater’s AI–powered solutions then transform this data into actionable insights allowing teams to respond to cases in real time, reach unserved demographics, meet service–level objectives, and enhance the customer experience.

Key benefits of the integration include: 

  • World class listening and filtering capabilities with the ability to search and analyze social content from Meltwater's industry–leading, comprehensive dataset.
  • Advanced keyword filtering to surface the most relevant and actionable social media conversations and analyze customer sentiment, engagement, trending themes, consumer behavior, response times, and more. 
  • A unified task queue, with messages in a single, centralized location, making it easier to manage multiple interactions simultaneously while improving resolution times. 
  • Ability to respond to customer issues in real time, either in social channels or direct messages.

“We’re excited to partner with NICE which signifies a pivotal moment for Meltwater as we enter the CCaaS market,” said Doug Balut, Senior Vice President of Global Alliances and Partnerships at Meltwater. “Many contact center support teams lack access to real–time social data, leaving customers’ questions and concerns unanswered. With this integration, we’re empowering brands with the insights they need to understand customer sentiment, anticipate issues, and respond with agility, ultimately enhancing the customer experience.”

“Social media is a critical customer service channel. By integrating Meltwater’s social intelligence into CXone Mpower, we’re enabling enterprises to turn social interactions into meaningful customer engagements while driving efficiency and business impact,” said Barry Cooper, President, CX Division, NICE. “This integration reinforces NICE’s commitment to our open platform and strategic partnerships, enabling organizations to leverage leading capabilities across the ecosystem to deliver proactive, personalized experiences powered by AI.”

For more information, please contact:

Stacy Slayden
[email protected]

Christopher Irwin–Dudek, +1 201 561 4442, [email protected], ET

About Meltwater 
Meltwater empowers companies with solutions that span media, social and consumer intelligence. By analyzing ~1 billion pieces of content daily and transforming them into vital insights, Meltwater unlocks the competitive edge to drive results. With 27,000 global customers, 50 offices across six continents, and 2,300 employees, Meltwater is the industry partner for global brands making an impact. Learn more at meltwater.com.

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI–powered self–service and agent–assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com


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TikTok insights now available within the Meltwater platform

SAN FRANCISCO, March 03, 2025 (GLOBE NEWSWIRE) — Meltwater, a global leader in media, social and consumer intelligence, today announced new TikTok insights in the Meltwater platform. Through TikTok’s new Mentions and Discovery API, TikTok insights and trends are now available for teams who want to tap into trending content, track mentions, and engage with fans on the platform. With these integrations, Meltwater now offers a full suite of TikTok insights across paid, earned, and owned.

In addition, Meltwater has earned the TikTok Marketing Partner badge and is now listed as one of TikTok’s Official Content & Community Management Partners, evidence of the strong collaboration between TikTok and Meltwater as well as Meltwater’s commitment to providing customers with the most comprehensive and compliant solution in the market.

Meltwater’s suite of solutions now offers owned, organic and paid TikTok capabilities, allowing teams to:

  • Monitor brand mentions within posts and comments, allowing a more complete, unified approach to tracking TikTok content performance. For the first time, teams can see brand mentions across organic video posts—with hashtag, comment and reply tracking coming soon—enabling them to discover creators, optimize content and campaigns, and engage with fans on the platform.
  • Highlight trending hashtags and stay on top of what audiences are watching on TikTok with TikTok’s Trending Hashtag in Monitor. With the ability to filter by region, time, and category, users are now able to align their content with the conversations driving the platform, tapping into trends and increasing their reach.
  • Spark high–performing TikTok posts directly from Meltwater’s social media management tool, Engage. Leverage Spark Ads reporting to track metrics like views, shares, and likes—helping users measure the impact of their sparked posts in one place.

With these additions to Meltwater’s listening capabilities, teams can take the guesswork out of building their TikTok presence and connecting with audiences on the platform, optimizing campaigns with data and insights.

“We know that consumers are increasingly turning to online platforms to learn about brands and make purchasing decisions, which makes it crucial for businesses to know how audiences are engaging with their brands online. We're thrilled to roll out new TikTok insights for teams to analyze mentions and performance, and create targeted strategies on the back of them,” said Chris Hackney, Chief Product Officer at Meltwater.

“At TikTok, we are always looking for ways to make it easier for brands to create engaging content that resonates with their communities,” said Melissa Yang, Head of Ecosystem Partnerships, TikTok. “Our Content and Community Management partners continue to provide marketers with powerful tools to streamline content creation, optimize engagement, and gain deeper insights. With enhanced capabilities in trend discovery, audience interaction, creator collaboration, and performance analysis, these partners help brands develop impactful content strategies and drive meaningful connections with their communities.”

This announcement comes on the heels of other significant investments into Meltwater’s content sources, including adding social listening for Snapchat, providing premium content from Bloomberg, expanding its partnership with X, and providing access to Reddit’s extended firehose, all in the goal of capturing the most content and conversations in the market.

For more information, please contact:
Kelly Costello
[email protected]

About Meltwater
Meltwater empowers companies with solutions that span media, social and consumer intelligence. By analyzing ~1 billion pieces of content daily and transforming them into vital insights, Meltwater unlocks the competitive edge to drive results. With 27,000 global customers, 50 offices across six continents, and 2,300 employees, Meltwater is the industry partner for global brands making an impact. Learn more at meltwater.com.


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