• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          time to switch to cxone

          Breaking Up With Your Contact Center Software Doesn’t Have to Be Hard. Is it Time to Switch to CXone?

          by Kara Bankhead
          January 19, 2022
          Share

          With interaction volumes—and customer expectations—soaring, more and more contact centers are re-evaluating their contact center software and providers. Clear-eyed analysis often confirms conclusions that contact center executives and managers have been becoming aware of over months and even years. It could be time—or even past time—for a change.

          Following a change process that includes a methodical needs analysis paired with a robust assessment of provider capabilities will clarify your course of action. And it is guaranteed to not only set your contact center on the path to a productive future but will also return all kinds of dividends to your organization for years to come.

          Executives and managers exploring change for their organizations’ contact centers should find themselves in good company in the coming year and beyond. According to a report published by Fortune Business Insights, the global contact center software industry, while $20.72 billion (USD) in 2019, is projected to reach a whopping $60.35 billion by 2027. That’s a lot of activity—and a lot of change.

          Who’s taking the plunge

          Two full years of a pandemic (and entering a third) has put unprecedented demands on contact centers. This may have delayed some previously planned software changes initially but now is accelerating the need for change. Across virtually all business sectors, contact centers in organizations of all sizes and across business sectors are poised to expand and refine their offerings and operations, to level up in an increasingly challenging, highly competitive business environment. They can be broadly grouped into two categories:

          • Contact centers who may already be in the cloud but who are looking for a better fit, both in terms of software performance and a partnership with their provider; and
          • Contact centers with on-premises hardware that is costly, underperforming, and unsustainable.

          What’s driving change

          Specific reasons can vary, but the decision to explore alternatives generally grows out of issues that tend to surface and intensify over time. Things like performance, cost, ease of use, integration, future-proofing, security, and certainly not least, provider responsiveness, are all factors in contact centers’ need to change software and establish a relationship with a new provider.

          business financial research evaluation performance concept

          Contact centers that may have moved to the cloud in the last few years may look to alternative solutions when performance, cost, or responsiveness aren’t meeting expectations.
          For those still operating on an on-premises platform—estimated to still be as many as 70% of all contact centers today—the need for change can take on even more urgency. Industry experts estimate that as many as 60% of those are planning to move to the cloud this year or next.

          The last couple of years have shone an especially bright light on the critical role technology plays in the customer experience (CX) and in retaining customers who are increasingly demanding and won’t hesitate to realign their loyalties based on CX. Customers expect a seamless omnichannel experience—interactions across a wide variety of digital platforms; they expect to be seen and heard; they expect fine-tuned self-service options; and as their needs and habits and expectations change, they expect contact centers to be able to respond. Contact center technology is the key.

          Customers aren’t the only ones making clear demands: Contact center employees also expect job satisfaction, which means having the right, easy-to-use tools that enable them to provide exceptional CX and set them up for success. As millions continue to leave their jobs in record numbers in what’s being called ‘The Great Resignation,’ contact centers have been hit especially hard. Post pandemic, work-from-home options have become the norm, as have 100% remote and hybrid contact center workforce models. Again, technology is the key.

          CXone customers who’ve been there, done that

          Cost savings of $3,000 a month!

          For one marketing services company, switching to CXone not only reduced monthly expenses significantly but also enhanced the contact center's ease of use and elevated its performance. “Before moving to NiCE CXone, we used Five9,” said the contact center manager. “It was difficult to create reports, outages were frequent, and it was expensive and time-consuming to make system updates. In fact, almost all system changes, such as creating reports or making IVR modifications, had to be performed by Five9 consultants, which was a lengthy and often expensive process. But because it’s so easy to make system changes ourselves in CXone, we’ve eliminated up to $3,000 per month in outside consulting costs!”

          records accounts analyzes profit income

          Astronomical costs were very much on the mind of another retail executive, whose decision to leave its on-premises contact center platform for the CXone integrated cloud solution didn’t come easy. “…We were what I would call ‘cloud never,” he said. “But when we saw the numbers for the next generation of our on-premises solution, we were [looking at] not hundreds of thousands of dollars but millions of dollars in investment in capital expense. He says that after the move to the CXone platform, both capital and operating expenses dropped substantially.

          More functionality, with no end in sight

          And then there was the matter of functionality—the ease of transferring calls, logging in, moving between chat and email. “You just can’t stay competitive…unless you provide your people the [technology] tools they need,” the manager said, adding that NiCE CXone has exceeded his company’s expectations, resulting in both profitable growth and operational excellence.

          Contact center uptime and the ability to consistently deliver on key metrics also rank high on the list of outcomes from contact centers that have made the decision to switch to the CXone platform.
          The marketing services contact center manager described the frustration that prompted her company’s switch. “The Five9 system often froze, and call quality was poor, which increased talk time,” she said. “We don’t have those issues with CXone. Our talk time has decreased, which makes us—and our clients—happy. We can answer more calls while satisfying our SLAs with CXone.”

          ‘CXone opened our eyes—and changed everything’

          Another organization that made the leap to CXone is ECSI, whose contact center provides important financial support services to students. Above all, ECSI knows its young, digitally savvy customers, who usually don’t want to talk to a live person and definitely don’t want to wait in a queue. The answer: a digital chat solution that was fast and easy to use for both students and the contact center. And that meant leaving its previous platform and moving to CXone.
          According to ECSI’s contact center manager, the advantages of CXone were felt immediately—and have just kept coming.

          chatbot assistant conversation

          “Our wait times before reflected our lack of speed and efficiency…but most problematic, we had no reporting tool to easily calculate our performance,” he said. [Now with CXone Chat] our chat team became so much more efficient that they were also able to take 18,000 phone calls—with no impact on the chat metrics! Our service levels have skyrocketed. Our chat abandon rates fell 86%--astounding. Our business has exploded, but before introducing Chat, we just couldn’t keep up because we were trying to do everything manually. CXone opened our eyes to what we could do with automation, and it’s changed everything.”

          ‘A no-brainer: CXone is the best’

          And then there’s the contact center in a high-demand service industry that handles well over 100,000 interactions per month. The telecommunications manager says his company decided to leave its previous vendor after only three months, largely due to complicated workarounds. Moving to CXone, however, was a game-changer. “CXone’s unified interface is very simple and clean,” he said. “Navigation is easy. It’s responsive. It looks good and works well…we’re really ecstatic….You can be confident that CXone will work as intended and give you more than intended. CXone is the best contact center solution out there—it’s just a no-brainer.”

          Where will it be tomorrow? Will it get you where you want to go?

          Contact centers who’ve switched to CXone—and some currently contemplating making the move to the CXone cloud platform—have also been motivated by concerns surrounding the vision and leadership of providers. Companies in turmoil or without a clear vision and roadmap for helping their customers navigate critically, evolving areas such as AI and security give customers pause about where they’ll be tomorrow. Are they innovators, leading the conversation about future technology and applications—or are they too reliant on yesterday’s strategies? With technology developing so rapidly, switching contact center software encompasses way more than the software itself.

          cloud storage digital service

          What CXone customers can expect

          A solid company, innovative software products and services, a keen eye on and vision for the future—these are all a given for NiCE CXone customers. But with CXone, you’re also assured of specific advantages—tangible and intangible—that many of our customers have found lacking in competitors. A few of these include:

          • A truly unified CXone platform with advanced capabilities. This is a distinct advantage over others whose “integration” has resulted from multiple acquisitions.
          • Self-service capabilities that merge the best of AI/bots with live agents—not replace them. Customers increasingly want to use automated self-service—as long as they still have ready access to a live person when they choose.
          • Financially backed SLAs and robust security requirements. After all, even the federal government trusts our FedRAMP Authorization to Operate (ATO) compliance software.
          • Support that is second to none. We’ll prove it with customized and discounted support and implementation packages.
          • Attention and responsiveness to YOUR needs, regardless of the size of your organization.

          Ready to make a change?

          Did we mention that with CXone, you’ll have a library of resources and an extensive community of professionals, colleagues, and peers, complete with all the references you’ll ever need?

          If you’re still researching, here are a few resources to help guide your journey:

          • Forrester Research Total Economic ImpactTM (TEI) analysis of the CXone platform. A real-life case study of incredible contact center savings realized by reducing infrastructure upgrades and ongoing maintenance. Download it here. Be sure to estimate your own CXone return on investment (ROI) with this economic impact assessment tool.
          • Insights on moving to the cloud. Hear what IT professionals say about a premises vs. cloud.
          • How to build a persuasive business case. A framework to help you determine the value of, and secure funding for, investing in CX technology.

          On the other hand, there’s no time like the present, as the saying goes. We’re ready to help launch the change when you are. In meantime, visit us at nice.com to learn more.

          About the Author

          Kara Bankhead

          Kara Bankhead is the Director of Customer Advocacy at NiCE. Since 2005, she has worked in B2B marketing, including roles in demand generation, partner marketing, and customer advocacy. Passionate about storytelling, Kara thrives on celebrating her customers' successes and fostering meaningful relationships within her teams and beyond. Outside of work, she lives in California, joyfully outnumbered by her husband and their three energetic sons.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          August 6, 2025

          4 examples of how AI creates a NiCE world making financial services customers happier

          Read
          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          July 29, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          Read

          July 21, 2025

          25 moments that made Interactions 2025 a NiCEr world

          Read

          July 18, 2025

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          Read
          Asian call center agent

          July 8, 2025

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          Read

          More from the blog

          CXone

          4 examples of how AI creates a NiCE world making financial services customers happier

          In today’s financial landscape, banks and other institutions aren’t just competing on rates or product offerings, they’re also competing on keeping customers satisfied and loyal.

          August 6, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service
          AI

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          From strategy to scale, hear what the world’s CX leaders have to say about amplifying human connection with AI and automation.

          July 29, 2025

          AI

          25 moments that made Interactions 2025 a NiCEr world

          From the electric energy of Las Vegas to an iconic rugby stadium in the heart of London’s tech hub, NiCE Interactions 2025 brought together thousands of CX leaders across continents.

          July 21, 2025