• 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

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        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

        Amplify team performance with specialized AI copilots for every role.

        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 Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent 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

        Automated customer self-service solutions increasing retention rates.

        View Products

        • 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.

        • 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
          2019 Top Three Privacy Trends in US Lawmaking

          2019 Top Three Privacy Trends in US Lawmaking

          by Pearl Lieberman
          October 29, 2019
          Share

          The original version of this blog, excluding NiCE references, was initially published in Lydia de la Torre's Medium Blog. The version below has been extensively edited. The original version can be accessible here.

          The year 2019 began with a significant increase in bill introductions at the State level addressing various aspects of informational privacy and cybersecurity compared to previous years.

          Legislation of privacy practices of commercial entities, online services or commercial websites, covering legislation related to the privacy of consumer data, including bills related to online privacy, collection of consumers' biometric data, data broker regulation and other miscellaneous consumer privacy issues were introduced /filed in at least 25 states and in Puerto Rico.

          We distinguish 3 main pillars: 1 – informational privacy is being redefined in the US with CCPA, 2- data breach bills are becoming more mainstream and defining private information in more broader terms and 3 – there is much less room for flexibility in security practices.

          1 - Informational privacy in the US is being re-defined

          The California Consumer Privacy Act, signed into law on June 28, 2018 and set to go into effect January 1, 2020 was a factor in the increase of bills introduced and enacted this year. CCPA will drastically change the requirements for handling personal information for California's 39.5 M. It includes a right to opt-out (opt-in for minors) of "data sales" that gives consumers or their authorized agents the ability to direct businesses to stop "selling" their personal information to third parties.

          The definition of sale under CCPA could potentially include any transfer of data where the entity transferring the data receives some form of benefit as a consequence of the transfer. Clearly defining the boundary between what constitutes a 'data sale' and what does not will likely take years and will ultimately re-define the way informational privacy is regulated under US law.

          2 - Data breach bills in 2019

          All 50 states, the District of Columbia, Guam, Puerto Rico and the Virgin Islands have legislation requiring private or governmental entities to notify individuals of security breaches of information involving personally identifiable information. States modify their data breach laws on regular basis. At least 21 states in 2019 considered measures that would amend existing security breach laws. Trends this year include proposals that would:

          • Expand definitions of "personal information" (e.g., to include biometric information, email address with password, passport number, etc.).
          • Set or shorten the timeframe within which a business must report a breach.
          • Require reporting of breaches to the state attorney general.
          • Provide for free credit freezes or identity theft protection for victims of data breaches.

          The following States enacted modifications to their data breach laws in 2019: Arkansas; Florida; Illinois; Maine; Maryland; New Jersey; New York; Oregon; South Carolina; Utah; Washington. Several bills are still pending and could potentially be enacted in 2019.

          3 - The days of allowing flexibility for organizations to implement reasonable security practices may be over.

          Both at the Federal level and at the State level there is a trend for more granular security requirements.

          New York Stop Hacks and Improve Electronic Data Security (SHIELD) Act, was signed into law on July 25, 2019 amending New York data breach notification law to require covered entities to employ "reasonable" administrative, technical and physical cybersecurity safeguards to protect the private information of New York residents.

          • Covered entities include any person or business that owns or licenses private information concerning a New York resident.
          • Specific methods for maintaining a reasonable security program include conducting risk assessments to test the sufficiency and effectiveness of the employed safeguards, selecting service providers capable of maintaining appropriate cybersecurity safeguards and requiring those safeguards by contract, disposing of private information within a reasonable amount of time after it is no longer needed for business purposes, designating an employee to coordinate the program and requiring employee training.
          • Additionally, the bill will expand the definition of personal information to include biometric information, user-name or email address together with an accompanying password, and account (credit or debit card) numbers without the accompanying password or access code if circumstances permit unauthorized access of the financial account. 

          Recent FTC consent decrees: TheD-Link Systems FTC settlement and the DealerBuilt settlement continue the current trend towards more detailed specifications for how companies should implement information security programs. That said, the FTC is showing willingness to accept industry standards in determining what constitutes appropriate technical security safeguards.

          At NiCE, we have made simplifying compliance a cornerstone of our strategy with a unique solution that supports the most stringent requirements of privacy and data security regulations. With the Compliance Center, you can monitor your compliance processes and take corrective and proactive actions on your interactions – whether to provide access, or to limit retention of private information. To learn more about how we can help you with your compliance strategy for privacy and other regulations, click here, or contact us to schedule a demo!

          This blog is part of a 2 part piece, click here to read what to expect in 2020!

          About the Author

          Pearl Lieberman

          A product marketing manager in the Multi-channel recording (MCR) Line of Business with a decade of innovation and strategic communications experience in the security and telecom markets. Pearl is responsible for the translating the technical advantages of recording solutions for the contact center into business benefits: focusing on omnichannel, compliance and cloud solutions. As part of her role, she monitors the contact center market landscape, follows trends and works closely with customers.

          See All Blogs

          Follow Us

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

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          More from the blog

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025

          Customer Experience

          Create a streamlined world: Where tickets and data live in one place

          What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?

          July 1, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025