• 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.

        • 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

          Data Privacy in the Age of ‘The Internet of Me’

          by Ossi Dobzinski
          November 16, 2020
          Share

          When downloading an app, ever wonder about its privacy policy? What does access to your GPS, contacts, and photo gallery have to do with the app at all? 

          I wonder every time, but then I click ’approve’, as I just can’t be bothered to read that privacy statement. I get on with the download, then forget about it. Still, in the back of my mind, a nagging concern lingers, and this data intrusion bothers me.

          It’s easy to feel that this vast access of our personal data is a monster too big to tame—it’s already out of our control, and there’s no stopping it. However, the question must be asked: Is there something that can be done to minimize personal data access, protect consumer privacy, and put us back in control?

          With new legislation on the rise, and growing awareness of data privacy issues, we are in fact reaching a tipping point in how personal data is managed and controlled.  There are a few trends that are important to recognize as catalysts for this change. 

          The ‘Internet of Me’

          Individuals are trying to shift the paradigm away from corporate control, pushing for more control over their personal data. Increasingly, we want to understand what is being done with our data, who controls it, who saves it, and how long they’re saving it for. More and more, users are thinking twice before approving privacy policies.

          Catchphrases representing this trend include ‘digital human rights’, ‘the internet of me’, and be the ‘CEO of your data’. Younger generations (Y and Z) are the ones taking the lead in this new data privacy approach, and organizations that represent this movement are springing up. MyData, for example, is a global, nonprofit organization that works to empower individuals to take control over their personal data. 

          Privacy First

          As consumer awareness grows, so does the impact of privacy rights on consumer behavior. Consumers care what steps companies are taking to keep their data private and secure, and to what degree they can control their own data. And they are willing to take action. In fact, recent studies show that above 80% of companies experience slowdown in sales due to privacy concerns of their clients, and consumers are even willing to change providers based on those concerns. With businesses clearly feeling the effect of this trend, privacy is becoming a central customer satisfaction KPI. 

          COVID-19 and Data Privacy

          The global COVID-19 pandemic has quickly ushered us into an even more virtual way of living, working, learning, and socializing, as workplaces close, schools are shuttered, and many essential services are now accessed primarily online. It may appear as though there is a certain level of relaxation in the enforcement of data privacy policies, due to the more pressing matters governments are dealing with. However, as we become more technologically reliant and our data more exposed, awareness of the importance of data privacy is growing, and so too is our resistance to allow for the uncontrolled use of personal data, even during emergency times, and the need for transparency seems more relevant than ever.

          Data Privacy Legislation

          In 2018 the European Union put into effect the General Data Protection Regulation (GDPR), aimed at protecting data privacy. GDPR is only the beginning of privacy legislation and sets the tone for other countries. Indeed, we are witnessing new privacy legislation worldwide, from Brazil’s LGPD, CCPA in California, and PDPB in India. In the US, several states are considering following California’s lead and passing their own data protection laws. Other countries, such as Canada, Australia, Chile, South Korea, Japan, Nigeria, Kenya, and Indonesia are also in the process of adopting similar privacy regulations.

          The Future of Data

          There are other initiatives on the rise that show that the demand for personal data privacy control seems to be here to stay. The EU commission, for example, describes a broad European strategy for data for the next few years, in order to enable the EU to become an attractive, secure and dynamic data-agile economy. This strategy aims to normalize how data is managed, pushing for data control in a centralized manner, while at the same time regulating privacy in a way that still allows entities to share and benefit from data. The idea is to allow for data sharing for purposes such as medicine, advances in technology, and for environmental uses, but in such a way that does not breach personal privacy. Valuable nonpersonal data would become available for the benefit of all, while individuals would be confident that their personal data is secure. Such assurances might increase our willingness to share data, for the sake of improving our lives.

          Another example of the way data can be managed in the near future is the ‘data free flow with trust’ initiative, a major international effort to regulate data flows between countries in a way that does not violate or contradict national regulations. 

          Summing Things Up

          Though it may seem everything in our familiar way of living is on hold, it’s vital to recognize a global increase in data privacy legislation and a growing awareness of its importance. This issue is especially relevant now, as the COVID-19 pandemic has shifted much of our daily routine to remote technological platforms, increasing the amount of personal data we allow to be accessible. When it comes to our contact centers customers, the ‘new normal’ has only increased their traffic, and with it, their responsibility for ensuring data privacy compliance.

          It’s clear that in the next few years, data privacy needs to become a way of living. In order to support this shift, compliance by design is a must, and needs to be at the very heart of every organization that collects and processes data.

          Recognizing these trends, today, NiCE offers the most comprehensive solution for contact center privacy compliance — the NiCE Compliance Center. Including a dedicated data privacy package, Compliance Center enables easy compliance adherence with automated processes and DIY policy management. It is already in use by our leading customers, and demand is growing.

          I invite you to read more or book a demo. Just click here and our team will be happy to show you how simple contact center compliance adherence can be. 

          About the Author

          Ossi Dobzinski

          Ossi is a creative marketing professional with 13 years of experience in brand and product marketing. Prior to joining NiCE Ossi worked at world leading companies including Nestle and HP where she gained vast experience and a wide perspective of her field of expertise. As a Product Marketing Manager at NiCE, Ossi is responsible for driving marketing strategy and thought leadership, creating campaigns and sales enablement materials for NiCE's compliance center, fraud, and authentication solutions.

          See All Blogs

          Follow Us

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

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          More from the blog