• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        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

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

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

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

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

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

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

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all 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

    • 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

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • 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

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin
          • Home
          • Company
          • Legal Policies and Guidelines
          • Enterprise Terms and Conditions
          • Cloud Services Terms of Use and Delivery Policy

          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

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE

          Cloud Services Terms of Use and Delivery Policy

          This Cloud Services Terms of Use and Delivery Policy (“Terms of Use”) is subject to the Terms and Conditions | NICE and the NICE Invoicing Policy | NICE, and describes the terms and conditions by which NICE provides Cloud Services.

          1. Cloud Service Definitions.

          “Commencement Date” means the first day of the calendar month following the Initiation Date.

          “Configured User(s)” or “Named Agent(s)” means the number of uniquely identified Customer employees, agents, traders or contractors, as applicable, who will have one or more interactions processed by the Cloud Services each month with the identities of such persons being capable of variation, such that new agents may be added and old agents may be removed or terminated so long as the number of users having monthly interactions does not exceed the licensed capacity detailed in the applicable Transaction Document.

          “Effective Date” means the last date of signature on the Transaction Document.

          “Initiation Date” means the date corresponding to the earlier of: (a) the date of NICE’s notice to Customer that the Cloud Services are available to the Customer; (b) the date of Customer’s first use of the Cloud Services in Production; or (c) three (3) months following the Transaction Document Effective Date of the Transaction Document. In the case of the NICE CXone Mpower and NICE CXone Integrated Solution families, Initiation Date may also be referred to as, “Go-Live Date”.

          “Minimum ARC” means the minimum annual recurring charges (“ARC”) amount that Customer is required to pay for the Cloud Services, excluding NRC and Network Connectivity charges (if applicable), for each annual period of the Subscription Term.

          “Minimum Commitment” means the minimum committed amount, whether expressed in units or currency, of Cloud Services as specified in the applicable Transaction Document.

          “Minimum MRC” or “Minimum Technology MRC” means the minimum monthly recurring charges (“MRC”) amount that Customer is required to pay for the Cloud Services excluding NRC and Network Connectivity charges (if applicable), for the duration of the Subscription Term.

          “Network Connectivity” means those services that: (a) facilitate or allow a connection from the Customer’s agent location to NICE’s platform; or (b) enable or facilitate telephone calls or other means of communication or data transmission.

          “NRC” means non-recurring charges, e.g., Professional Services.

          “Production” means an operational environment deployed for commercial use (excluding, but not limited to, any test, development, staging, or lab environment).

          “Transaction-Based” or “Usage-Based” means the actual amount Customer is required to pay for its actual usage of the Cloud Services, excluding NRC and Network Connectivity charges (if applicable), during each month of the Subscription Term.

          Applicable to NICE CXone Cloud Services Purchased on a Concurrent Agent Model:

          “Concurrent User(s)” means the peak number of logged in active Configured Users calculated based on the single highest volume day of accessing the system in a month which will be invoiced based upon the highest number of agents logged in to the Cloud Services at any time during a particular month (“Peak Agent Amount”).

          “Minimum Committed Number of Concurrent Users” means the minimum monthly number of Concurrent Users that Customer purchases during the Subscription Term. Any Concurrent User that logs in to the Cloud Services that exceeds the minimum number of Concurrent Users (i.e., in excess of the Minimum MRC) will be billed at NICE’s then-current list price.

          Applicable to NICE CX Robotic Automation and NICE CX Advanced Process Automation Cloud Services:

          “Attended Use” refers to Software that shall only be used to support an individual user in their use of applications, systems and tools while actively carrying out their day to day duties at their specific workstation. Software licensed on an Attended Use basis shall not be used to automate processes without human intervention (e.g., a user may not start the Software to perform automated tasks and return to it later, having performed other work away from their workstation).

          “Unattended Use” refers to Software that may be used independently of any individual user, to automate processes without human intervention during the process automation.

          Applicable to NICE CX Nexidia Analytics and NICE CX Quality Central Cloud Services:

          “Hours per Day” means the hours of recorded audio ingested per day.

          “Recorded Media” means the individual media files that are stored on disk (e.g. *.wav files).

          “Analytical Data” means the system-generated index and analytical data produced with the Software.

          “Text Interaction” means a single instance of text data; including, emails, chats, or surveys.

          “Text Data” means the aggregate of all Text Interactions.

          “Discovery Data” means the data available in the Discovery component of the Software.

          2. Support. NICE will provide Support for the Cloud Services and, when available, Updates. Support is available via web portal and via telephone as provided in Section 5 below. Support will be delivered by a member of NICE’s technical support team during the applicable regional hours of operation as provided in Section 5 below. Support is delivered in English, unless Customer is in a location where Support in the local language is available.

          3. Updates. Major and minor releases are periodically delivered to the Cloud Services during the Subscription Term, if and when they are generally commercially available (“Updates”). If Professional Services are required for the implementation or deployment of any Update to the Cloud Services, such fees are included in the Cloud Services fees under a Transaction Document, except with respect to NICE Performance Management and NICE Sales Performance Management. If Customer has a customer-specific configuration which requires Professional Services, such Professional Services may be provided upon mutual agreement of the Parties and the payment of additional fees. Customer is required to implement the most current Update provided for the Cloud Services.

          4. Customer Duties. Customer will appoint two (2) resources who have completed the NICE training in the operation and use of the Cloud Services (“Designated Contact(s)”) who will act as NICE’s primary points of contact regarding requests for Support. Prior to initiating a Case, a Designated Contact shall use reasonable efforts to attempt to diagnose and resolve the particular issue, including using available self-help tools. The Designated Contacts are required to establish and maintain processes within Customer’s organization to provide first tier support for the Cloud Services, which includes: (a) a direct response to user inquiries concerning the performance, functionality, and operation of the Cloud Services; and (b) an attempt to diagnose and resolve problems or issues with the Cloud Services.

          5. Case Submission. A Designated Contact shall initiate a request for Support on behalf of Customer via the designated support channels outlined in Table A-1 below (each a “Case”).

          6. Case Severity Levels and Priority.

          6.1 Case Severity Levels. Customer will select the priority of a Case in accordance with the Case Severity Level and priority guidelines set forth below. NICE may change the priority of a Case if the issue does not conform to the criteria for the selected priority.

          Cases are classified based upon the definitions outlined in Table A-2 and Table A-3 below:

          *For NICE CXone Mpower and NICE CXone Integrated Solution families and as described in Table A-3 below.
          **Target Initial Response Time for S1 Case Severity Level is based on 24x7x365 Support. Target Initial Response Time for all Case Severity Levels other than S1 is based on standard business days/hours. Business days/hours (excluding NICE observed holidays) is defined as Monday – Friday (8 AM – 5PM) local time, each as measured from the date of Customer’s initial notification to NICE. Local time is defined as the time of day at the location of the Customer creating the Case.

          ***The number of active users/contacts is based on the active user population (that should be operational at the time of a Case), not the total user base. NICE will elevate Cases based on the severity of the impact.

          6.2 Non-Supported Errors. NICE will have no obligation to provide Support for issues caused by any of the following (each, a “Non-Supported Error”): (a) modifications to a Cloud Service not made by NICE; (b) use of a Cloud Service other than as authorized in the Agreement or as expressly provided in the applicable Documentation; (c) use of an unsupported version of Cloud Service; or (d) third-party products that are not expressly noted in the Documentation as supported by NICE. If NICE determines that a submitted Case is for an issue caused by a Non-Supported Error, NICE will notify Customer as soon as reasonably possible under the circumstances. If Customer agrees that NICE should provide Support for the Non-Supported Error via a confirming email, then NICE will have the right to invoice Customer at NICE’s then-current rates for any such support provided by NICE.

          6.3 Workaround. Should NICE determine that a Cloud Service requires correction, it will, at its sole option, make the correction in the version of the Cloud Service that Customer is then currently using or instruct Customer to install a newer version of the Cloud Service that includes the correction. NICE reserves the right to provide Customer with a workaround in lieu of making a correction should NICE, in its sole judgment, determine that it is more effective to do so.

          6.4 Changes. NICE reserves the right to alter Support from time to time, using reasonable discretion, but in no event will such alterations, during the Subscription Term result in diminished Support from the level purchased at the start of the Subscription Term.

          7. Service Level Agreement.

          NICE agrees to make the Cloud Services available at the percentages as set forth below, as measured by NICE on a monthly basis over the Subscription Term, subject to any Excusable Downtime (the “Service Level Agreement”).

          7.1 “Availability” means the Cloud Service in Production is available and operable for access and use by Customer.

          Service Level Availability of a Cloud Service for any given calendar month will be measured as follows:
          ((x-y-z))/((x-y))×100
          x = total number of minutes in a calendar month*
          y = Excusable Downtime
          z = unscheduled outages other than Excusable Downtime

          *For example, the total number of minutes in June would be calculated based on 24 hours per day x 60 minutes per hour x 30 days (or 43,200 minutes), as June has 30 calendar days.

          *24X7/365 days for one (1) Production environment and excluding beta, proof-of-concept, evaluation, trial or non- Production testing Cloud Services
          **NICE will use commercially reasonable efforts to perform routine maintenance service on the Cloud Services during these times.

          7.2 Excusable Downtime. The Service Level Agreement does not apply to any downtime, unavailability, suspension or termination of the applicable Cloud Service (or any Software operating in connection with the Cloud Service) that arises out of or results from any of the following (individually and collectively, “Excusable Downtime”):

        • routine maintenance services performed during the Maintenance Windows, set forth in Table B-1 above;
        • unscheduled emergency maintenance services performed to avoid harm to NICE, Customer, Content, or the Cloud Services, generally;
        • any time spent by NICE in its performance of any additional Services requested or agreed to by Customer;
        • outages or disruptions attributable to Customer or its third-party technology or service providers, including use of the Cloud Services in a manner not expressly authorized in the Agreement;
        • suspension or termination of Customer’s right to access and use the Cloud Services in accordance with the Agreement;
        • factors outside of NICE’s reasonable control, including Force Majeure Events, internet access or related problems, or Content;
        • outages or disruptions caused by:
          • software, infrastructure, databases, technology, operator error or equipment not controlled by NICE; or
          • configuration changes not made by NICE; or
          • Network Connectivity issues.