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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

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        • 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

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        • 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)

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        • 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

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        • 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

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        • 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
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          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

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          Elevate citizen trust

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          Healthy patient experiences

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          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.

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    • 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

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            Find the latest updates from NICE

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          • 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

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          • NICE Company Security Terms

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          © 2025 NICE

          NICE Company Security Terms


          These NICE Company Security Terms (“Security Terms”) are incorporated into and made a part of the Master Relationship Agreement or such other written or electronic agreement between NICE and Customer for the purchase of Services (“Agreement”). Except as otherwise set forth herein, defined terms used in these Security Terms shall have the meanings provided in the Agreement.

          I. Purpose


          These Security Terms describes the information security standards NICE implements and follows in its business and in the provision of Services. These Security Terms do not apply to trial, beta, evaluation, or free Services, nor to third-party products or services sold but not developed by NICE. NICE may update these Security Terms from time to time to reflect changes in NICE’s security program provided such changes do not materially diminish the level of security provided herein.

          II. Company Security

          1. Overview. This Section II (Company Security) describes the information security controls NICE implements and follows for the protection of its IT systems, networks, facilities and assets (“Company Systems”), and any Confidential Information accessed or processed therein, from anticipated threats or hazards, unauthorized or unlawful access, use, disclosure, alteration, or destruction, and accidental loss, destruction or damage (“Company Security Program”). The Company Security Program has technical and organizational measures that are appropriate to the nature, size, and complexity of NICE’s business operations, the resources available to NICE, the type of information that NICE stores, and the need for security and confidentiality of such information.
          2. Company Security Policies. NICE has and maintains company information security policies (“Company Security Policies”) designed to educate its employees, contractors, and vendors on the appropriate use, access, and storage of Confidential Information. The Company Security Policies include access restrictions for personnel who have a ‘need to know’ such information, policies preventing terminated employees from accessing NICE’s information and information systems post-termination and imposing disciplinary measures for failure to abide by the Company Security Policies.
          3. Risk Assessment and Change Management. NICE uses a risk-based methodology to help it reasonably identify internal and external risks to the Company Systems and information resources and decide whether the Company Security Program is sufficient or needs to be updated to address any identified risks. NICE uses a change management process to ensure any changes to the Company Security Program or Company Security Policies are reviewed, tested, and approved.
          4. System Access Controls. NICE uses monitoring and logging tools to help detect and prevent unauthorized access to its networks and systems. NICE’s monitoring includes a review of Company Systems use through authentication and privileged access controls based upon the principle of least privilege through secure authentication, authorization mechanisms, and access control rules that take into account the risk associated with the particular information system, and the type of information stored therein. Access logs are maintained on a centralized repository, to allow for security review and analysis by the security team. Such logs include log-on, failover attempts and log off attempts. Users must authenticate with two-factor authentication prior to accessing NICE servers or systems. Personal devices used to access NICE systems must be enrolled in the NICE portal for security and access controls.
          5. Threat and Vulnerability Management. NICE monitors the Company Systems and the technology implemented therein for vulnerabilities that are acknowledged by third-party vendors, reported by researchers, or discovered internally. Any such vulnerabilities are identified for mitigation or fixes based on severity level. NICE or third parties acting at its direction periodically perform network vulnerability and penetration tests on the Company Systems. NICE uses real-time anti-virus and malware solutions to protect the Company Systems and its personnel’s computers against viruses, worms, and other forms of malicious code that may cause damage. Definition updates are performed and monitored on an automated basis.
          6. Training. All NICE employees and contractors are required to receive training on Company Security Policies upon hiring/onboarding and on an annual basis thereafter to maintain compliance with the Company Security Policies. Additional, more in-depth training may be required based on the roles and responsibilities performed by such personnel. NICE also implements periodic security awareness campaigns to educate its personnel and to maintain a secure work environment.
          7. Secure Product Development. When developing its software and technologies, NICE employs a methodology for the acquisition, development, configuration, maintenance, modification, and management of such technology with the intent of maximizing its inherent security. Source code access is restricted to authorized personnel only. NICE uses a risk-based approach when applying such methodology to production software, which may include activities such as performing security architecture reviews, open-source security scans, dynamic application security testing, network vulnerability scans, code review, and external penetration testing in the development environment. NICE scans packaged software to ensure it’s free from trojans, viruses, malware and other malicious threats.
          8. Storage and Secure Disposal. NICE’s Company Security Policies contain procedures and controls regarding the secure disposal of tangible and intangible materials containing Confidential Information, which are designed to ensure such Confidential Information cannot be viewed or reconstructed when possible.
          9. Third-Party Vendors. NICE puts each third-party vendor and its partners through a rigorous due diligence process, including privacy and security reviews for those with access to Confidential Information, including Content and personal data (as defined under the General Data Protection Regulation (EU) 2016/679 (“GDPR”)) (“Personal Data”), prior to contracting with any such third party. Third-party vendors are subject to contractual obligations of confidentiality and risk assessments to determine the sensitivity of information being shared. Vendors are expected to comply with any pertinent contract terms relating to the confidentiality and security of data, as well as any applicable NICE policies or procedures such as the NICE Supplier Code of Conduct. Periodically, NICE may re-evaluate a vendor and its security posture to help ensure compliance.
          10. Personnel Security. NICE requires each employee and contractor to enter into confidentiality agreements upon hire or engagement, as applicable, and to agree to its Code of Ethics and Business Conduct. NICE performs background checks on its potential employees prior to hiring, as permitted by applicable law. In addition to the Company Security Policies, NICE also requires its employees and contractors to agree and adhere to teleworking, internet acceptable use, social media, electronic messaging, clear desk/clear screen, and other work policies.
          11. Facilities. NICE grants physical access to its facilities based on role and logs visitor access. NICE removes physical access when access is no longer required, including upon termination. Employees and visitors must visibly display and wear identity badges when in a NICE facility. Visitors must always be accompanied while at a NICE facility. NICE reviews data center physical access, including remote access, on a regular basis to confirm that access is restricted to authorized personnel. NICE employs additional measures to protect its employees and assets, including video surveillance systems and onsite security personnel.
          12. Company Business Continuity and Disaster Recovery. NICE endeavors to maintain continuity of its operations through business continuity, redundancy, appropriate staffing of incident response personnel, and timely recovery of critical NICE processes and systems. NICE has a business continuity and disaster recovery plan for its business operations (“BCP/DRP”), which is reviewed and approved by management at least annually. The BCP/DRP includes actions and procedures for NICE facilities, business functions/operations, HR, IT, and communications, which are designed to ensure the survivability for NICE’s internal services, mission-critical applications, infrastructure and data, and enable the recovery thereof to effective service levels as soon as possible to minimize the impact the business should a reasonably foreseeable event occur, which causes significant operational disruption and crisis to NICE’s business and Company Systems. Training exercises and tests of the BCP/DRP are performed to ensure it is reliable and effective, and updates are made to the plan based on findings of these tests.
          13. Certifications. NICE strives to align its Company Security Policies to ISO 27001 standards for information security where practical.