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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.

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    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

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        • 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.

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        • 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.

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        • 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.

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      • 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.

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      • Company

          Company

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            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.

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          © 2025 NiCE

          On-Premise Support Policy

          This On-Premise Support Policy (“On-Premise Support Policy”) includes the Invoicing Policy, and describes the terms and conditions by which NiCE provides Support for Software.

          1. Definitions

          “Business Day” means 8 AM to 5 PM Monday through Friday, excluding NiCE’s observed holidays.

          “Case” shall mean a request to the Helpdesk for technical assistance initiated by a Designated Contact.

          “Error(s)” means a reproducible problem that causes a failure of the Software to operate substantially in accordance with the applicable Documentation under conditions of normal use. An Error does not include issues that are attributable to the Customer.

          “Update(s)” means subsequent releases of the Software, which replace Customer’s previously installed version of the Software, with a newer version of the same Software, excluding any option or feature which NiCE determines will be licensed separately.

          “Resolution” means a fix or repair that restores the Software to pre-break functionality following the occurrence of an Error (e.g., a configuration change, a Workaround, a NiCE Service Pack, or NiCE’s recommendation to Customer).

          “Service Pack(s)” means a patch or collection of patches issued by a software provider to correct errors or defects in the software.

          “Self-Service Portal” means the web site located at http: https://niceprod.service-now.com/csm.

          “Severity Level” means the classification of an Error, which shall be assigned to each Case as jointly determined by Customer and NiCE in accordance with the definitions set forth in Section 8 of this On-Premise Support Policy.

          “Sunset Policy” means the document, published by NiCE from time to time and available on the Self-Service Portal, which sets forth the lifecycle of Software.

          “Workaround” means a modification to the process for a particular version of the Software, which may be of a temporary or interim nature, to mitigate the effects of an Error.

          2. Support

          Subject to the Sunset Policy, NiCE shall provide the Services described in this On-Premise Support Policy:

          2.1 For a period of twelve (12) months commencing on the Delivery Date (as set forth in the Transaction Document) (“Initial Support Term”).

          2.2 The Initial Support Term (as set forth in the Transaction Document) will renew for additional periods of time equal in length to the then-currently expiring term (“Renewal Term(s)” and, together with the Initial Support Term, the “Support Term”), and the fees for each such Renewal Term may be increased by the greater of: (a) five percent (5%) or (b) the most recent annual increase in the Consumer Price Index for all Urban Consumers (CPI-U). Notwithstanding the foregoing, at least sixty (60) days prior to the conclusion of the then-current Support Term: (a) either party may advise the other Party in writing that it does not wish to renew the Support Term (a “Non-Renewal Notice”) or (b) Customer may advise NiCE that it desires to renew the Support Term for a different length of time than the expiring Support Term. Customer understands that, if Customer fails to provide a Non-Renewal Notice to NiCE, Customer will be responsible for payment in full for the fees associated with the next Renewal Term regardless of whether Customer has issued a purchase order to NiCE.

          3. Exceptions

          NICE’s performance of Support shall be excused: (a) to the extent NiCE’s ability to perform the Support is affected by circumstances outside of NiCE’s control, such as any delay by Customer; and (b) whenever the Software’s operation is affected: (i) due to a change in Customer’s infrastructure in which the Software is installed; or (ii) Customer’s failure to use and operate the Software in accordance with the Documentation or the NiCE helpdesk personnel’s instructions.

          4. Customer Duties

          Customer shall: (a) appoint two (2) people who have completed the NiCE training in the Software (“Designated Contact(s)”); (b) Designated Contacts shall act as NiCE’s primary point of contact regarding Cases; (c) upon NiCE’s request, provide remote access to the Software (“Remote Access”); (d) maintain third party servers and third party software used in connection with the Software; (e) perform routine database maintenance; and (f) ensure the physical and virtual security of the Software is maintained, including proper installation of new Service Packs (e.g. Microsoft Service Packs) that have been verified by NiCE.

          5. Compliance Verification

          Upon reasonable prior notice to Customer, NiCE shall have the right to verify that: (a) Customer is in compliance with the licensing terms of the Agreement; and (b) the quantity of Software licenses in use by Customer is consistent with the quantity of Software licenses purchased by Customer under the Transaction Document (“Compliance Verification(s)”). Compliance Verifications shall be conducted using a NiCE Software script (“Script”). NiCE will provide Customer with the Script to execute on the system(s) where the Software is in use. Unless otherwise agreed by the Parties in writing, Customer agrees to provide NiCE with the results report generated by the Script within ten (10) days following Customer’s receipt of the Script. If a Compliance Verification results report reveals that Customer’s use of the Software is in excess of the Software licenses purchased, NiCE shall invoice Customer for the excess number of licenses at NiCE’s then-current list price for the Software. Customer shall, within ten (10) days after the date of Customer’s receipt of NiCE’s invoice, make payment to NiCE for such additional Software licenses.

          6. Support Contacts

          Customer may contact the NiCE helpdesk via the Self-Service Portal or by calling the following:

          7. Service Levels

          7.1 Severity Definitions. Errors shall be classified in accordance with the following chart:

          7.2 Software Hours of Support Table.

          8. Software Support Services.

          8.1 Upon NiCE’s determination that a Severity Level 1 or Severity Level 2 Case is the result of an Error, such Error shall be worked on by NiCE until the Software is restored to pre-Error functionality. In such instances, NiCE shall notify Customer of NiCE’s implementation of a Resolution via Remote Access (a “Resolution Notice”).

          8.2 A Case shall be closed two (2) Business Days following the issuance of a Resolution Notice, unless during such period, Customer notifies NiCE that the Error remains unresolved, in which case, the Case shall remain open.

          8.3 NiCE shall install, at no cost to Customer for the installation Services, any NiCE Service Packs and Workarounds. Customer is responsible for all costs associated with implementation of a Release, including: any third party software required, such as any Microsoft™ server or workstation applications (including SQL server licenses), additional or replacement hardware, or Services, including installation, training, specialized customization or integration Services.

          8.4 Updates shall only be made available to Customer: (a) for the version of, and options included in, the Software that was originally purchased by Customer and any future versions thereof provided by NiCE as part of the Support; and (b) if and when such Updates are made commercially available by NiCE to its customers generally. The software and content of the Updates shall be determined by NiCE in NiCE’s sole discretion. For the avoidance of doubt, if the Support Term is terminated in accordance with the terms of the Agreement, NiCE shall not provide, and Customer shall not be entitled to receive, any Updates after the effective date of termination.