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NiCE Product-Specific Terms

NiCE Product-Specific Terms

Colocation
CXone ACD/IVR
CXone Guide
CXone Multi-ACD
CXone Performance Management
Dedicated Internet Access (DIA)
Digital Experience
Emergency Services – 911 Dialing Terms
General Network Connectivity
Hold Music
Nexmo
NiCE CXone Agents
NiCE CXone Expert
NiCE Nexidia Predictive Behavioral Routing for CXone
Personal Connection (PC Dialer)
SmartReach
SMS
Switched Long Distance
Voice

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CCaaS
Customer Experience
NiCE Public Safety
NiCE Actimize
NiCE RPA

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NiCE Partners Overview
Developer Partners (DEVone)
CXone Mpower Partner Portal
NiCE Help Partner Portal
NiCE User Group

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CXone Mpower Support Login
NiCE Customer Support

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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

Explore all Products

Explore all Services

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.

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

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.

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

Capabilities

Solutions

View All Products

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

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

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

Workflow Orchestration

Workflow Orchestration

Evolve from interaction management to workflow orchestration across the entire organization.

Workforce Augmentation

Workforce Augmentation

Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

Service Automation

Service Automation

Go beyond answering questions to fully automate customer intent through fulfillment.

By Industry

By Industry

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

Integrations & Custom Solutions

Integrations & Custom Solutions

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.

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.

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 Notetaking
Instantly summarize interactions to accelerate resolution times and 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.

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.

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

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

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