RELEASE NOTES

You can receive notifications for when NiCE releases updates to your CXone cluster.
To subscribe to these notifications, see the Service Notification Timeline in the online help.

25.3 Release

Target Beta Deploy: August 4th

API Change Log Summary

DEPRECATION TRACKER

API: GET /user-management/v1/users/{userId}
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: GET /user-management/v3/users/{userId}
Details: New API is more secure with mandatory permission check. Required Permissions: "user:view", "user:my:view".
API: POST /user-management/v1/teams/search, POST /user-management/v2/teams/search, POST /user-management/v3/teams/search
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: POST /user-management/v4/teams/search
Details: New API is more secure with mandatory permission check. Required Permissions: "Teams:View".
API: POST /user-management/v1/teams, POST /user-management/v2/teams
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: POST user-management/v3/teams
Details: New API is more secure with mandatory permission check. Required Permissions: "Teams:Create".
API: PUT /user-management/v1/teams, PUT /user-management/v2/teams
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: PUT /user-management/v3/teams
Details: New API is more secure with mandatory permission check. Required Permissions: "Teams:Edit".
API: GET /user-management/v1/teams/{teamId}, GET /user-management/v2/teams/{teamId}
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: GET /user-management/v3/teams/{teamId}
Details: New API is more secure with mandatory permission check. Required Permissions: "Teams:View".
API: POST /user-management/v1/users/invite
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: POST user-management/v2/users/inviteByEmail
Details: New API is more secure with mandatory permission check. Required Permissions: "user:invite".
API: POST /user-management/v1/users/invite
Status: to-be-replaced
End-of-life Target Cutoff: 25.3
Replacement: POST user-management/v2/users/inviteById
Details: New API is more secure with mandatory permission check. Required Permissions: "user:invite".
API: GET /user-management/v1/users
Status: Deprecated
End-of-life Target Cutoff: 25.1
Replacement: POST /user-management/v2/users/search
Details: If you use GET /user-management/v1/users to get a list of users for a tenant, update your app or service to use the replacement API. Do so before the EoL target to avoid interruptions in your service. The replacement API provides better performance and scalability, pagination support, and simpler functionality. The deprecated API will continue to function as expected until the EoL cutoff.
API: GET V29,V30: /services/30.0/agents/{agentId}/agent-settings
Status: to-be replaced
End-of-life Target Cutoff: 2024-2
Replacement: GET API: V30 -/services/30.0/agents/{agentId}/agent-configuration
Details: We have recently updated the Agent Settings API by marking it as 'Internal' in our latest release due to the sensitivity of the information it encompasses. Despite this change, existing customers retain access to the API endpoints, and its functionality remains unaffected.
However, it's important to note that this update restricts usage for new customers. To accommodate this change and ensure continued functionality, we recommend utilizing the new agent-configuration API as needed.
Rest assured, the previous latest public version of the agent settings API is still accessible for reference and use until End-of-life.
End of Life: Summer 2023 Release

Legacy API Authentication

Legacy authentication methods were deprecated in 2022. With the Summer 2023 release, they are moving to End-of-Life status and will cease to function between the Summer and Fall 2023 releases. If you have not already updated your app's authentication, use the global authentication method. There is only one token endpoint with the global method, /auth/token. This endpoint facilitates:

  • user authentication through OpenID Connect.
  • other forms of authentication specified by OAuth2.0.

The endpoints in the following API groups were deprecated:

September 2025 DEVone Newsletter

Sep '25 Newsletter graphic

Dear Technology Integration Partner (DEVone),

September was a very exciting month for NiCE. In short, the acquisition of Cognigy was finalized, Gartner reported NiCE as a leader in their Magic Quadrant (11h year), NiCE was selected by Time Magazine for the World's Best Companies list, a new NiCE ambassador was announced - JJ Spaun and important NiCE leadership updates were announced.

NiCE Acquisition of Cognigy

By bringing together Cognigy’s AI and NiCE’s award-winning CXone Mpower CX AI platform, organizations of all sizes will transform how they deliver AI-powered customer experience. Cognigy conversational and agentic AI will be enriched with NiCE’s purpose-built CX AI models leveraging decades of CX intelligence, making agents smarter, deployments faster and outcomes more impactful. With this unified power, organizations can scale agentic and conversational AI at speed across CXone Mpower, delivering seamless, intelligent experiences across every customer touchpoint, from the contact center to enterprise-deep workflows.

Both NiCE and Cognigy are leaders in their respective categories for Gartner, Forrester and IDC. Their trusted, third-party validated capabilities come together to drive AI-first customer experience. To ensure customers have the most flexibility and seamless access to these capabilities, Cognigy will be available both as part of the unified CXone Mpower platform and as a standalone offering.

NiCE closes acquisition of Cognigy

To learn a lot more about NiCE and Cognigy together, please join the virtual launch event on November 12th - click on graphic to register.

Unleash AI and Reimagine CX with Cognigy

Gartner Names NiCE as Leader

Gartner has recognized NiCE as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. NiCE was rated the furthest for its Completeness of Vision and highest in its Ability to Execute in the Leaders Quadrant. This marks the eleventh consecutive year that NiCE has been named a Leader in the CCaaS Magic Quadrant and the first time NiCE was positioned furthest and highest on the axes.

NiCE credits its positioning to its CXone Mpower AI platform, which unifies workflow automation, self-service, and AI-powered agent assistance into a single, scalable ecosystem. Leveraging AI purpose-built for customer service, CXone Mpower delivers the power of AI across every interaction, orchestrating conversations, automating tasks, and augmenting human agents to create seamless, personalized experiences at scale.

NiCE leading in magic quadrant

New NiCE CX Product & Technology Leadership

NiCE announced the appointment of Jeff Comstock as President, CX Product and Technology, effective October 1, 2025. Comstock will report directly to NiCE Chief Executive Officer Scott Russell and will join the company’s Executive Leadership Team.

Comstock joins NiCE following a distinguished 25-year career at Microsoft, where he most recently served as Corporate Vice President leading the Customer Experience applications business. His portfolio spanned Sales, Marketing, Customer Service, Contact Center, and the AI-powered copilots and AI agents woven across the suite. Under his leadership, Microsoft Dynamics 365 Customer Experience business achieved strong momentum, including double-digit year-over-year revenue growth in the most recently reported quarter.

Comstock is a seasoned product and technology leader with more than two decades of experience building and scaling enterprise SaaS applications. He brings a unique combination of hands-on technical expertise and proven product leadership, having led global, large-scale product, engineering, and AI teams driving innovation across expansive portfolios and bringing multiple new products from concept to broad market adoption.

Jeff Comstock as President of CX Product and Technology

NiCE Announces Brand Ambassador: JJ Spaun

NiCE announced a brand ambassador partnership with JJ Spaun, professional golfer, 2025 U.S. Open Champion and breakout PGA Tour star. The collaboration highlights the shared values of consistency, innovation and breakthrough performance that define both Spaun’s accelerated rise in professional golf and NiCE’s transformation in delivering AI-first customer experiences.

Spaun currently ranks 7th in the Official World Golf Ranking. For nearly a decade on the PGA TOUR, Spaun built his career on steady play and perseverance. In 2025, he delivered a season for the history books, capturing his first major win at the U.S. Open, contending for titles at THE PLAYERS and the FedEx St. Jude Championship and securing automatic qualification for the Ryder Cup. His surge onto the world stage reflects the power of consistency meeting opportunity, a philosophy NiCE also lives by.

NiCE brand ambassador JJ Spaun

Time Magazine - World's Best Companies

NiCE has been recognized by TIME Magazine as one of the World’s Best Companies of 2025!

This recognition belongs to all of us. It is a direct reflection of the passion, innovation, and commitment that each of you brings every single day. Being named among the top companies globally is no small feat – it highlights not only our market leadership but also the culture, values, and spirit that set NiCE apart.

TIME nominates NiCE as one of the world's best companies in 2025

Blog - 7 Reasons to automate interaction summarization with AI - by Catherine Forino

Without question, there are impactful AI tools emerging in 2025 to help organizations achieve their goal of an elevated customer experience. AI is redefining the future of customer experience by keeping the focus on higher value thinking and making conversations more valuable for both customers and agents.

One of the most powerful tools is AI-powered automated interaction summarization, where AI is used to generate concise, accurate summaries of customer interactions, whether via phone or chat. Interested in creating a productive environment where agents can focus on the conversation, and the summary writes itself? You’re in the right place.

To read the complete blog, click the graphic.

7 reasons to automate interaction summarization with AI

Vincent Zandvliet

Global EcoSystem & DEVone Executive

CXone Suite