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.

New on the developer portal:
  • A section that explains how to create and consume Custom Events. This lets you add your own event to the agent event stream via API or Studio action.
  • The CXA SDK is now generally available. Developers can now access the content on NPM or GitHub. See the Product page for more information.
  • We have updated FAQ Page.
24.4 Release

Target Beta Deploy: October 15th

API change log summary:

For more information visit the Release Notes.

Fixed Issues

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:

October 2024 DEVone Newsletter

October '24 Newsletter graphic

Dear Technology Integration Partner (DEVone),

During the recent NICE Analyst Summit, the NICE leadership team shared the NICE vision, strategy, and product roadmap. The feedback from these industry leaders is very positive.

The very strong financial structure of NICE, the forward-looking strategy, the state-of-the-art offerings, and the partner focused go-to-market model received a lot of positive remarks. These points are also confirmed in the latest Gartner Magic Quadrant CCaaS 2024 report (see later in this newsletter).

The analysts were especially impressed with the recent NICE Mpower announcement. CXone Mpower revolutionizes AI for customer service on a unified hyper-platform. It enables enterprises to design, build, and operate automation for workflows, agents, and knowledge at scale and precision. https://www.nice.com/cxone-mpower

Mpower announcement

Gartner Magic Quadrant CCaaS Report 2025

Earlier this year, Gartner published the CCaaS Peer Insight and positioned NICE as the only vendor in the leadership quadrant.

Today Gartner published the Magic Quadrant CCaaS report 2024. For the 10th consecutive time, NICE is positioned in the leaders quadrant. It is great to see that the report confirms the NICE leadership position with the most visionary CCaaS strategy.

For insight in the complete report, please use this link.

Magic Quadrant Analysis

Gartner's remarks:

NICE is a Leader in this Magic Quadrant. CXone, its specialized CCaaS platform, is offered both directly and through a channel program that features international partners. NICE CXone appeals to organizations of all sizes and geographic locations that are seeking a strong vision for customer service analytics, workforce engagement management (WEM), AI and automation. The company leverages its history as a market-leading provider of enterprise-scale WEM solutions to establish customer trust in its ability to support large and complex CCaaS deployments.

  • Large, global account support: NICE has earned a reputation for its ability to support large, global accounts. Organizations with such deployments should consider its experience in this area as an advantage.
  • AI and analytics: NICE’s strong AI and analytics capabilities draw on the company’s vast amounts of labeled data about customer intents and actions. These capabilities leverage data from WEM interactions that are captured and embedded across CXone, allowing NICE to build and refine self-learning customer interaction models.
  • Ease of use: CXone offers a simple UI and administrative environment, as well as strong technical account manager support. Customers praise the product for these characteristics in both Gartner client inquiries and Peer Insights reviews.

NICE Interactions 2025 - Sponsorship Brochure

In last month's newsletter, I announced the available sponsorship opportunities for NICE Interactions 2025 client conference (attached is the sponsorship brochure for the Americas).

Client registration has already started, and many organizations are taking advantage of the 'early bird' (reduced pricing) opportunity. When clients register before December 31st, the enrollment fee is $895 (versus $1650 later in 2025).

Based on the success of previous NICE Interactions conferences, and the very positive return-on-investment for the sponsoring partners, I would encourage the DEVone ecosystem members to secure their NICE Interactions 2025 sponsorship as soon as possible (billing will happen in 2025).

Interactions 2024

NICE CXone - Mpower - One Platform. One Experience. Total Orchestration

CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.

CXone Mpower delivers AI-powered Customer Service automation by seamlessly orchestrating Workflows, Agents and Knowledge as part of a single, unified and scalable platform.

https://www.nice.com/platform/platform-overview

Mpower Diagram

New DEVone partners and Meltwater

The DEVone ecosystem continues to grow. During the past weeks we added multiple new members to the DEVone family.

We are especially pleased that Meltwater has signed the NICE DEVone partnership agreement (https://cxexchange.niceincontact.com/en-US/apps/455389/meltwater).

Meltwater supports customer care teams to navigate the vast ocean of social data and uncover actional cases to focus on. The NICE-Meltwater partnership is important for NICE clients to address 'social listening' needs.

Meltwater

Blog: How Contact Centers are transforming through AI - by Ben Hancock

There’s no question that contact centers have undergone a dramatic transformation in recent years, driven by evolving customer expectations and technological advancements. Modern customers demand quick, efficient, and personalized service, and they expect to connect with contact centers through multiple channels, including phone, email, social media, and asynchronous messaging. Contact centers must continually adapt to meet these expectations, integrating advanced technologies to enhance operational efficiency while handling customer interactions with increasing levels of sophistication and personalization.

https://www.nice.com/blog/how-contact-centres-are-transforming-through-artificial-and-augmented-intelligence

Blogpost

NICE in the Press

New from the PR team:

Vincent Zandvliet

Global EcoSystem & DEVone Executive

CXone Suite