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.
Target Beta Deploy: January 30th
For more information visit the Release Notes.
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:
The endpoints in the following API groups were deprecated:
Dear Technology Integration Partner (DEVone),
Welcome to 2025!
NICE held their 2025 Sales Kick-off in mid-January. It was very impressive to see the force of 1100+ NICE account executives, solution engineers, and NICE leadership coming together to align on a single customer experiences platform (NICE CXone Mpower) and an AI driven strategy.
During his first key-note presentation, Scott Russell (NICE CEO) communicated a very clear strategy for the future of NICE and talked about his priorities. Scott was very explicit on the value that the NICE ecosystem brings. According to Scott, in 2025 the NICE ecosystem will get bigger, better, and more powerful. Scott expressed how partners give NICE more reach, more access, and better insights in client needs.
Scott's message is very positive news for the DEVone ecosystem. The complementary solutions of the DEVone partners strengthen the overall NICE value proposition and together we help clients to achieve their business objectives faster.
To learn more about Scott's motivation to join NICE and his approach related to accelerated success, please read/listen here.
We are very pleased to announce that as part of the NICE 25.1 product release, three new strategic DEVone partners have been added to the NICE price book. We welcome Meltwater, Floatbot, and NovelVox to the strategic DEVone ecosystem.
Meltwater enhances NICE's CXone Mpower CCaaS platform by adding social sources for cases, including access to previously unavailable channels like TikTok. This integration not only enables listening to social channels but also provides advanced filtering options based on keywords, sentiment, actionability, and other criteria. These features allow organizations to send only the most relevant cases to their agents, ensuring a more focused and efficient customer experience.
Floatbot offers a suite of AI-powered solutions to streamline customer interactions and boost efficiency. The Voice AI Agent manages inbound and outbound calls, including payment reminders, while the Chat AI Agent automates communication across digital channels like SMS and WhatsApp. Additionally, the AI Agent Assist provides real-time support to human agents with features such as AutoQA, call summarization, analytics, and relevant suggestions, enhancing productivity during customer and sales interactions.
NovelVox Agent Accelerator is an interactive desktop that gives agents a 360-degree view of customer information on a single screen before answering calls. It integrates seamlessly with NICE CXone Mpower, unifying data from multiple systems to enable proactive and efficient query resolution. With customization tools and an extensive integration library, it improves Customer Satisfaction, reduces Handling Time, and enhances Net Promoter Scores.
NICE is excited to announce the launch of NICE CXone Mpower, the platform that brings together all channels, data, and media, as well as Enlighten AI models and services to orchestrate workflows, agents, and knowledge. With this launch, we want to provide updated branding guidelines to ensure our DEVone partners are able to update their published solution on the NICE CXexchange. Please see the below updated branding guidelines:
https://www.nice.com/platform/platform-overview
We would like to remind all DEVone partners of the excellent opportunity to sponsor the NICE Interactions 2025 client conference. Attached are the sponsorship brochures for the Americas (Las Vegas) and for the NICE Interactions International (London) - DEVone discounts are aligned to the new DEVone benefits table.
As we start the new year, let’s look at a few highlights from 2024 and also look ahead at what’s upcoming in 2025.
Looking back at 2024:
Looking forward to 2025:
The target release date is not finalized for the above enhancements, so stay tuned for future information.
With the year 2024 winding down, business leaders are eagerly looking forward to what 2025 has in store. This year has proven eventful with a surge of innovation thanks to purpose-built artificial intelligence (AI) applications and other monumental tech advancements. Customer expectations are on the rise as well, compounding the pressure companies face in capturing loyalty and satisfaction while keeping up with the constantly evolving tech landscape.
Global EcoSystem &