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: July 25th
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),
I hope the summer period brought you the opportunity to spend some time with family and friends, and to prepare for an exciting 2nd half of the year. After a quieter July, August saw a lot of activities.
NICE shared the 2nd quarter financial results. Please see below the executive remarks by Barak Eilam. To read the complete press release, click here.
“We are pleased to conclude the first half of 2024 with strong Q2 results across the board. Total revenue increased 14% to $664 million, once again driven by industry-leading cloud growth of 26%,” said Barak Eilam, CEO of NICE. “The growing adoption of our extensive and innovative portfolio of AI solutions fueled an all-time record quarter for CXone bookings.
Mr. Eilam continued, “We continue to gain market share with the most comprehensive CX platform in CXone, rapid innovation in AI that is experiencing significant enterprise adoption and the flexibility afforded by our rock-solid financial position. We are positioned to further expand our market leadership and deliver long-term growth.”
As part of the quarterly announcement, NICE announced that Scott Russell will become the new NICE CEO, starting January 1st, 2025. For more details, please click here.
During the past several weeks, two market leading industry analysts recognized the state-of-the-art capabilities of the NICE portfolio.
Robin Gareiss, CEO and Principal Analyst, Metrigy, said, “The CCaaS space has changed dramatically over the last year. CX AI is transforming what organizations can deliver from their CCaaS platform. NICE’s positioning in this report demonstrates NICE’s commitment to its customers by delivering continued innovation on CXone to drive exceptional customer and employee experience.” For more details, click here.
Amardeep Modi, Vice President at Everest Group, said, “One of the reasons Everest Group recognized NICE as a Star Performer is because of the enhancements NICE has made to its Enlighten suite including: new AI-powered agent assist and conversational capabilities. Organizations should consider NICE to transform how they leverage their CX data and accelerate improvements to their overall employee and customer experience.” For more details, click here.
The 2024 IDC MarketScape CCaaS report recognized NICE as a clear leader in the CCaaS industry. IDC stated: “Consider NICE when you are looking for a complete platform offering inclusive of analytics, AI, and automation.”
To read the complete report, click here.
NICE announced an exciting set of new product offerings as part of the 24.3 product release cycle. If you have not yet listened to the partner webinar, please take some time to listen. Click here.
Pause and Resume appears to offer the ideal quick fix to contact center PCI DSS compliance challenges, enabling calls to be paused at the point of payment and resumed once payment is complete. However, did you know that Pause and Resume is an inadequate security approach that exposes organizations to considerable risk in terms of compliance and fraud? For the link to the webinar, click here.
With the growing needs for a multilingual translation solution, we are very pleased to announce the Interact CX-ConnectLingua solution as a strategic/resell DEVone partner.
AI-powered ConnectLingua revolutionizes communication by providing live voice translation, enabling call center representatives to converse effortlessly in multiple languages with anyone. Orchestrate enhanced customer experience with ConnectLingua, ensuring reliable translations, enabling you to overcome queue wait times and communicate with clarity. Discover a new level of convenience, cost-effectiveness, and efficiency with AI-powered ConnectLingua. For more, click here.
We continue to expand the NICE DEVone Ecosystem. During the past weeks we added 5 new solutions to: https://cxexchange.niceincontact.com/en-US/home
When you know what your customers expect, value, and prefer—and how the experiences your organization is delivering measure up—you can make informed, strategic business decisions about the products/services you offer, and take meaningful action to improve customer experience (CX).
New from the PR team:
Global EcoSystem & DEVone Executive
CXone Suite