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:

July 2025 DEVone Newsletter

July '25 Newsletter graphic

Dear Technology Integration Partner (DEVone),

I assume that most of you have already seen the very exciting announcement related to NiCE plan to acquire Cognigy.

The acquisition combines NiCE’s purpose-built CX AI platform, CXone Mpower, with the enterprise leader in conversational and agentic AI, enabling organizations to accelerate AI adoption in customer experience across the front and back office.

“This is a landmark moment for NiCE, a strategic move that fast-tracks our AI innovation agenda and sets a new standard for customer experience in the AI era,” said Scott Russell, CEO of NiCE. “By bringing a market leader in enterprise-grade conversational and agentic AI into the fold, we are accelerating global AI adoption, expanding into new global markets, and creating game-changing value for our customers, partners, and shareholders. Together, we are significantly advancing the future of AI-first customer experience.”

To learn more, click here.

NiCE to Acquire Cognigy

Barry Cooper and Call Centre Helper Interview

Barry Cooper, NiCE President CXone, discussed the Cognigy planned acquisition with Xander Freeman of Call Centre Helper. This interview gives additional insights in how the Cognigy and NiCE strategies are aligned.

Call Centre Helper

https://www.linkedin.com/company/call-centre-helper/posts/?feedView=all

NiCE Wins CCW Excellence Award

We’re excited to share that NiCE was named “Automation Solution of the Year” at the 2025 CCW Excellence Awards. These awards celebrate the companies setting new standards in customer experience—and this year NiCE Interaction Analytics stood out from the crowd by delivering something truly impactful: the “why” behind every customer interaction.

CCW Excellence Awards

NiCE Named to KMWorld's 2025 AI 100

We’re proud to share that NiCE has been named to the 2025 KMWorld AI 100. This prestigious list recognizes the companies’ pushing boundaries in AI-powered knowledge management. This marks the second time this year KMWorld has spotlighted NiCE for our leadership in helping organizations harness intelligent knowledge management and deliver real-world impact.

KM World AI 100

NiCE Named as CCaaS Leader in Forester Wave 2025

Exciting news! NiCE has been recognized as a Leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025 report. This report evaluates the top providers based on their current offerings, strategy, and customer feedback.

We believe the results highlight our ability to:

  • Deliver the broadest capability set in the industry on a single platform
  • Advance efficiency with end-to-end service automation
  • Elevate employee performance with AI-driven workforce augmentation
  • Increase the value of global brands through our solutions and services

The Forrester Wave report said, "NiCE is a best fit for brands looking for a proven solution with broad capabilities and a strong track record of success.”

NiCE named CCaaS Leader in the Forrester Wave 2025

Vincent Zandvliet

Global EcoSystem & DEVone Executive

CXone Mpower Suite