NICE CXone
Also known as: CXone, CXone Mpower, NICE CXone Mpower
Enterprise contact center platform whose Mpower agents are generated no-code in AI Studio and act across front, middle and back office systems, spanning voice and digital channels with a unified knowledge layer, a deep developer API surface and FedRAMP-authorized infrastructure.
NICE CXone is the flagship cloud-native customer experience platform from NICE (NASDAQ: NICE), used by more than 25,000 organizations across 150+ countries, including over 85 of the Fortune 100. Once a contact-center-as-a-service provider, NICE has rebuilt CXone around agentic AI as its foundation rather than a bolt-on, repositioning itself as an AI company for customer service.
The platform's agentic layer is branded CXone Mpower. NiCE AI Agents autonomously resolve customer intent across voice and digital channels: orchestrating workflows, acting across enterprise systems, and completing end-to-end journeys from self-service through mid-office approvals to back-office fulfillment, rather than running scripted conversations.
Agents are generated in the no-code Mpower AI Studio from outcome-based prompts and tap the full ecosystem: APIs, Knowledge, Experience Memory, Channels, and proprietary Enlighten CX AI models trained on billions of interactions. They operate as Mpower Copilot (real-time guidance for human agents) or Mpower Autopilot (direct customer self-service), and CXone Mpower Orchestrator unifies virtual agents, live agents, and back-office workflows on a single platform.
A 2026 platform refresh placed NiCE Cognigy's agentic AI at the core as the reasoning engine, alongside Guardian AI for continuous, in-production governance and compliance, an Agentic Engagement Plane for orchestration, Agentic Analytics for discovery, and a Workforce Empowerment Suite that manages human and AI agents under one operating model. CXone connects to Salesforce, SharePoint, Zendesk, Confluence, and other knowledge sources, and an expanded AWS partnership embeds Amazon Bedrock, Amazon Q, AWS Nova LLMs, and SageMaker. Sold to enterprises through a sales-led, quote-based model.
Vendor details
Canonical URL
https://www.nice.com/cxone
Category
Customer support agent
Subcategory
Enterprise CX / contact-center AI platform
Funding status
Flagship platform of NICE Ltd (NASDAQ: NICE), a publicly traded customer-experience software company; used by 25,000+ organizations across 150+ countries, including 85+ of the Fortune 100.
Company status
independent
Use cases & customers
Primary use cases
Target customers
Deployment options
Integrations
Connects to Salesforce, SharePoint, Zendesk, Confluence, and virtually any other knowledge source; integrates existing voice/digital chatbots and supports bring-your-own agent-assist tools via prebuilt integrations and custom endpoints. An expanded AWS partnership embeds Amazon Bedrock, Amazon Q, AWS Nova LLMs, and SageMaker into CXone Mpower. Enterprise-grade security and global compliance with encrypted communications, continuous monitoring, and Guardian AI governance applied in production.
In practice
Your contact center runs scripted bots that break on anything complex. NICE CXone's AI Agents resolve customer intent across voice and digital, orchestrating workflows end to end instead of following a script.
You want to build a customer-service agent without engineering for every change. CXone Mpower AI Studio generates agents from outcome-based prompts, no code required.
Running AI agents in production raises governance and compliance worries. NICE CXone includes Guardian AI for continuous, in-production governance across its agents.
Sources & related URLs
Research sources
Agentic Index coverage score
10.5 / 14 capabilities · 75%
| Integrations & Tool Calling | Full |
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Agents reach external systems through the platform's own REST APIs and Studio actions, connect to Salesforce, SharePoint, Zendesk and Confluence among other systems, and Virtual Agent Hub connects third-party virtual agent providers including Omilia and Amelia with their credentials held in the hub. Mpower agents are documented as moving across systems and triggering actions in front, middle and back office applications, not only in the contact center. Sourcenice.com/products/cxoneread 2026-09-05 |
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| Workflow Orchestration | Full |
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Mpower agents are generated in AI Studio from outcome-based no-code prompts and run inside orchestrated workflows spanning front, middle and back office, moving across systems, triggering actions and working alongside humans and other AI agents to complete journeys such as claims processing and refund approval rather than single conversations. Underneath, Studio scripts, routing queues and skills carry deterministic call and case flow, with Virtual Agent Hub arbitrating handoff between bots and live agents. Sourcenice.com/press-releases/nice-launches-cxone-mpower-agents-enterprise-grade-agentic-ai-agents-built-for-cx-to-deliver-automated-fulfillmentread 2026-09-05 |
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| Knowledge Grounding & RAG | Full |
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Knowledge Hub is the platform's maintained knowledge layer: Autopilot connects to CXone Mpower Expert or any third-party knowledge base through it and answers from the articles, returning composed responses, embedded links and images, and Autopilot Knowledge wires Bot Builder bots directly into Expert knowledge bases. NiCE states CXone connects to Salesforce, SharePoint, Zendesk and Confluence as knowledge sources so agents and people work from the same content. A vendor-maintained structure over the customer's corpus rather than per-conversation assembly. Sourcehelp.nicecxone.com/content/autopilot/autopilot.htmread 2026-09-05 |
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| Human Oversight & Guardrails | Full |
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Vendor-owned controls sit ahead of the action rather than routing after it. NiCE publishes conversation guardrails that prevent excessive or miscommunication and enforce compliance with data privacy and industry regulation, applied before outreach rather than reviewed afterwards, and brand-specific guardrails are a named configuration surface. Autopilot virtual agents resolve autonomously but transfer to a live agent when the contact needs one, with the platform waiting on a completion or transfer signal, and Mpower Copilot carries the human side with dedicated versions for agents, supervisors and administrators. Sourcenice.com/press-releases/nice-launches-cxone-mpower-agents-enterprise-grade-agentic-ai-agents-built-for-cx-to-deliver-automated-fulfillmentread 2026-09-05 |
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| Security, Identity & Governance | Full |
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The published security and compliance model lists SOC 2 Type II and HITRUST for HIPAA, ISO 27001, PCI Level 1 attestation maintained for each cluster, FedRAMP ATO at the Moderate baseline, Sarbanes-Oxley 404 for the parent, plus BAA and GDPR DPA. Customer-facing controls include a tenant RBAC model with segregation of duties, multi-factor authentication, SSO, file integrity monitoring and customer-managed private keys, backed by annual third-party penetration testing, quarterly network scans and a 24x7 security operations center. Sourcehelp.nice-incontact.com/content/globalfeatures/tsa/securitylayers/securitylayers.htmread 2026-09-05 |
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| Observability & Auditability | Partial |
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Interaction-level records are documented and agent-level reconstruction is not. CXone Mpower records interactions with metadata and exposes a Data Extraction API pulling recording interaction metadata, quality management workflow data and QM question-and-answer data for external reporting, each gated behind its own named permission, alongside prebuilt QM and business intelligence reports with drill-down and export. Quality Management for CRM Ticketing surfaces every interaction related to a ticket together with agent and system-generated comments. What is reconstructable is the conversation and its quality assessment, not the AI agent's own run, and no step-level decision trace, tool-call log or retrieval record is documented. An Interactions Journey Summary view showing an entire interaction journey with segments, transfers, transcript and QM insights is announced for the 25.4 release but not yet shipped. Sourcehelp.nicecxone.com/content/recording/dataextractionapi.htmread 2026-09-05 |
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| Memory & State Persistence | Partial |
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NiCE names a memory layer as a first-class platform component without describing its shape. It lists Experience Memory alongside APIs, Knowledge, Channels and Enlighten Models as part of the CXone Mpower ecosystem that Mpower Agents tap into, so persistence is architecturally distinct from the knowledge corpus, and the Proactive AI Agent is documented as managing continuous multi-day or multi-week journeys and millions of simultaneous customer journeys without losing context, which is retention across sessions rather than within one. No scope, lifetime, retention window or deletion control for Experience Memory is documented, so a buyer cannot say what is retained or for how long. Sourcenice.com/press-releases/nice-launches-cxone-mpower-agents-enterprise-grade-agentic-ai-agents-built-for-cx-to-deliver-automated-fulfillmentread 2026-09-05 |
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| Deployment & Data Residency | Full |
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The platform runs from geographically diverse data centers as independent regional clusters, evidenced by PCI Level 1 attestation maintained separately for each cluster and by region-scoped tenant endpoints, with NiCE stating multi-region performance and support for sovereign data requirements alongside GDPR and FedRAMP, and the Agent SDK published as available in all regions. The selectable regions and the residency commitment are not published as a customer facing menu. Sourcehelp.nice-incontact.com/content/globalfeatures/tsa/securitylayers/securitylayers.htmread 2026-09-05 |
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| Prebuilt Agents, Templates & Packs | Partial |
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Agents are generated rather than adopted. Mpower AI Studio produces AI agents in minutes from outcome-based, no-code conversational prompts, drawing on the platform's APIs, Knowledge, Experience Memory, Channels and Enlighten Models, with vibe-coding letting business users tailor an agent's personality and communication style, and prebuilt integrations supplied alongside. The adoption route is generation from a prompt rather than selection of a packaged asset, and no vendor-supplied catalog of prebuilt agents the customer browses and puts into service is documented. A reseller page claims more than thirty pre-configured industry AI agents for financial services, healthcare, utilities and telecommunications; NiCE itself publishes no such catalog. Sourcenice.com/resources/cxone-mpower-agents-ai-agents-built-for-cxread 2026-09-05 |
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| Triggers & Channel Coverage | Full |
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Autopilot runs as a voice virtual agent over the contact center's telephony and as a text virtual agent across chat-based digital channels, with Digital Experience carrying the digital channel set, Studio points of contact routing each channel to a script, and the proactive agent reaching customers over voice, SMS, WhatsApp, email and chat. Work also arrives from routing queues and digital skills that assign incoming cases to a bot's inbox. Sourcehelp.nicecxone.com/content/autopilot/autopilot.htmread 2026-09-05 |
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| Model Flexibility & Routing | Partial |
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Mpower agents run on NiCE's proprietary Enlighten CX models trained on its own interaction corpus, with Cognigy reasoning at the core after the 2026 refresh, and NiCE hosts models on AWS through an expanded Bedrock partnership. The selection is NiCE's own, and no customer or admin model choice, routing control or bring-your-own-model path is documented; Bedrock hosting of NiCE's models is infrastructure, not a customer choice of model. Sourcenice.com/press-releases/nice-launches-cxone-mpower-agents-enterprise-grade-agentic-ai-agents-built-for-cx-to-deliver-automated-fulfillmentread 2026-09-05 |
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| APIs, SDKs & MCP Extensibility | Full |
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A public developer portal documents REST APIs grouped by function, covering authentication, admin, agent sessions, digital engagement, media playback, business data and data extraction, testable in the portal against a live tenant, with OAuth 2.0 and a registration path for independent software vendors building multi-tenant apps. A TypeScript Agent SDK ships on npm and GitHub across ACD, Agent, Auth, Digital and Voice packages, and NiCE states it exposes the same APIs it uses for its own product development at no additional cost. Sourcedeveloper.niceincontact.com/apiread 2026-09-05 |
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| Testing, Debugging & Optimization | Partial |
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A scored evaluation program exists, but over live interactions rather than as a gate on a proposed change. Quality Planner creates quality plans that sample interactions against filters the customer defines, route them to named evaluators, and score them against an attached evaluation form, with calibrations and self-assessments alongside and prebuilt QM and business intelligence reports carrying the results. Quality Management Premium adds behavior performance indicators across all interactions. This is quality assurance after the fact over a sample. Neither Autopilot nor Mpower AI Studio documents a prerelease test surface, a simulation environment or a scored evaluation of a proposed agent change before customers see it, and the program does not say whether AI agents, rather than human agents, are what gets evaluated. Sourcehelp.nicecxone.com/content/qmanalytics/qp/qualityplanner.htmread 2026-09-05 |
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| Browser & Computer Use | Not documented |
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NiCE has long sold a robotic process automation line, NiCE RPA, that drives desktop applications, but whether desktop automation ships as part of CXone Mpower or as a separate product bought alongside is not published. Across Mpower Agents, the Proactive AI Agent, Autopilot, Quality Management and the Data Extraction API, action runs through APIs, integrations and channels rather than through an interface. 2026-09-05 |
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The Agentic Index coverage score grades every vendor Full, Partial or Not documented against the same 14 buyer facing capabilities, from public evidence only. Each capability links to how all vendors in the index score on it. How this evidence is graded
Recent platform changes
NICE CXone initiated its 26.3 release cycle, introducing a new reporting API that allows users to retrieve all state changes for digital interactions within any 7-day window. The release also includes enhancements to impersonation, skip and opt-out history pages, and an Advanced ScreenAgent for Mac.
Bears on: Observability / auditability
View sourceNICE introduced NICE Witness, a new AI governance solution designed to create an impartial and cross-vendor record of AI activity and personnel actions. The solution captures data from the first call through dispatch and final review to ensure accountability in AI-assisted decisions.
Bears on: Security / enterprise
View sourceNICE finalized its 26.2 release cycle for CXone, introducing new workforce management and routing features. Key updates include the ability to block agent call transfers to ACD skills outside of their hours of operation, a Zendesk integration update adopting OAuth access tokens, and a new capability for CXone WFM to generate agent adherence reports directly from Amazon Connect data.
Bears on: Integrations
View sourcePricing
Contact sales (custom quote)
seats + usage (voice minutes, interactions, AI)
What is public
NICE CXone is sold to enterprises through a sales-led, quote-based model with no public self-serve pricing. Cost is typically driven by agent seats, interaction and voice-minute volume, and AI or automation consumption (including Mpower AI and Enlighten models). Enterprise agreements add security and global compliance (GDPR, FedRAMP, sovereign data) and multi-region hosting.
Variable cost rationale
Custom enterprise pricing driven by seat counts, interaction and voice-minute volume, and AI or automation usage, so effective cost scales heavily with workload.
Sales call required
Yes, required for paid access
Key ambiguities
Pricing is entirely quote-based. Published third-party figures are unreliable and vary widely by scope.
Missing data
No public list prices. Effective per-seat and per-interaction rates are negotiated per contract.
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Alternatives to NICE CXone
The closest documented capability profiles to NICE CXone among customer support agents tracked by Agentic Index, ordered by similarity on the same 14 point evidence the rankings use. No vendor pays for placement.
- Zendesk10.5 / 14Matches NICE CXone across all 14 documented capabilities
- Chatbase10.0 / 14Fuller documented coverage on Model Flexibility & Routing
- Fin11.0 / 14Fuller documented coverage on Prebuilt Agents, Templates & Packs and Testing, Debugging & Optimization
- Freshworks10.0 / 14Fuller documented coverage on Prebuilt Agents, Templates & Packs
- Gorgias10.0 / 14Fuller documented coverage on Prebuilt Agents, Templates & Packs
- Kommunicate10.0 / 14Fuller documented coverage on Model Flexibility & Routing
Similarity is computed from each vendor's Agentic Index coverage score evidence, axis by axis, not from the totals. How this evidence is graded