The Operating System for
Modern Customer Experience
We provide specialized AI companions tailored to
every level of your organization:
In today’s digital-first world, managing phone calls isn't enough—you must manage the entire customer journey. NICE CXone is a cloud-native, interaction-centric platform designed to orchestrate 100% of customer interactions on a single, unified interface.
By consolidating communication channels, data, and applications, CXone eliminates the friction of disconnected legacy systems and replaces it with Enlighten AI, a purpose-built intelligence engine trained on real-world CX data.
NICE CXone is a cloud-native customer experience (CX) platform designed to orchestrate 100% of customer interactions on a single, unified interface. Unlike traditional ticketing systems, it is an interaction-centric platform that uses purpose-built AI, known as Enlighten, to manage the entire customer journey across digital and voice channels. Used by over 25,000 organizations globally, the platform aims to eliminate the friction caused by disconnected legacy systems by consolidating all communication channels, data, and applications.
Core Value Proposition
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One platform for all customer interactions
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AI purpose-built for customer experience (Enlighten AI)
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Faster resolution with intelligent self-service
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Higher agent productivity with real-time AI assistance
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Lower operational costs through analytics and automation
Key Outcomes
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Improved CSAT and NPS
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Reduced handle time and cost per contact
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Increased self-service containment
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Better agent engagement and performance
NICE CXone vs Traditional CCaaS (Comparison)
Traditional CCaaS
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Voice-centric with add-on digital channels
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Disconnected point solutions
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Limited AI or generic AI models
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Siloed reporting and analytics
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Heavy reliance on third-party integrations
NICE CXone
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Interaction-centric (voice + digital native)
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Unified data model and platform
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CX-specific AI trained on real CX data
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End-to-end journey orchestration
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Native analytics, WEM, routing, and self-service
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Open cloud platform with enterprise-grade security
Bottom Line: CCaaS manages calls. CXone manages customer experience
FEATURE BREADOWN
Copilot for Agents
Empower customer service agents with an AI companion to drive productivity and engagement.
Copilot for Supervisors
Empower all customer service supervisors to drive focus, productivity, and engagement.
Copilot for Leaders
Data-driven decisions via AI copilot with analytics boosting executive performance.
Automated Notetaking
Instantly summarize interactions to accelerate resolution times and efficiency.
Interaction Recording and Management
Capture 100% of interactions, meet regulatory needs, and drive better performance.
Quality Management
Evaluate 100% of interactions with AI and deliver effective coaching to agents.
Workforce Management
Powerful AI-based forecasting and scheduling to keep SLAs up and costs down.
Performance Management
Meet your goals while engaging employees through personal coaching and gamification.
Interaction Analytics
Gain AI-powered insights from 100% of interactions to drive continuous improvement.
Voice of the customer
Unlock customer insights with Feedback Management to enhance experiences, drive loyalty, and boost business growth.
Sales Performance Management
Pay thousands of payees accurately and on-time regardless of complexity, data volumes, and constant changes.
NICE CXone is not just a contact center platform—it is the operating system for customer experience, enabling organizations to intelligently orchestrate, optimize, and scale every interaction with confidence.