New CXone Branding for a New Era of Smart Customer Service

New CXone Branding for a New Era of Smart Customer Service

Today we are excited to share that we are streamlining our CXone brand to NICE CXone. This change is a natural evolution of the journey we started four years ago when inContact and NICE joined forces to launch CXone as the first and only complete, cloud native contact center for organizations of all sizes.

What is changing?

Today you will see the NICE and NICE CXone names and logos on our website, social sites, and across our customer and partner communities.


What is not changing?

The new logo is yet another step in our journey to further focus and invest in CXone as a company. We built CXone as the industry’s only smart, complete, and proven customer experience cloud platform and the same customer success and support teams dedicated to making it easy for companies of all sizes to achieve their goals. Our commitment to build relationships that last for our employees, customers, and partners is stronger than ever.

Our Vision for Rapid Innovation

Over the last 18 months, contact centers have faced an unprecedented amount of transformation, from work from home agents to increasing volumes of interactions to the relentless expectations of customers who want fast, convenient digital self-service. Customer experience is truly a journey, not a destination. The great news is that technology innovations in the cloud, in digital, in self-service, in remote employee management, and in artificial intelligence (AI) are advancing very fast as well. We’re leading the way with CXone.

As organizations are laying out their plans for CX transformation, they are assessing their cloud platforms for flexibility, reliability and scalability—and completeness. NICE CXone delivers as the most proven cloud native platform and most advanced, easy to use capabilities for exceptional customer service:

  1. Cloud native platform – reliable, flexible, secure, and scalable cloud customer experience platform and connectivity services that enables powerful innovation for organizations of any size.
  2. A smart purpose-built CX AI ‘brain’ – NICE Enlighten AI, embedded across the entire platform injecting AI into every process and application.
  3. Digital fluency – flawless digital customer connections, from self-help to human-assisted channels and back, as part of a single seamless journey.
  4. Hyper-personalization – smart omnichannel routing connecting people to service based on deep understanding of persona, preferences, and historical journeys.
  5. Agile Workforce Engagement – a unified, complete, applications suite, the most advanced and complete of its kind and with the deepest next-gen functionality.

CXone marketecture

Putting AI to Work in the Contact Center

Artificial intelligence is infused throughout NICE CXone with Enlighten AI, the industry’s first and only purpose-built AI that’s pre-trained to understand and act on the intricacies of customer engagements across many different use cases from conversational self-service to behavioral-based real-time agent coaching. Enlighten AI provides next-gen consumers smarter interactions, with intelligent self-service and hyper-personalized connections. At the same time, employees can enjoy sophisticated engagement tools and WEM applications, with AI-based insight that help improve every future customer interaction.

CXone is the next-gen CX cloud platform that delivers smart digital fluency across all interactions, smart AI embedded across the entire application suite, predictive and hyper-personalized customer journey management, drives engagement across your anywhere workforce. Watch the webinar now.

CXone – Undisputed Global Leader in Cloud Contact Center

There are now more contact center agents using CXone than any other cloud contact center platform with 620,000 agents in over 100 countries. Over the last several years, we have received leadership ratings from all the major industry analyst firms including Gartner, Forrester, Ventana, Omdia, DMG, and Frost and Sullivan. Furthermore, we have many customer case studies and videos about how CXone is making a difference in the quality and the efficiency of the customer service experiences they provide their customers.

When making buying decisions, many companies are looking for third-party validation to support their evaluation and final choice of a cloud platform and also for the company that they will be working with for many years. Here are the ratings reports available to you.

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) NICE CXone has been part of the leaders quadrant every year since this report has been published. We’re looking forward to the new report later this fall. Recently published for 2021, Gartner Magic Quadrant for Workforce Engagement Management (WEM), positions NICE highest and furthest for Completeness of Vision and for Ability to Execute. NICE is the only leader in both the Gartner CCaaS and WEM reports!

Gartner 2020 Critical Capabilities for Contact Centers as a Service research report is a useful planning resource that provides real-world perspective on CXone performance in key use cases for contact centers. CXone received among the four highest scores in all use cases.

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 ranks NICE CXone top in both current offering and strategy categories. We earned the highest possible score in this report in 29 of 33 criteria. Those criteria go in-depth on all aspects of CXone from

The Contact Center in the Cloud Value Index, 2021 Vendor and Product Assessment from Ventana Research - Ranking first overall, NICE CXone is categorized as an “exemplary vendor” and is the overall Value Index Leader within all seven evaluated categories of Customer and Product Experience.

Omdia Decision Matrix, Selecting a Multichannel Cloud Contact Center Solution, 2020-21 confirms that NICE CXone is the market leader, receiving the highest overall score based on technology, execution and market impact.

Building Relationships that Last

When it comes to consumers, the experience always comes first. Because every single interaction goes a long way toward building lasting relationships and deepening the loyalty between your customers and your brand. We work hand-in-hand with our customers to turn every interaction into an extraordinary and trustworthy experience. Our entire team goes to work every day to perfect innovative contact center technologies. We combine our innovative cloud platform, CXone, with our customer-focused expert services, and extensive partnerships to help you transform every experience and customer relationship for lasting results. Together, we build customer relationships that last.

About NICE

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.