NICE CXone Reports 1 Million Agents Milestone

NICE’s continued investment in next-gen digital and AI innovation made achieving this goal possible, the company said.

Claudia Adrien

March 15, 2023

2 Min Read
Forecastednbsp2018 US tech spend on new projects 26 billionCAGR 5Types of new projects replacement of core systemsRelationship with CIO Heads of
Forecasted 2018 U.S. tech spend on new projects: $26 billion CAGR: 5% Types of new projects: replacement of core systems Relationship with CIO: Heads of Customer Service tend to have a strong partnership with the CIO, collaborating on everything from identifying needs to implementation and follow-up. Noteworthy: Many contact-center solutions are still on-premises.Thinkstock

NICE has reached a milestone this month. The company says its CX native cloud platform CXone has more than 1 million agents and supervisors using it. CXone provides organizations with customer experience interactions capabilities.

NICE’s continued investment in next-gen digital and AI innovation made achieving this goal possible, the company said. NICE’s open, scalable cloud-native CXone platform features advanced suite of applications underpinned by native AI capabilities. These offer high standards of security and availability making the company a top choice for large enterprises, officials said.


NICE’s Barak Eilam

Barak Eilam is CEO at NICE.

“Our profitable growth momentum allows us to continuously invest and drive innovation for our customers,” Eilam said. “Today, organizations are more than ever looking to partner with an experienced, viable vendor that can take them to the next generation of CX and we are proud to be able to do that with CXone.”

Decades of Experience

Users are rapidly adopting CXone, according to Einat Weiss, CMO at NICE.


NICE’s Einat Weiss

“Ever-evolving consumer expectations and the digital era have presented new, unique challenges and opportunities for businesses. More organizations are adopting CXone to deliver on these new demands,” Weiss said. “Businesses recognize NICE’s decades of experience in deploying large-scale customers and look to NICE for a suiteform that is simplifying their tech stack while delivering innovation.”

NICE makes its mark in CCaaS, conversational AI, innovation, WEM, digital and customer experience. NICE recently integrated with OpenAI’s generative AI model, the technology underpinning ChatGPT. Agents get answers and intelligence they need quickly, leading to faster resolution and improved customer experience, the company said.

All of these advances help partners, Weiss said.

“We value our partners in helping get across this finish line. One of the biggest opportunities that NICE presents to partners is through NICE’s suiteform approach through CXone: having an open, cloud native platform with the most advanced suite of solutions,” Weiss added. “This provides the channel ‘a land and expand’ capability.”

She said after the initial sign-on to CXone, there are upsell opportunities available to help lead transformations for customers. Hitting the million-agent milestone only grows these opportunities for partners, Weiss said.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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