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NICE Reaches 1 Million Users Worldwide of Its CXone Cloud Platform

By Tracey E. Schelmetic March 20, 2023

Customer experience company NICE announced that it reached an important milestone for its CX native cloud platform, CXone. The platform now has more than 1 million agents and supervisors using the full breadth of its functionality worldwide. CXone was launched to provide organizations with full CXi (customer experience interactions) capabilities, creating more seamless customer journeys across both self-service and agent-assisted service.

“We are proud to report this significant milestone crossing one million agents using CXone, while continuing to deliver strong results, maintaining our market-leading position,” said Barak Eilam, CEO of NICE. “Our profitable growth momentum allows us to continuously invest and drive innovation for our customers. 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.”

In its February financial report for the full year, the Israel-based company also announced cloud revenue of $1.3 billion and total revenue of $2.2 billion, a record number of new customer acquisitions and partner onboardings and continued global expansion growing to 19 regions, serving over 150 countries.

Just over a year ago, NICE announced the integration of its CXone Expert with OpenAI's generative modeling used in ChatGPT. The integration with OpenAI's generative modeling ensured that the platform’s answers to consumer self-service inquiries are immediate and highly accurate as well as semantically constructed in a human-friendly manner, optimized for consumer understanding.

The company also noted the recognition that its CXone solution has attracted. NICE continues to secure market-leading positions across all market reports in CCaaS, conversational AI, innovation, WEM, digital and customer experience. NICE is the only vendor named a leader by Gartner for both workforce engagement management and Contact Center as a Service.

Edited by Greg Tavarez
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