NICE Claims CXone as the “First EU Sovereign” CCaaS Platform

The cloud platform ensures users can satisfy regulatory and compliance requirements

Contact CentreLatest News

Published: June 27, 2023

James Stephen

NICE has announced that its CXone solution is the CCaaS industry’s first EU sovereign platform.

In doing so, the vendor claims the offering will enable enterprises from all verticals in the EU to satisfy regulatory and compliance requirements.

To accomplish this, NICE partnered with data centers and cloud providers that meet EU market needs, regulatory and compliance requirements, and the BSI C5 criteria catalog.

Sharing the news, Barry Cooper, President of the CX Division at NICE, said:

We are pleased to announce CXone as an EU Sovereign cloud platform allowing organizations to further accelerate their cloud adoption and take another big step in their journey to deliver next-gen digital CX while maintaining compliance amid the most stringent of regulations.

NICE also revealed it has invested heavily in Network Operations Centres (NOCs), support, and development resources in the EU market.

As a result, all data passing through the CXone platform will stay within the EU.

Customers will also have controls and oversight of their data that has not previously been available in the market.

NICE describes CXone as the “world’s number one cloud-native customer experience platform.”

Meanwhile, the latest G2 Enterprise Grid, Gartner Magic Quadrant, and Forrester Wave each consider NICE a CCaaS market leader.

Making Headlines in 2023: CXone

NICE has been making advancements in artificial intelligence by bringing together its Enlighten AI technology with generative AI to improve contact center experiences.

One of its latest solutions, Enlighten Actions, has been built using the underlying technology behind ChatGPT and a dataset of billions of CX transactions.

NICE has integrated Enlighten Actions across its portfolio, including CXone Expert, Bot Builder, and SmartAssist.

At the time, NICE said: “Through this state-of-the-art interface, Enlighten Actions generates actionable outputs that are clear, easy to understand, and brand specific.

It fundamentally changes and improves how we interact with unstructured data and makes it more accessible and efficient for businesses to operationalize.

The CCaaS stalwart formed a partnership with Open AI earlier in the year to integrate the generative modeling infrastructure into its CXone Expert solution.

In April 2023, NICE achieved the milestone of one million agents and supervisors on CXone.

The announcement came just one week after Gartner named CXone one of three customers’ choice CCaaS platforms in its Peer Insights study.

Also in April, the CXone platform became available natively on Microsoft Azure, alongside Oracle and Avaya.

At the same time, NICE announced it had received Top Tier status for Azure IP Co-sell, which is Microsoft’s highest-level partner designation.

Consequently, NICE gained access to a vast market of Microsoft-managed customers via co-selling partnerships with Microsoft sales teams.



Artificial IntelligenceCustomer Engagement PlatformSecurity and Compliance

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