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Latest updates to the NICE CXone (formerly NICE inContact) Latest Updates page

  1. Check
    6 days ago
    Change Detected
    Summary
    26.1 Release Notes introduce a wide range of new CXone features across Workforce Engagement, Omnichannel Routing (ACD), Agent Workspace, Knowledge Hub, and DX, including Internal Chat, AI Studio, AI Noise Cancellation, Cognigy AI Agents, Presence Connect, Quick Responses, and expanded After-Call Work at the agent level. It also details new APIs, UI changes, reporting enhancements, regional availability, and deprecations that admins should consider when upgrading.
    Difference
    3%
    Check dated 2026-03-30T18:23:19.000Z thumbnail image
  2. Check
    13 days ago
    Change Detected
    Summary
    New APIs for divisions and BCP synchronization; updates to transfer logic when a skill is closed by hours of operation; and additions to Conversations along with various admin/UI enhancements across CXone Mpower.
    Difference
    1%
    Check dated 2026-03-23T13:57:48.000Z thumbnail image
  3. Check
    21 days ago
    Change Detected
    Summary
    GenAI Prompts introduces a Prompts tab and variable support, with configuration options and access controls in CXone Mpower. A new Priority Management for Digital Skills adds the ability to set digital-skill priorities directly in ACD skills, improving how digital interactions are routed and managed across the platform.
    Difference
    0.3%
    Check dated 2026-03-16T07:00:05.000Z thumbnail image
  4. Check
    28 days ago
    Change Detected
    Summary
    Redaction Policy is now generally available, enabling automatic masking of sensitive data in CXone Mpower interactions and recordings. The notes also reference a webinar recording and slides with more detail on the release features.
    Difference
    0.2%
    Check dated 2026-03-09T01:24:46.000Z thumbnail image
  5. Check
    35 days ago
    Change Detected
    Summary
    Conversations is introduced as a new app in CXone Mpower, enabling one-to-one and group messaging with drag-and-drop file uploads up to 25 MB (up to 10 files per message). The release also includes Cumulative Update 1 and related changes, including segmentation terminology updates (Segmentation by Division replacing Tenant Segmentation).
    Difference
    0.4%
    Check dated 2026-03-01T23:18:47.000Z thumbnail image
  6. Check
    43 days ago
    Change Detected
    Summary
    26.1 adds numerous new features across CXone Mpower (Conversations, Real-Time Routing Rules, ML Model, Noise Cancellation, Presence Connect, and expanded Quick Responses) plus major UI/admin enhancements (divisions data isolation, agent-level ACW, desktop/embedded profiles, and improved accessibility). It also includes regional deployment details and additional enhancements to dashboards and analytics.
    Difference
    2%
    Check dated 2026-02-21T16:46:03.000Z thumbnail image

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