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This page shows the products and features currently planned for the 25.1 release cycle, which begins on 29 January 2025 and ends when the next release begins, which is currently targeted for late April 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. You may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Breaking Change | For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions. |
| Impacted Versions | For API features only. The versions of the API that were changed. |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
The Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable an omnichannel experience.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Click-to-Call is in controlled release. In this release, it will become generally available.
Click-to-Call will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate:
You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.
Customers who have been using Click-to-Call in controlled release will notice new features. For more details, select the Voice filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Sinch is a new option for SMS that will be configurable from the Points of Contact Digital page. It will be automatically available to new customers. Existing customers need to complete a migration to use Sinch. For more information, contact your Contact Center Account Representative.
Sinch will only be available in the US.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This product will require Workforce Management Premium license.
The Enhanced Strategic Planner (ESP) application will provide:
The Enhanced Strategic Planner will include key features such as:
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be introduced in this release. This is a new hub application that will allow you to configure and manage connections to your voice biometrics provider. Voice biometrics is an authentication method that uses the contact's unique voiceprint to confirm their identity when they call.
Custom scripting will be required to integrate voice biometrics for IVRs and virtual agents. There will be four new CXone Studio actions introduced in this release that will be required to complete the necessary scripting. The new actions will be called GET VOICEBIO RESULT, GET VOICEBIO STATUS, VOICEBIO AUTHENTICATION, and VOICEBIO ENROLLMENT. For more details, select the CXone Studio filter on the top right.
Voice Biometrics Hub will need to be enabled in your business unit by your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
The Agent Messaging pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:
The URLs for these pages will also change. You will need to make sure the new URLs are on your allowlist.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Maximum Ringing Duration field in the manual outbound voice ACD skill form lets you control the length of time in seconds that the phone rings before timing out. Currently, you can only adjust this setting in the user interface. In this release, you will be able to set and change the Maximum Ringing Duration in the ACD skill bulk upload form. This will allow you to more efficiently configure the ring timeout for many skills at the same time.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
When you configure an ACD skill, you will have two new options for how routing decisions are made. The two new options in the Routing Evaluation drop-down field will be:
These options give you more control over how routing decisions are made at the skill level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The CountAgents Studio action, which calculates the total number of agents in a particular state for a specific ACD skill, will let you include routing attributes that are applied to the agents as part of the criteria. This means that you can pull the number of available agents who are assigned to both a certain skill and a certain routing attribute.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can have as many routing attributes in your system as you want, but only 100 can be active at a time. In this release, you will be able to have up to 5,000 active routing attributes. This will allow you to use routing attributes on a larger scale.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when your business unit is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.
In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable a multiple-channel experience.
This change will improve intuitiveness and ease of use when you're managing your contact settings at the team or user level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, when your business unit is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.
In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable a multiple-channel experience.
This change will improve intuitiveness and ease of use when you're managing your contact settings at the team or user level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, if you need both the contact's and the agent's audio, it requires two WebSockets. In this release, Custom Agent Assist Endpoints supports using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assist application.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the Salesforce Einstein Next Best Action workflow with the SalesForce Assist agent assist application in Contact Center. This will provide Next Best Action suggestions to your agents in Agent for Service Cloud Voice. The suggestions will update in real time so the agent always has relevant and contextually appropriate options to choose from. Next Best Action suggestions will be based on sentiment analysis.
This feature will require:
Additionally, your agents must use Agent for Service Cloud Voice. You will need to assign a new permission to the roles of agents who will use this option.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Contacts will now be routed to agents based on various agent criteria such as skills, availability, and queue priorities. This will provide a more efficient customer service experience than traditional omnichannel routing.
The setting is mandatory and enabled by default in Salesforce.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Interaction Analytics API will have a new version, V2. Changes include:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V2 | Availability | GA On deploy |
You will have the option to allow or restrict agents' ability to download or forward contact voicemails as email attachments. This will allow greater control over how voicemail notifications are shared, ensuring alignment with email forwarding procedures and security policies.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Floatbot is a conversational AI platform, which provides a no-code solution for building AI chat bots, voice bots, and real-time agent assist bots. As a strategic partner with NICE, Floatbot will provide the following solutions:
Visit the Floatbot listing on the CXexchange for more details.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Meltwater integration will comb through social media channels and produce cases for your agents that are actionable. Using NICE APIs, these cases can be displayed to agents directly in your CXone agent application. Meltwater has designed a robust search and filter function that analyzes a 15-month archive of major social media platforms. It specifically filters for issues that your agents can solve. During setup, you will be able to tailor this functionality for your needs.
Visit the Meltwater listing on the CXexchange for more information.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Novelvox makes it easy for agents to have everything they need on one screen. With the Agent Accelerator, you will be able to design a custom agent interface to help your agents work as efficiently as possible. Novelvox will let you drag and drop different elements of the agent interface, including screen pops from integrated systems. It can also let you integrate different systems to automate the display of certain information. For example, you can integrate with a healthcare management system to automatically display a patient's record to the agent. A streamlined Novelvox workspace will save your agents time and help them swiftly assist your contacts.
Novelvox offers a variety of pre-designed templates and pre-built gadgets. They also perform each installation, so you can work closely with an expert to customize the templates to your needs.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Pathfinder is a knowledge management system available as a miniapp in the Omilia platform. It will be available during the implementation of Enlighten Autopilot. You will be able to provide raw data to Pathfinder. Pathfinder will analyze the data and provide suggestions that can be used when configuring your Autopilot virtual agent. For example, it will be able to provide a list of tasks your virtual agent can help contacts with, or intents to use for those tasks. Pathfinder will be able to use data contained in PDF, TXT, CSV, and HTML files, as well as URLs that it can read the data from.
To enable this feature, you will need to contact your Contact Center Account Representative. It will require implementation work by NICE.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
Autopilot interaction data will be stored for later use, such as for analytics and reporting. The following data will be stored:
This data will be captured for voice and text interactions. Data will be sent to Autopilot from the virtual agent provider.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
You will be able to access additional data for Omilia Advanced Reporting through Tableau. You will be able to create multiple dashboards in Tableau to view your data and use filtering to customize the data you see. Access to your Autopilot virtual agent must be set up by your Contact Center Account Representative. It will require the creation of a separate account in Omilia for each user who requires access to the reporting data.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the following voice biometrics features with Autopilot (Omilia):
These additions will increase the range of voice biometrics protection available to your Autopilot (Omilia) virtual agent. Using these features requires the purchase of additional licenses.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Autopilot will be available in the Australia sovereign cloud.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Typing indicators will be available for your Autopilot virtual agent. Typing indicators indicate to one party in a chat conversation that the other party is typing. This can help a virtual agent seem more human to the contact. To enable this feature, you will need to add a new Studio action called TYPING INDICATOR to your Autopilot scripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to integrate LiveVox and Omilia using a SIP backchannel connection. This will allow you to share data, routing, and reporting between the two systems to benefit your organization. Setting up this integration will require assistance from the Professional Services teams from Omilia and LiveVox.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to set up new Autopilot integrations using Virtual Agent Hub. Your Contact Center Account Representative will need to enable this option for you.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
These features will be available later in the release cycle, beginning in February 2025.
You will be able to select a new survey type: Digital Channels. Instead of opening in a new tab or window, digital channels surveys happen directly on the digital channel, such as live chat or Facebook Messenger. Questions are sent in the form of messages and contacts answer back with messages. You will be able to configure quick replies and list pickers to make it easier for contacts to answer questions. Digital channel surveys will be conversational and natural.
This will be available for all digital channels except email.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The design of the Report Labels admin page in Feedback Management will be updated to be more modern and cohesive with Contact Center.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The design of the No Send Rules admin page in Feedback Management will be updated to be more modern and cohesive with Contact Center. This update will be available later in the release than the other Feedback Management features. It will involve an extra implementation step. Contact your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The participant filter will be redesigned to only appear as a filter option for the metrics it can be applied to. Currently, the participant filter appears as a top-level filter option for all data, whether it impacts them or not. In this release, next to relevant metrics and filters, separate options will be available to include only the agent side or only the contact side of interactions. The following filters will support participant criteria:
This update eliminates the need to apply the participant filter globally. This will provide more flexibility to decide how and where to apply participant filters for each specific filter as needed. For example, you could filter for one set of keywords said by the agent and a different set of keywords said by the contact. This update will affect filters at the workspace and widget levels as well as on the Search page.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following enhancements will make managing categories easier and more transparent:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Enhancements will be made so that context annotations available in the transcript viewer display accurately for all widgets in which they are available. The resample notification will also be updated to improve the overall user experience and provide enhanced features.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Directory Sync and Presence Sync will be available for Australia and Europe sovereign clouds.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Local Exchange Routing Guide (LERG) will be updated to comply with the North American Numbering Plan (NANP) standards. This update will improve call routing accuracy and efficiency, ensure compatibility with other compliant systems, and assist with adherence to regulatory requirements.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you run data download reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Your Contact Center Account Representative will be able to create an allowlist of email domains for the delivery of reports. Data download reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.
In this initial release, you will not be able to create the allowlist yourself.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you run custom reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Your Contact Center Account Representative will be able to create an allowlist of email domains for the delivery of reports. Data download reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.
In this initial release, you will not be able to create the allowlist yourself.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The CountAgents Studio action, which checks the total number of agents in a particular state for a specific ACD skill, will let you include routing attributes that are applied to the agents as part of the criteria. For example, you could pull the number of unavailable agents who are assigned to both a certain skill and a certain routing attribute.
You will be able to specify a single routing attribute or multiple comma-delimited routing attributes. To avoid low or no results, it will be best to not specify more than five routing attributes at a time. The default value will be NotApplicable, meaning the action will not look for any specific routing attributes when counting agents.
This update will give you greater ability to specify exactly which agents you want CountAgents to count.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new option will be available in Virtual Agent Hub that will allow you to set up Autopilot integrations. The option will need to be enabled by your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
The text-to-speech (TTS) options will be removed from the voice virtual agent configuration pages that appear when you add a new virtual agent integration. Instead of configuring TTS options in Virtual Agent Hub, you will be able to add a new Studio action to your scripts.
For more details, select the CXone Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, Click-to-Call is only available in the USA. In this release, it will become available in all regions.
It will also move out of a controlled release and become generally available. For more details, select the New Applications filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
This feature will require a Premium License.
Managers will be able to leverage long-term forecasts from WFM to create long-term plans with Enhanced Strategic Planner (ESP).
This feature will be available later in the release.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will be able to create future activities for days without generated schedules. These activities will remain intact, unaffected by the automatic schedule generator.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will enable users to easily assign or reassign weekly rules to contact center agents directly from the Agent Configuration page.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This feature will help customers easily reference the forecast used in schedule generation.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature will automatically re-simulate schedules every midnight to assess the impact of changes on service metrics. This proactive approach will help managers keep service levels high without needing to do it manually, making scheduling more efficient and increasing visibility throughout changes.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will improve backlog visualization by displaying the current total value of backlog items. This will provide clearer and more accurate information for past and future dates.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Managers will be able to define different conditions for different date ranges. This will allow them to cover different scenarios such as time-off periods spanning more or less than 12 months for different SUs.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This feature will require the Advanced License.
This Self-Service feature, which is currently available in the day schedule view, will be available in the weekly schedule view. Agents will be able to see at-a-glance time-off opportunities for the week and make decisions to sign up for intervals that meet their personal needs.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |