{"id":"FR1704655535","name":"NiCE CXone","provider":"NICE CXone","providerSlug":"nice-cxone","status":"FedRAMP Authorized","impact":"Moderate","authType":"Agency","authDate":"2018-04-09","serviceModel":["SaaS"],"deployment":"Public Cloud","businessFunctions":["Analytics","Communication","Contact Center","Customer Relations Management (CRM)","Customer Service"],"assessor":"A-LIGN Compliance and Security, Inc. dba A-LIGN","assessorId":"138665","smallBusiness":false,"website":"http://www.nice.com","description":"NiCE CXone is a FedRAMP Moderate cloud contact center platform that empowers U.S. federal, state, local, and tribal governments, research institutions, and contractors to deliver modern, secure, and citizen-centric service experiences. By unifying omnichannel engagement, AI, analytics, and workforce optimization, it helps agencies improve responsiveness, efficiency, and trust.\n\n \nKey Capabilities:\n\nUnified Citizen Engagement Platform\nStreamline operations with a single platform that combines advanced routing, centralized administration, and compliant recording. Visual scripting tools reduce IT dependency, enabling faster deployment of IVR and routing flows.\n\nAI-Enhanced Service Delivery\nBoost efficiency and satisfaction with intelligent virtual agents for 24/7 self-service, automated call summaries to reduce after-call work, and real-time agent guidance that improves accuracy and compliance. Automatic Speech Recognition (ASR), text-to-speech and voice biometrics ensure secure, human-like interactions.\n\nSeamless Omnichannel Journeys\nDeliver consistent, context-aware support across voice, email, chat, SMS, and social channels—ensuring citizens don’t have to repeat themselves and agents can act on the full picture.\n\nFrictionless Self-Service\nEmpower constituents to resolve routine needs quickly through multilingual, speech-enabled IVR and automated assistants—while ensuring smooth handoffs to live agents when needed, preserving full context.\n\nProactive Digital Guidance\nReduce website abandonment and improve task completion rates by guiding citizens to the right channels at the right time with rule-based prompts and smart entry points.\n\nOptimized Workforce Performance\nImprove service levels and compliance with AI-driven forecasting, scheduling, and quality management. Personalized dashboards help agents and supervisors stay aligned and accountable.\n\nCompliant, Personalized Outreach\nIncrease engagement and reduce missed appointments with proactive, compliant outbound dialing and digital notifications for reminders, updates, and alerts.\n\nActionable Insights & Compliance at Scale\nLeverage real-time dashboards and speech/text analytics to uncover trends and root causes. Enrich data pipelines for BI/ML initiatives and automate compliance workflows to manage risk effectively.\n\nFlexible Ecosystem Integration\nAccelerate time to value with prebuilt integrations for Microsoft Teams, Salesforce (including Service Cloud Voice), and other leading CRMs. Securely connect to agency databases for smarter, more personalized interactions.\n\nNiCE is globally recognized for its industry compliance and security with robust encryption, advanced threat detection, and continuous monitoring to protect its customers’ sensitive data around the clock.\n\nRecognized as a market leader and trusted by organizations throughout 150+ countries worldwide, NiCE solutions are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, and delivering proven, measurable outcomes.","logo":"https://www.fedramp.gov/assets/img/logos/CSP_logos/Nice%20Logo5.png","inMarketplace":true,"agencies":["22-011","22-016-03","22-005","22-005-04","22-005-08","22-042","22-027-01","22-067","22-070","22-003","22-084","22-062"],"reuseCount":13,"leverages":["AGENCYAMAZONEW"],"leveragedBy":["FR2017257053"],"timeline":[{"date":"2016-11-17","to":"Agency Authorization In Process","certType":"Rev5"},{"date":"2017-08-22","to":"FedRAMP In Process","certType":"Rev5"},{"date":"2018-04-09","to":"FedRAMP Certified","certType":"Rev5"}],"cr26":{"type":"Rev5","ocrOverdue":false,"valid":true,"findings":[{"level":"warning","message":"no UEI number; include it if you have one","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no business category listed","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no trust center link; CR26 requires one with access instructions","rule":"CDS-CSO-UTC"},{"level":"warning","message":"no link to secure configuration guidance","rule":"SCG-CSO-RSC"},{"level":"warning","message":"no next Ongoing Certification Report date","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no service list; CR26 requires the services in scope","rule":"CDS-CSO-SVC"},{"level":"warning","message":"no documentation overview (repositories) listed","rule":"CDS-CSO-PUB"}],"assessor":"A-LIGN Compliance and Security, Inc. dba A-LIGN"},"sponsor":"22-016-03","trustCenterCheck":null}