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This page shows the products and features currently planned for the 25.3 release cycle, which begins on 4 August 2025 and ends in late January 2026. 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. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
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 the CXone apps you use.
For systems that have opted in to Accelerated Business Continuity (ABC) and Multi-Region Disaster Recovery (MRDR), the login flow will be updated. Currently, a separate URL is required for users to log in to the MRDR tenant. In this release, the login process will be automated. When you enable ABC in Contact Center, users will automatically be redirected to the MRDR system without disruption. Users who have multiple accounts in the system will be prompted to choose the account they want to log in to. This will ensure a seamless user experience and provide uninterrupted access during outages, planned maintenance, or regional failures.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, access and refresh tokens are stored without encryption. This poses security risks. In this release, tokens will be encrypted to provide better security. Token information cannot be stolen by threat actors after it has been encrypted.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
If a major problem is detected, your Contact Center system will enter safe mode. Safe mode will have limited routing functionality, but it will keep interactions routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode will be automated. These routing settings will be honored when safe mode is activated:
At this time, routing attributes and bullseye ranges will not be honored in safe mode.
The safe mode functionality will be enabled by default for all systems with dynamic delivery in North America only. If you want to opt out of safe mode, you will need to contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Currently, a change log, or audit history, isn't available for dispositions. In this release, dispositions will show an audit history. Additionally, the ACD skill audit history will show details about when a disposition was added to, or removed from, the ACD skill.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Advanced routing features will become available in Japan, and UAE.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
If the audio stream for a custom agent assist integration stops, a new WebSocket payload will appear with the CTI event (that is, the reason for the disconnection). CTI events include:
This will provide faster real-time insights into audio interruptions. To enable this, you'll need to turn on a new CTI Event setting in the Custom Agent Assist Endpoint app.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Currently, if you need both the contact and the agent audio, it requires two WebSocket connections. In this release, Custom Agent Assist Endpoints will support 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.
To enable this, you'll need to select Multiplex in the Participants setting in the Custom Agent Assist Endpoint app.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Partners will be able to programmatically get and submit their product usage data with a new pair of API calls. Contact your Contact Center Account Representative with questions.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Three APIs for scheduling callbacks will be updated to version 32. The new version will introduce calendarEventId to the request and response. This enables Microsoft Outlook calendar integrations from the agent application. It will allow agents to receive notifications for new, upcoming, and modified commitments from the Outlook email client. Also, if agents have Outlook installed on their mobile devices, they will receive notifications even if they aren’t logged in.
The following APIs will be updated to version 32:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V32 | Availability | GA On deploy |
Omni Agent Light is an agent client designed to enhance digital engagement within Salesforce. Built for both enterprise and mid-market sizes, Omni Agent Light delivers a unified, AI-enhanced interface that simplifies agent workflows, improves first contact resolution (FCR), and elevates the overall customer experience. By embedding directly into Salesforce cases, this solution eliminates the need for screen switching and brings all digital interactions into a single, intuitive workspace.
Key features of Omni Agent Light:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
BluIP is a secure, comprehensive unified communications suite (UCaaS). Together with Contact Center, it offers a scalable solution for modern enterprises. BluIP complements Contact Center by extending its capabilities beyond the contact center. This includes replacing legacy PBX systems, enabling Microsoft Teams as a full-featured phone system, and supporting BPOs with lightweight agent tools. BluIP focuses on the following key communications use cases:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Floatbot is a GenAI platform for building intelligent, voice-enabled virtual agents and copilots. The Floatbot platform will receive the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
SpinSci AI Encounters leverages Contact Center data and EHR integration to provide full contextual awareness of patient interactions across calls and chats. This enables deeper insights into the patient journey.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
EHR WFM Connect bridges IEX WFM with EHR queue structures, enabling intelligent forecasting for both call and non-call tasks.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
HelpDesk Patient Engage expands SpinSci self-service capabilities by automating common patient support tasks, such as password resets for patient portals like MyChart.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Operator Console modernizes inpatient communication workflows by integrating emergent dispatch capabilities directly into the Contact Center platform. It replaces siloed legacy systems with a unified, intelligent operator interface.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
SecurePay is a joint solution by SpinSci and NICE that enables secure, real-time patient payment processing directly within EHR environments, like Epic, Cerner, or Athena. It integrates a hosted IVR payment terminal that collects payment information off-network, ensuring compliance and security.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Sycurio will release a new tool called Sycurio.Digital that works with Contact Center. It helps agents take secure payments from customers during digital conversations.
Key Features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
These features will be available later in the release cycle, tentatively in late July 2025.
Currently, when you email a survey invitation, the email displays a NICE Satmetrix logo. In this release, the system setting that controls removal of that logo from surveys will also remove it from emailed invitations.
This feature will allow you greater control over the branding and design of your survey invitation emails.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to test your Digital surveys as you author them using fallback text that supports tokens. This includes support for complex survey paths. You will be able to do this testing right in the survey builder.
This real-time capability will improve your data quality, allowing you to test the logic and token usage prior to deployment. You will also enjoy a better, more streamlined authoring experience. You will find it easier to customize the survey experience using personalized tokens and response-dependent survey paths. This will result in a more tailored and engaging survey for your respondents.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Existing Customer Action Required
As part of ongoing development to maintain FedRAMP compliance standards for all customers, a CloudFront (CDN) implementation will replace the existing SFTP web server. While this change should improve performance and reduce load times, it will require you to change the URL you use for SFTP access.
What you need to change
When to make this change
You can do this anytime prior to the dates shown to ensure a smooth transition and uninterrupted service. Your current URL will no longer work after your upgrade. If you have questions, contact your Account Representative.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
If you have the Admin permission, you will be able to delete a private or public saved search regardless of who originally created it. This will be helpful for removing saved searches created by deactivated users.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In the transcript viewer, the audio player will display an updated UI. You will be able to open the player in a new window.
For more details, select the Recording filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to rearrange the tabs on your dashboard to better suit your workflow. This enhancement will allow you to prioritize the information that matters most to you by organizing tabs in your preferred order. The feature will be available to all users, regardless of role, and your custom tab arrangement will be saved automatically even after you log out and log back in.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will soon have access to a new Current Agent State slide in the Wallboard slide selector. This slide will automatically adjust to fit a variety of screen sizes, making it easier to view across different devices. The supported screen resolutions will include:
This update will help ensure a consistent and optimized display experience, no matter what screen you're using.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will see a clearer distinction between missing data and actual zero values. When there is no data available, the system will show "No Data" instead of "0". If the value is truly zero, it will still appear as "0". This update will help you better understand your metrics and avoid confusion.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
See the Salesforce Agent release history for a list of previous versions.
Salesforce Agent will be available for FedRAMP. Add-ons may not be compliant, so you will need to evaluate them and consult NICE.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Desktop Studio will no longer be supported in FedRAMP systems or sovereign cloud configurations. The application will continue to function; however, no new updates will be delivered.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to transfer a contact from one Dialogflow CX virtual agent to another. This will allow you to escalate a contact to a different virtual agent. For example, you could have one virtual agent handle conversation triage, then pass contacts on to a different virtual agent that's configured to handle more complex conversations, based on the contact's needs. This gives you more flexibility in the design and use of your virtual agents with the Contact Center platform.
Setting up this option will require modifications to your custom Studio scripts.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Currently, you cannot select the conversation profile in the Virtual Agent Hub profile configuration for Dialogflow CX virtual agents. This means that a new conversation profile is created each time you add a Dialogflow virtual agent profile. In this release, you will be able to select the conversation profile you want to use.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The new save filter feature will allow the Manage Requests page to remember your last selected filters. This page is used for reviewing and approving schedule requests submitted by agents.
Currently, filters must be reapplied each time you return to the page. In this release, your previous filter selections will be saved and automatically applied. This will help you access relevant requests faster and improve the efficiency of the review and approval process.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will introduce the ability to edit time off carryover values.
Currently, the carryover process is not reversible, and values cannot be edited once processed. In this release, you will be able to make corrections when needed, ensuring more accurate and reliable time off summaries for both agents and supervisors.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Schedule preferences will now be considered when creating schedules, rather than afterward.
This change will enhance the chances of agents receiving their preferred shifts. At the same time, the system will continue to prioritize coverage needs. Preferences will not be granted if they risk service levels. This change will help improve agent satisfaction while keeping operational performance on track.
Currently, preferences are added after schedules are made. In this release, they will be part of the schedule creation process. This will make the system faster and more in tune with agent needs.
Coverage will still come first. Preferences will only be granted if service levels stay on track.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Schedule exports will be made easier to read and understand. CSV files will display a clear, line-by-line breakdown of daily activities. Each entry will be labeled as an activity, shift, or another type, giving you a more organized view of the schedule.
The data will also be sorted by timeline, making it easier to follow and use. These improvements will make exported files more useful for reporting, analysis, and workforce planning.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
WFM will support integration with Avaya CMS ACD.
This integration will enable a centralized data stream through the Engagement Hub API and support:
These capabilities will help streamline forecasting, scheduling, and adherence across mixed ACD environments—all within a single WFM console.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |