NICE Enters the UCaaS Market with 1CX

By Blair Pleasant

17 Jun 2024

At NICE’s Interactions customer event held in Las Vegas, NICE announced 1CX, a fully featured communication suite, providing unlimited telco usage at a “market-shattering” price of only $5/user/month. With 1CX, NICE now offers a complete integrated UCaaS and CCaaS offering. As someone who’s been talking about the integration of UCaaS and CCaaS for many years, I was of course thrilled to see NICE add UCaaS capabilities.

As customers increasingly look for all-in-one platforms and single-vendor solutions for UCaaS and CCaaS, almost all UCaaS vendors have added CCaaS capabilities to their offerings. More recently, CCaaS vendors have begun adding UCaaS capabilities, or have strengthened partnerships and deeper integrations with UCaaS vendors. Many customer RFPs now request a single-vendor solution for UCaas and CCaaS. It was only a matter of time before NICE added its own UCaaS capabilities.

1CX includes calling, messaging, video conferencing. mobile and web apps, and more. NICE notes that existing phone numbers can be ported or new ones created.

With the 1CX offering, NICE is looking at going beyond contact center agents to others in the organization, such as product experts who can be pulled into the conversation to assist customers. This is what I refer to as CXE – CX for Everyone.

NICE made it clear that they are not becoming a UCaaS vendor, and 1CX is only available for NICE CXone customers (and initially available in the U.S. only, but of course additional geographies will be added). According to NICE, the company noticed demand at the lower end of the market for integrated UCaaS and CCaaS, and wanted to ensure that it provides both UC and CC functionality together in an attractive solution. However, NICE quickly found that interest in 1CX extended to large customers as well, and the offering will be targeted at organizations of all sizes.

While NICE has long had a strong partnership with RingCentral and was RingCentral’s primary CCaaS offering, RingCentral has been moving more and more into the CCaaS space, especially with its RingCX offering. NICE remains RingCentral’s go-to partner for fully-featured, more complex contact center requirements, but the writing has been on the wall for a while that RingCentral and NICE will end up competing in some situations. So it only made sense that NICE introduced its own UCaaS capabilities.

As I stated in the NICE press release, “More and more businesses are looking for a fully-integrated CCaaS and UCaaS offering to streamline and enhance the customer experience. By delivering a comprehensive UCaaS solution with NICE’s award-winning CCaaS offering, 1CX bridges a critical gap in communications experienced by CX organizations. 1CX’s unified communications capabilities enable organization-wide collaboration with a full set of rich features, making it a robust solution for CX organizations to consider going forward.”

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