Vendor Service Incident — NiCE CXone Platform

Update timeline

1. investigating Sep 03, 2026, 10:20 PM UTC

   Vendor Service Incident — NiCE CXone Mpower Platform Status: Monitoring — vendor investigating Severity: Degradation on NiCE CXone platform (possible call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone has detected a service disruption on its CXone Mpower Platform that may affect call routing for contact center traffic on that platform. NiCE has classified the incident as Detected and is actively investigating. This is isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remain fully operational and are not impacted. BluIP is monitoring the NiCE status feed and will relay updates as they are published. Impact (NiCE CXone platform only) Contacts on affected CXone instances may experience delays being routed to agents. No impact to BluIP-provided services. We will update you as more information becomes available from NICE.

2. identified Sep 03, 2026, 10:59 PM UTC

   Status: Recovering — vendor validating full recovery Severity: Degradation on NiCE CXone platform (call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone identified an issue on its CXone Mpower Platform affecting interaction routing, which prevented some contacts from reaching available agents. Routing performance is improving and new interactions are increasingly processing successfully. NiCE is continuing to validate full recovery and monitor previously delayed interactions. This is isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remain fully operational and are not impacted. BluIP is monitoring the NiCE status feed and will relay updates as they are published. Impact (NiCE CXone platform only) Some contacts on affected CXone instances were unable to reach available agents due to interaction routing delays. Routing is recovering. No impact to BluIP-provided services.

3. resolved Sep 04, 2026, 02:34 PM UTC

   Vendor Service Incident — NiCE CXone Mpower Platform Status: Resolved Severity: Degradation on NiCE CXone platform (call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Resolved: [time] UTC ([time] PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone identified and resolved an issue on its CXone Mpower Platform that affected interaction routing, which had prevented some contacts from reaching available agents. Routing performance has recovered and interactions are processing successfully. This was isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remained fully operational and were not impacted throughout the event. Impact (NiCE CXone platform only) During the event, some contacts on affected CXone instances were unable to reach available agents due to interaction routing delays. Routing has since recovered. No impact to BluIP-provided services.