Is NiCE CXone Mpower HIPAA compliant?
Only on the right plan. NiCE signs a Business Associate Agreement with its customers on CXone tenants (enterprise contract). Other plans aren't covered, so keep patient data out of them. NiCE doesn't say whether the BAA covers its AI features.
Does NiCE CXone Mpower sign a BAA?
Only on some plans or setups
NiCE says it signs a BAA with CXone tenants on request, scoped to the services it provides. Its HIPAA pages don't list which CXone Mpower AI features (Autopilot, Copilot, Enlighten) the BAA covers.
Not confirmed for the AI features: NiCE doesn’t say whether its BAA covers CXone Mpower AI (Autopilot, Copilot, Enlighten, virtual agents). Get that in writing before using it with patient data.
- Business associate
- NiCE
- Tool
- NiCE CXone Mpower
- Plans with a BAA
- CXone tenants (enterprise contract)
- Checked
By plan
| Plan | BAA | How to get it | Conditions |
|---|---|---|---|
| CXone tenants (enterprise contract) | Signs a BAA | Through sales | NiCE's CXone help center says company policy is to sign a BAA with tenants. Tenants classify themselves as a covered entity or business associate. The trust center adds that the BAA is signed on request and scoped to the services NiCE provides the customer.[1],[2] |
Are the AI features covered?
Vendors often sign a BAA for the core product but leave some AI features out. Here is what NiCE says about each one.
| AI feature | Under the BAA | Details |
|---|---|---|
| CXone Mpower AI (Autopilot, Copilot, Enlighten, virtual agents) | Not stated | Neither the HIPAA help page nor the trust center names any AI feature as in or out of the BAA. Since the BAA follows the services NiCE provides, confirm that your Mpower SKUs are listed.[1],[2] |
AI voice agents that offer a BAA
- Bland AIBAA on: Healthcare / Enterprise deploymentsSome plans only
- Genesys Cloud AIBAA on: Genesys Cloud (HIPAA-enabled organization, US regions)Some plans only
- Nextiva AIBAA on: Nextiva HIPAA service configurationSome plans only
- SynthflowBAA on: Enterprise (sales-led annual agreement)Some plans only
- Twilio (Voice, ConversationRelay, Flex)BAA on: Security Edition or Enterprise EditionSome plans only
- VapiBAA on: Usage-only or any Success Package, with the HIPAA add-onSome plans only
All BAA-ready alternatives to NiCE CXone Mpower
Sources
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.