Automation and AI

AI-empowered applications for automation, data analysis, agent assistance, and bots

AI Agents (Cognigy)

Powerful and flexible virtual agents

Virtual Agents

NiCE CXone-native and third-party virtual agents

Autopilot (Omilia)

Full-service, data-driven virtual agent for voice and digital interactions

Copilot for Agents

AI-powered agent assist application

Agent Assist Applications

NiCE CXone-native and third-party agent assistants

GenAI Prompts

Customize and manage generative AI prompts for NiCE CXone products

Copilot for Supervisors

AI-driven tool that provides insights and context into critical real-time issues

Actions

AI tool to help CX leaders make decisions and reach goals

Bot Builder

Create your own virtual agents

Voice Biometric Authentication

Authenticate contacts using their voiceprint

Workforce Management (IEX Integrated)

Learn about how your Workforce Management (IEX Integrated) system works with NiCE CXone

The Power of Integration

Learn how you can expand NiCE CXone with AI-powered integrations

Engagement Hub

Connect third party communication and information systems like PABXs, ACDs, CRMs, digital channels, and dialers to the platform

Knowledge Management (Expert)

Learn about this knowledge management tool and how it integrates with NiCE CXone

Feedback Management

Learn about our industry-leading customer experience tool

AI Agents for Proactive Engagement

Orchestrate customer journeys with AI agents to proactively communicate with customers

Migrated Calls

Migrate historical call data into NiCE CXone

Recording AppLink

Import Recording Management (Engage) recordings into NiCE CXone

WFM Integrations

Use a third-party WFM system with NiCE CXone ACD

Manage Quality Processes

Monitor evaluations and create QM forms, plans, and coaching for agents

Create and Manage Dashboards

Create and manage dashboards to monitor contact center KPIs

Play Back Interactions

Search for interactions and play them back

Performance Management

Performance management tool that integrates with NiCE CXone

Workforce and Engagement Management

Manage EM parameters, WFM schedules (including shift trades and forecasting), and long-term Enhanced Strategic Planner staff planning

Monitor Agents in Supervisor

Monitor and interact with agents and view their performance in real time

Analyze Interactions

Analyze interactions with Performance Analytics for Salesforce Einstein (PASE), Self-Service Analytics, and Interaction Analytics (CXone)

Desktop Discovery

Gain visibility into agents' activity to optimize performance and enhance productivity

NiCE CXone Agent Workspace (Agent) Suite

Interact with contacts with the new native NiCE CXone agent apps

Salesforce Agent Applications

Use agent apps inside Salesforce

Unified Agent Workspace for ServiceNow

Use an agent app inside ServiceNow

My Zone

Access your evaluations, view your schedule, request time off, and more

NiCE CXone WFM Mobile

View your schedules, request time off, and trade shifts with other agents

MAX

Handle contacts with the native NiCE CXone agent app

Data Dictionary

Find details about every data attribute and metric available in ACD reporting

Prebuilt Reports

Generate prebuilt reports to review information related to your organization's processes

Custom Reporting

Create individualized reports using a large list of attributes and metrics

Data Download Reports

Generate prebuilt reports into comma-delimited or XML format using your raw data

Direct Data Access

Download raw data directly into Microsoft Excel and create customized reports for your contact center

ACDDashboards

View both real-time and historical information in a single graphical interface

Developer Portal

Learn how to integrate with NiCE CXone using RESTful APIs and SDKs

Partner Applications

Resources for NiCE CXone partners

Automation and AI

AI-empowered applications for automation, data analysis, agent assistance, and bots

Desktop Studio

The desktop version of the visual scripting application

Studio

Visual scripting application for customizing contact routing in the platform

ACD

Orchestrate contact center routing, including voice, dialer, and digital interactions

Admin

Manage employees and permissions

Administer Agent Applications

Customize and manage the agent experience

Digital Experience (DX)

Create and manage your digital messaging channels and settings

Attendant

Set up out-of-office messages, voicemail, and call forwarding rules

Recording Management (CXone)

Configure and manage omnichannel recordings, including screen recording, playback, and APIs for accessing and handling recording data

Engagement Hub

Extend the power of NiCE CXone with telephony capabilities, CRM system integrations, and other tools

Analytics Services

Define how interaction data is analyzed and how sensitive details are redacted for privacy and compliance

Cloud Storage Services

Manage the life cycle rules for your stored files

Implementation Information

Learn about platform requirements, supported languages, and other implementation-related topics

Connectivity and Ports

Use this wizard to discover the ports, IP addresses, and FQDNs needed for new implementations

Authentication and Authorization

Manage platform authentication and authorization, including the login process