FAQs

CXone Agent Integrated is the next-generation agent application native to CXone. It replaces legacy agent applications such as MAX. CXone Agent Integrated supports all the core capabilities of the legacy agent applications but is also equipped with additional functionality for modern contact centers.

The application's full name is CXone Agent Integrated. It may be abbreviated as CXAI or referred to as Agent. The name CX Agent is incorrect.

When compared to MAX and other legacy agent applications, CXone Agent Integrated offers an improved experience through:

• A fresh, modern design with enhanced usability and suite integrations.

• A single display for voice and digital interactions.

• A Core Component Framework that allows all CXone Agent Suite applications to share the same code base. This means your organization can use more than one CXone Agent Suite application and experience the same design, features, and functionality in each app.

• Workflows that provide pre-built connections to CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. and other external systems. With these workflows, you can search, surface, and interact with data and processes from these systems.

• A single customer card that offers agents a full view of the customer journey and other helpful content.

• A responsive design that allows agents to resize the application to fit their preference.

• Support for mobile devices.

• An embedded Workforce Engagement (WEM) agent space.

• Embedded AI applications, including Enlighten Copilot for Agents and Enlighten AutoSummary.

The CXone Agent Suite offers multiple agent applications to meet your needs. These include:

• CXone Agent (CXA): The standalone, browser-based agent application.

  • CXone Agent Progressive Web App (CXA-PWA): CXone Agent packaged as a progressive web app (PWA). It offers some of the benefits of a native OS app, such as running in the background and launching from a shortcut.

• CXone Agent Embedded (CXAE): CXone Agent embedded inside a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories..

  • CXone Agent for Kustomer (CXA-KUST): CXone Agent Embedded installed in Kustomer.

  • CXone Agent for Oracle (CXA-OSC): CXone Agent Embedded installed in Oracle.

  • CXone Agent for Microsoft Dynamics (CXA-MSD): CXone Agent Embedded installed in Microsoft Dynamics.

  • CXone Agent for Salesforce (CXA-SF): CXone Agent Embedded installed in Salesforce.

  • CXone Agent for ServiceNow (CXA-SNOW): CXone Agent Embedded installed in ServiceNow.

  • CXone Agent for Zendesk (CXA-ZD): CXone Agent Embedded installed in Zendesk.

• CXone Agent for Microsoft Teams (CXA-Teams): CXone Agent embedded inside Microsoft Teams.

• CXone Agent Integrated (CXAI): The browser extension version of CXone Agent.

In order to use CXone Agent Integrated, you need:

• A User Hub system. The CXone Agent Suite does not work with Central.

• Dynamic Delivery enabled for your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and business unit.

• Digital Experience set up for your organization if you use Digital Channels such as chat, email, and SMS.
• Unified Routing enabled for your business unit.
• ACD Users View, Skills View, and API Access enabled for your agents.

CXone Agent Integrated supports these channels:

• ACD voice

• ACD voicemail

• ACD work items

• All Digital Experience channels

It does not support ACD email, ACD chat, or ACD SMS.

With the Fall 2023 release, CXone Agent Integrated reached the same level of functionality as MAX for the supported ACD channels: voice, voicemail, and work items. In the 24.2 release, it reached nearly the same level of Digital Experience functionality. Additional MAX features will be added to CXone Agent Integrated in future releases, like the agent logging out when the browser window closes. Please note that these updates may take time.

Yes. All CXone Agent Suite agent applications are available for FedRAMP Moderate.

With your CRM integrated with CXone Agent Integrated, you can use the agent application to search, retrieve, create, and edit CRM records.

CXone Agent Integrated currently supports these CRMs:

• HubSpot

• Kustomer

• Microsoft Dynamics

• Oracle

• Salesforce

• ServiceNow

• Zendesk

There are two ways to integrate your CRM with CXone Agent Integrated:

• Scripting using CRM APIs: This is the older method that requires custom scripting by NICE Expert Services. If you currently have a legacy agent application integrated with a CRM through this method, that integration works for CXone Agent Integrated as well. CRM screen pops work the same as they do in MAX. No additional configuration should be needed, but make sure to test the CRM integration with CXone Agent Integrated.

• CXone Agent Workflows: This is the newer method that involves less scripting. It also allows for more results from the CRM; it is not limited to 32,000 characters like the older method. CRM record results appear in the customer card in CXone Agent Integrated, along with a screen pop in the CRM.