Platform Availability

ACD

The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.

ACD is available for FedRAMP Moderate.

Admin

The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:

• Manage accounts.
• Configure and their permissions.
• Set up and maintain life cycle management rules for Cloud Storage Services.

Admin is available for FedRAMP Moderate.

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Agent is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub is available for FedRAMP Moderate for Google Contact Center AI (CCAI) and some custom endpoints.

Real-Time Interaction Guidance (RTIG)

RTIG is not supported in FedRAMP.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Agent Embedded is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Agent for Microsoft Teams is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE.

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Agent Integrated is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

AppLink is available for FedRAMP Moderate.

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR and IVR are available for FedRAMP Moderate.

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Attendant is available for FedRAMP Moderate.

Cloud Storage Services

Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.

Cloud Storage Services is available for FedRAMP Moderate.

Multi-Regional Storage

Multi-regional storage is a feature of Cloud Storage Services that allows you to store files at the location where interactions occur. Multi-regional storage is not supported in FedRAMP.

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Coaching is available for FedRAMP Moderate.

Legacy Dashboard

The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.

Legacy Dashboard is available for FedRAMP Moderate.

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Data Share is available for FedRAMP Moderate.

Data Streams

The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.

The Data Streams app is available for FedRAMP Moderate.

DB Connector

DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.

DB Connector is available for FedRAMP Moderate.

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Digital Experience is available for FedRAMP Moderate.

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Feedback Management is available for FedRAMP Moderate.

Guide

CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..

Guide is available for FedRAMP Moderate.

Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.

Interaction Analytics is available for FedRAMP Moderate.

MAX

MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.

MAX is available for FedRAMP Moderate.

Partner Adapters

The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX or Agent to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone Mpower.

Adapters is available for FedRAMP Moderate.

Performance Analytics for Salesforce Einstein

Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.

Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.

Performance Analytics for Salesforce Einstein is available for FedRAMP Moderate.

Personal Connection

Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.

Personal Connection is available for FedRAMP Moderate.

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Quality Management is available for FedRAMP Moderate.

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Recording is available for FedRAMP Moderate.

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Reporting is available for FedRAMP Moderate.

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Studio is available for FedRAMP Moderate.

Studio

Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.

Studio is available for FedRAMP Moderate.

Supervisor

Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Supervisor is available for FedRAMP Moderate.

Tenant Management

Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.

Tenant Management is available for FedRAMP Moderate.

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.

Cloud TTS Hub is available for FedRAMP Moderate.

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription is not supported in FedRAMP.

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription is not supported in FedRAMP.

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Studio-native TTS is available for FedRAMP Moderate.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

WFI is available for FedRAMP Moderate.

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

WFM is available for FedRAMP Moderate.

Actions

Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.

Actions is not supported in FedRAMP.

Advanced Chat, Proactive Chat, Web Analytics and Collaboration

Advanced Chat, Proactive Chat, Web Analytics and Collaborationis a web-based application that provides enhanced chat capabilities, including co-browsing. It is only available for agents enabled for MAX.

Advanced Chat is not supported in FedRAMP.

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub is available for FedRAMP Moderate for Google Contact Center AI (CCAI) and some custom endpoints.

Real-Time Interaction Guidance (RTIG)

RTIG is not supported in FedRAMP.

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Salesforce Agent is not supported for FedRAMP.

Agent for Service Cloud Voice

Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Agent for SCV is not supported for FedRAMP.

AI Routing

AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.

AI Routing is not supported in FedRAMP.

Autopilot

Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.

Autopilot is not supported in FedRAMP.

Autopilot Knowledge

Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.

Autopilot Knowledge is not supported in FedRAMP.

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

AutoSummary is not supported in FedRAMP.

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Bot Builder is not supported in FedRAMP.

Click-to-Call

Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.

Click-to-Call is not supported in FedRAMP.

Copilot for Agents

Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.

Copilot for Agents is not supported in FedRAMP.

Copilot for Supervisors

Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.

Copilot for Supervisors is not supported in FedRAMP.

CXone Mpower Legacy Dashboard

The Legacy Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.

Legacy Dashboard is not supported in FedRAMP.

Elastic Call Queuing

Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone Mpower queue to avoid outages during your busy seasons.

Elastic Call Queuing is not supported in FedRAMP.

Engage QM Integrated

Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone Mpower cloud.

Engage QM Integrated is not supported in FedRAMP.

Expert

Expert is a web-based knowledge management application.

Expert is not supported in FedRAMP.

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is not supported in FedRAMP.

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

IEX WFM Integrated is not supported in FedRAMP. However, you can use ACD configured for FedRAMP alongside IEX WFM Integrated.

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Employee Engagement Manager(EEM) is not supported in FedRAMP.

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Enhanced Strategic Planner (Enhanced Strategic Planner) is not supported in FedRAMP.

Integration Hub

Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.

Integration Hub is not supported in FedRAMP.

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is not supported in FedRAMP.

Multi-ACD (Open)

Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.

Multi-ACD (Open) is not supported in FedRAMP.

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Noise Cancellation

Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.

Noise Cancellation is not supported in FedRAMP.

Performance Management

Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.

Performance Management is not supported in FedRAMP.

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.

Cloud TTS Hub is available for FedRAMP Moderate.

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription is not supported in FedRAMP.

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription is not supported in FedRAMP.

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Studio-native TTS is available for FedRAMP Moderate.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Monitoring Gateway

Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:

• Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.

• Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, for your customers, or both.

• Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP.

• Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.

Monitoring Gateway is not supported in FedRAMP.

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR/IVR Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

ACD

The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan South Korea	UAE UK US

Admin

The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:

• Manage accounts.
• Configure and their permissions.
• Set up and maintain life cycle management rules for Cloud Storage Services.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan South Korea UK US

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UAE UK US

Omilia Voice Biometrics (DEVone)

Omilia Voice Biometrics (DEVone) Regional Availability
Brazil Canada Europe	UK US

Real-Time Interaction Guidance (RTIG)

RTIG Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Salesforce Assist

Salesforce Assist is an offering in Agent Assist Hub.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent for Service Cloud Voice

Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR/IVR Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe UK US

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UAE UK US

Cloud Storage Services

Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.

Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Multi-Regional Storage

Multi-regional storage is a feature of Cloud Storage Services that allows you to store files at the location where interactions occur. The table below shows the regions where files are hosted, and the region each host supports.

Hosted Region	Supported Region
Canada	Canada
Frankfurt	Europe
Japan	Japan
London	UK
Oregon	US West
Sydney	Australia/New Zealand

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Copilot for Agents

Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.

Regional Availability
Australia/New Zealand Canada Europe	UK US

CXone Mpower Legacy Dashboard

The Legacy Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Streams

The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan South Korea	UK US

DB Connector

DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan South Korea UAE UK US

Regional Availability for CXone Mpower Email
Australia/New Zealand Brazil Canada Europe	Japan South Korea UAE UK US

Engage QM Integrated

Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone Mpower cloud.

Regional Availability
Australia/New Zealand Europe UK US

Expert

Expert is a web-based knowledge management application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

Guide

CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America Europe	Japan UK US

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

Regional Availability for IEX WFM Integrated
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Regional Availability for EEM Add-On
Australia/New Zealand Canada Europe	Japan UK US

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Regional Availability for Enhanced Strategic Planner Add-On
US

Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan	UK US

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

MAX

MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan	UK US

Noise Cancellation

Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan Singapore UAE UK US

Partner Adapters

The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX or Agent to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone Mpower.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Performance Analytics for Salesforce Einstein

Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.

Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan UK US

Performance Management

Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Personal Connection

Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.

Regional Availability
Australia/New Zealand Brazil Canada Europe	India Japan UAE UK US

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio

Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan UAE UK US

Supervisor

Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	India Japan UK US

Supervisor

Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

Tenant Management

Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Monitoring Gateway

Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:

• Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.

• Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, for your customers, or both.

• Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP.

• Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

These features within Voice Quality Metrics have separate regional availability:

• Continuous SIP call monitoring.

• Continuous WebRTC session monitoring.

• CXone Mpower Voice Diagnostics integration.

Continuous SIP Call Monitoring Regional Availability
Australia/New Zealand Canada	Europe US

Continuous WebRTC Session Monitoring Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Voice Diagnostics Integration Regional Availability
Australia/New Zealand Europe US

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Africa	UAE UK US

ACD

The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan South Korea	UAE UK US

Admin

The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:

• Manage accounts.
• Configure and their permissions.
• Set up and maintain life cycle management rules for Cloud Storage Services.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan South Korea UK US

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UAE UK US

Omilia Voice Biometrics (DEVone)

Omilia Voice Biometrics (DEVone) Regional Availability
Brazil Canada Europe	UK US

Real-Time Interaction Guidance (RTIG)

RTIG Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Salesforce Assist

Salesforce Assist is an offering in Agent Assist Hub.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent for Service Cloud Voice

Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe UK US

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UAE UK US

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

DB Connector

DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan South Korea UAE UK US

Regional Availability for CXone Mpower Email
Australia/New Zealand Brazil Canada Europe	Japan South Korea UAE UK US

Expert

Expert is a web-based knowledge management application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

Regional Availability for IEX WFM Integrated
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Regional Availability for EEM Add-On
Australia/New Zealand Canada Europe	Japan UK US

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Regional Availability for Enhanced Strategic Planner Add-On
US

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

MAX

MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan	UK US

Noise Cancellation

Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan Singapore UAE UK US

Personal Connection

Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.

Regional Availability
Australia/New Zealand Brazil Canada Europe	India Japan UAE UK US

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio

Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan UAE UK US

Tenant Management

Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Africa	UAE UK US

ACD

The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan South Korea	UAE UK US

Admin

The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:

• Manage accounts.
• Configure and their permissions.
• Set up and maintain life cycle management rules for Cloud Storage Services.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan South Korea UK US

Advanced Chat, Proactive Chat, Web Analytics and Collaboration

Advanced Chat, Proactive Chat, Web Analytics and Collaborationis a web-based application that provides enhanced chat capabilities, including co-browsing. It is only available for agents enabled for MAX.

Regional Availability
Canada US

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UAE UK US

Omilia Voice Biometrics (DEVone)

Omilia Voice Biometrics (DEVone) Regional Availability
Brazil Canada Europe	UK US

Real-Time Interaction Guidance (RTIG)

RTIG Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Salesforce Assist

Salesforce Assist is an offering in Agent Assist Hub.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent for Service Cloud Voice

Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR/IVR Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Autopilot

Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.

Regional Availability
Canada US

Autopilot Knowledge

Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.

Regional Availability
Canada US

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe UK US

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UAE UK US

Cloud Storage Services

Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.

Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Multi-Regional Storage

Multi-regional storage is a feature of Cloud Storage Services that allows you to store files at the location where interactions occur. The table below shows the regions where files are hosted, and the region each host supports.

Hosted Region	Supported Region
Canada	Canada
Frankfurt	Europe
Japan	Japan
London	UK
Oregon	US West
Sydney	Australia/New Zealand

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Copilot for Agents

Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.

Regional Availability
Australia/New Zealand Canada Europe	UK US

CXone Mpower Legacy Dashboard

The Legacy Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Streams

The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan South Korea	UK US

DB Connector

DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan South Korea UAE UK US

Regional Availability for CXone Mpower Email
Australia/New Zealand Brazil Canada Europe	Japan South Korea UAE UK US

Expert

Expert is a web-based knowledge management application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

Guide

CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America Europe	Japan UK US

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

Regional Availability for IEX WFM Integrated
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Regional Availability for EEM Add-On
Australia/New Zealand Canada Europe	Japan UK US

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Regional Availability for Enhanced Strategic Planner Add-On
US

Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan	UK US

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

MAX

MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan	UK US

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Noise Cancellation

Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan Singapore UAE UK US

Partner Adapters

The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX or Agent to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone Mpower.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Performance Analytics for Salesforce Einstein

Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.

Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan UK US

Performance Management

Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Personal Connection

Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.

Regional Availability
Australia/New Zealand Brazil Canada Europe	India Japan UAE UK US

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio

Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan UAE UK US

Supervisor

Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	India Japan UK US

Supervisor

Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

Tenant Management

Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Monitoring Gateway

Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:

• Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.

• Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, for your customers, or both.

• Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP.

• Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

These features within Voice Quality Metrics have separate regional availability:

• Continuous SIP call monitoring.

• Continuous WebRTC session monitoring.

• CXone Mpower Voice Diagnostics integration.

Continuous SIP Call Monitoring Regional Availability
Australia/New Zealand Canada	Europe US

Continuous WebRTC Session Monitoring Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Voice Diagnostics Integration Regional Availability
Australia/New Zealand Europe US

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Africa	UAE UK US

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UAE UK US

Omilia Voice Biometrics (DEVone)

Omilia Voice Biometrics (DEVone) Regional Availability
Brazil Canada Europe	UK US

Real-Time Interaction Guidance (RTIG)

RTIG Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Salesforce Assist

Salesforce Assist is an offering in Agent Assist Hub.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR/IVR Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe UK US

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UAE UK US

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Streams

The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan South Korea	UK US

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan South Korea UAE UK US

Regional Availability for CXone Mpower Email
Australia/New Zealand Brazil Canada Europe	Japan South Korea UAE UK US

Expert

Expert is a web-based knowledge management application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

Guide

CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America Europe	Japan UK US

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

Regional Availability for IEX WFM Integrated
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Regional Availability for EEM Add-On
Australia/New Zealand Canada Europe	Japan UK US

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Regional Availability for Enhanced Strategic Planner Add-On
US

Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan	UK US

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

Performance Analytics for Salesforce Einstein

Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.

Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan UK US

Performance Management

Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Africa	UAE UK US

ACD

The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan South Korea	UAE UK US

Admin

The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:

• Manage accounts.
• Configure and their permissions.
• Set up and maintain life cycle management rules for Cloud Storage Services.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan South Korea UK US

Agent

Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent Assist Hub

Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.

Agent Assist Hub Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UAE UK US

Omilia Voice Biometrics (DEVone)

Omilia Voice Biometrics (DEVone) Regional Availability
Brazil Canada Europe	UK US

Real-Time Interaction Guidance (RTIG)

RTIG Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Salesforce Assist

Salesforce Assist is an offering in Agent Assist Hub.

Agent Embedded

Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Agent for Microsoft Teams

Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

Salesforce Agent

Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent for Service Cloud Voice

Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Agent Integrated

Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan Osaka	UAE UK US

AppLink

AppLink connects CXone Mpower to Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Automatic Speech Recognition (ASR) and IVR

You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.

ASR/IVR Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Attendant

Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.

Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

AutoSummary

AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.

AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe UK US

CXone Mpower Bot Builder

Bot Builder is an extension of the Digital Experience platform that launches from the main menu in CXone Mpower. It enables administrators to create virtual agents, or bots, in an easy-to-use application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UAE UK US

Cloud Storage Services

Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.

Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Multi-Regional Storage

Multi-regional storage is a feature of Cloud Storage Services that allows you to store files at the location where interactions occur. The table below shows the regions where files are hosted, and the region each host supports.

Hosted Region	Supported Region
Canada	Canada
Frankfurt	Europe
Japan	Japan
London	UK
Oregon	US West
Sydney	Australia/New Zealand

Coaching

Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.

Coaching loads in the main CXone Mpower portal.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Copilot for Agents

Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.

Regional Availability
Australia/New Zealand Canada Europe	UK US

CXone Mpower Legacy Dashboard

The Legacy Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Data Share

Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Data Streams

The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan South Korea	UK US

DB Connector

DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

Digital Experience

The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:

• Social channels like Facebook, X, and LinkedIn.
• Messaging channels like LinkedIn, X DM, and Facebook Messenger.
• Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan South Korea UAE UK US

Regional Availability for CXone Mpower Email
Australia/New Zealand Brazil Canada Europe	Japan South Korea UAE UK US

Engage QM Integrated

Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone Mpower cloud.

Regional Availability
Australia/New Zealand Europe UK US

Expert

Expert is a web-based knowledge management application.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America Europe	India Japan UAE UK US

Feedback Management

Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan	UAE UK US

Guide

CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America Europe	Japan UK US

IEX WFM Integrated

IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.

WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.

Regional Availability for IEX WFM Integrated
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

• Improve schedule flexibility.
• Enhance agent satisfaction.
• Automate and optimize up to 80% of manual intraday management processes.

For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.

Regional Availability for EEM Add-On
Australia/New Zealand Canada Europe	Japan UK US

Enhanced Strategic Planner

Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.

Enhanced Strategic Planner offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.

Regional Availability for Enhanced Strategic Planner Add-On
US

Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan	UK US

GenAI Prompt Editor

CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for CXone Mpower products that utilize them.

GenAI Prompt Editor is available in all regions.

CXone Mpower Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.

SmartSpeak Real-Time Translation is available in all regions.

MAX

MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.

Regional Availability
Australia/New Zealand Brazil Canada	Europe India Japan	UK US

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Noise Cancellation

Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan Singapore UAE UK US

Partner Adapters

The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX or Agent to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone Mpower.

Regional Availability
Australia/New Zealand Canada Europe Japan	Osaka South Korea UAE UK US

Performance Analytics for Salesforce Einstein

Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.

Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe Japan UK US

Performance Management

Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.

Regional Availability
Australia/New Zealand Canada Caribbean/Latin America	Europe UK US

Personal Connection

Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.

Regional Availability
Australia/New Zealand Brazil Canada Europe	India Japan UAE UK US

Quality Management

Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Recording and Interactions

Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Korea UK US

Reporting

The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.

Regional Availability
Asia Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio (Desktop)

Studio is an application that allows users to:

• Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
• Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
• Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.

Regional Availability
Asia Australia/New Zealand Canada Caribbean/Latin America	Europe India Japan South Africa	UAE UK US

Studio

Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.

Regional Availability
Australia/New Zealand Brazil Canada Europe India	Japan UAE UK US

Supervisor

Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	India Japan UK US

Supervisor

Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

Tenant Management

Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.

Regional Availability
Australia/New Zealand Brazil Canada Europe	Japan UK US

TTS and Transcription Services

CXone Mpower Cloud TTS Hub

Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly. Consult the Amazon Polly documentation for available regions.

Cloud TTS Hub Regional Availability
Asia Australia/New Zealand Australia Sovereign Brazil Canada Caribbean/Latin America Europe Europe Sovereign	India Japan Osaka South Africa South Korea UAE UK US

Continuous Stream Transcription

Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports four services:

• Transcription

• Transcription for Copilot

• Google Transcription

• Microsoft Transcription

Continuous Stream Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Turn-by-Turn Transcription

Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.

Turn-by-Turn Transcription Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan UK US

Studio-native TTS

Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.

Virtual Agent Hub

Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.

Virtual Agent Hub is available in every region.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa South Korea UAE UK US

Virtual Agent Hub is supported by AWS clusters in these regions:

Cluster Locations
Australia/New Zealand Canada Germany	Japan UK US

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.

Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.

Monitoring Gateway

Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:

• Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.

• Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, for your customers, or both.

• Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP.

• Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.

Regional Availability
Australia/New Zealand Canada Europe	Japan South Korea UK US

These features within Voice Quality Metrics have separate regional availability:

• Continuous SIP call monitoring.

• Continuous WebRTC session monitoring.

• CXone Mpower Voice Diagnostics integration.

Continuous SIP Call Monitoring Regional Availability
Australia/New Zealand Canada	Europe US

Continuous WebRTC Session Monitoring Regional Availability
Australia/New Zealand Canada Europe	Japan UK US

Voice Diagnostics Integration Regional Availability
Australia/New Zealand Europe US

Workforce Intelligence

The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.

Regional Availability
Asia Australia/New Zealand Brazil Canada	Caribbean/Latin America Europe India Japan	South Africa UAE UK US

Workforce Management

The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.

Regional Availability
Australia/New Zealand Brazil Canada Caribbean/Latin America	Europe Japan South Africa	UAE UK US