CXone-native applications display in the language and locale your browser is set to if both are supported. If the locale is not supported, these apps display in the language. For example, Austrian German is not supported, but German is, so browsers set to de-AT display these apps in German. If neither language nor locale is supported, these apps display in English.
Other apps rely on a setting configured inside the app. Not all apps support every language. To view which apps support your language, click Filter by Language on the right, then select the checkbox for your language.
Determine Language Support for CXone in Your Contact Center
- Obtain a complete list of all apps in your CXone implementation. You can get this from your CXone Account Representative.
- In the filter on the right, select the checkboxes for all apps in your implementation. After making your selections, the page displays only the information that applies to your CXone implementation. You may need to scroll down to view all applications.
- Review the language support and discuss any concerns with your CXone Account Representative as soon as possible.
ACD
The ACD app loads directly within the CXone 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.
The main CXone web portal supports these languages:
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Admin
The Admin app loads directly within the CXone 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.
The main CXone web portal supports these languages:
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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
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CXone Agent
CXone Agent is the CXone-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.
| Supported Languages | |
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Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
Agent Assist Hub supports US English (English) only.
Real-Time Interaction Guidance (RTIG)
RTIG supports US English and International English (English).
CXone Agent Embedded
CXone Agent Integrated is the CXone-native agent application available inside Microsoft Dynamics, 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.
| Supported Languages | |
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CXone Agent for Microsoft Teams
CXone 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.
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Agent for Oracle Service Cloud
Agent for Oracle Service Cloud is a CXone agent application that is downloaded and installed on the agent workstation. Once downloaded, the application runs directly in RightNow Oracle Service Cloud and not in a browser. Agent for Oracle Service Cloud can be used with the web-based Integrated Softphone or a separate virtual or physical telephone.
To install Agent for Oracle Service Cloud, you must use Internet Explorer or Legacy Microsoft Edge. You cannot use Chrome, Firefox, or Chromium Edge. This is an Oracle limitation.
Agent for Oracle Service Cloud is supported only in US English (English).
Agent for Salesforce
Agent for Salesforce is a CXone 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.
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Agent for Service Cloud Voice
Agent for SCV is a CXone 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.
| Supported Languages |
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CXone Agent Integrated
CXone Agent Integrated is the Chrome extensionCXone-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.
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CXone AppLink
CXone AppLink connects CXone to NICE Engage, enabling you to use CXone business applications while still using NICE Engage recording connected to any ACD. CXone AppLink imports users, media, metadata, and business data from NICE Engage to CXone.
The main CXone web portal supports these languages:
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CXone Attendant
CXone 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 CXone Attendant, regular users may access the application infrequently or not at all. Administrators configure CXone Attendant in the Admin app and the CXone Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for CXone Attendant | |
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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.
Supported languages vary depending on the region in which your is based. If you're not sure what region applies to you, ask your CXone Account Representative.
In addition to the primary languages shown in the following table, many languages offer a choice of multiple voice types and genders. Contact your CXone Account Representative for details.
| Supported Languages for ASR | |
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| US Region (PCI, Non-PCI, and FedRAMP) | |
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CXone Bot Builder
CXone Bot Builder is an extension of the DFO platform that launches from the main menu in CXone. It enables administrators to create virtual agents, or bots, in an easy-to-use application.
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Click-to-Call
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
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.
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.
CXone 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.
CXone Coaching loads in the main CXone portal.
The main CXone web portal supports these languages:
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Customer Chat Interface
The CXone customer chat interface appears on your website to enable contacts to chat with your agents using Omnichannel Chat. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language.
Customer chat interface for omnichannel chat is configured in the ACD app. To see
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Dashboard
The main CXone web portal supports these languages:
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CXone Dashboard
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The Dashboard app loads directly within the CXone main web portal. It features a collection of widgets that display data from the different applications available in CXone. You can use these widgets to create and define your own dashboards.
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CXone Data Share
CXone Data Share lets you export your CXone contact center data from the data lake for your own reporting purposes.
The main CXone web portal supports these languages:
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Data Streams
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Data Streams log and event data is provided in US English (English) only.
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone 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 portal. Some customers install DB Connector on their database server itself.
The main CXone web portal supports these languages:
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The installed executable supports US English (English) only.
Digital First Omnichannel
The Digital First Omnichannel application in NICE CXone 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, Twitter, and LinkedIn.
- Messaging channels like WhatsApp, Twitter 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.
The Digital First Omnichannel configuration site is launched from the CXone main web portal. Agents access the Digital First Omnichannel Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital First Omnichannel | ||
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Labels in the Digital First Omnichannel chat window automatically display in the same language that a contact has set in their browser. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. You can add language variants besides those languages supported for default translation.
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Elastic Call Queuing
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone queue to avoid outages during your busy seasons.
Elastic Call Queuing is supported only in US English (English).
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 cloud.
Engage QM Integrated is supported only in US English (English).
Enlighten AI Routing
Enlighten 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.
Enlighten AI Routing routes calls based on its linguistic analytics database. Linguistic analysis is only supported for English (English) calls.
CXone Enlighten AutoSummary
CXone Enlighten AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. It's an agent assist application that's set up and managed in Agent Assist Hub. The generated summary appears in the Notes field in CXone Agent.
AutoSummary supports English (English) voice interactions.
CXone Expert
CXone Expert is a web-based knowledge management application.
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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 system, you can consider the voice of customers when evaluating their journey in your organization.
The Feedback Management application supports these languages:
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Surveys support the above languages as well as more than 100 additional languages.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone 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 (ESP) are purchasable add-ons for IEX WFM Integrated.
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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 CXone Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEM Add-On: EEM Agent Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is based in the NICE enterprise cloud.
ESP offers these benefits:
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Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
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Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
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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 ESP, contact your CXone Account Representative.
| Supported Languages For ESP Add-On |
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Online help for ESP is available in English (English) and Spanish (Español) only.
Integrated Softphone
Integrated Softphone provides embedded voice communication as a seamless component of the agent application using industry-standard WebRTC protocols. It can be used with MAX and is sometimes referred to as MAXIS in that context. It is also supported with Agent for Salesforce and Agent for Oracle Service Cloud.
Integration Hub
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone into third-party platforms.
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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.
The user interface for Interaction Analytics displays in the following languages, based on the user's browser settings:
| Supported Languages for User Interface | ||
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Configurable settings, such as dataset names, category names, and widget names, will not be translated.
Users can create custom entities, datasets, category templates, and workspace templates to support analysis of interactions in the following languages:
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AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
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.
Supported languages vary depending on the region in which your is based. If you're not sure what region applies to you, ask your CXone Account Representative.
In addition to the primary languages shown in the following table, many languages offer a choice of multiple voice types and genders. Contact your CXone Account Representative for details.
| Supported Languages for ASR | |
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| US Region (PCI, Non-PCI, and FedRAMP) | |
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MAX
MAX is the CXone-native agent application for handling voice and digital interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application CXone Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
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When an agent accesses a WEM application from within MAX, only the languages supported by WEM are available for that content. To see the supported languages for WEM, select it in the filter on the right.
CXone Multi-ACD (CXone Open)
CXone Multi-ACD (CXone Open) enables recording from third-party telephony systems. Third-party telephony systems are configured in the Admin application.
The main CXone web portal supports these languages:
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My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
The main CXone web portal supports these languages:
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NEVA Discover
NEVA Discover is an artificial intelligence (AI) desktop analytics tool. This tool provides a scientific approach to streamlining your daily processes. It compiles data for user input actions like mouse clicks or keyboard actions. It also considers the context of the actions, such as the action type or which application is open.
NEVA Discover has no user interface for translation. It runs completely and quietly in the background.
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Because Noise Cancellation is a back-end configuration feature, it supports whatever language the user's browser is set to.
Partner Adapters
Adapters includes Presence Sync and Directory Sync. Presence Sync allows you to sync agent states between ACD and partner applications. Directory Sync allows agents to use MAX to consult their contacts from Microsoft Teams. Both provide agents with a unified experience within one application.
Adapters supports only US English (English).
PartnerHub
PartnerHubis a collection of online tools that partners can use to manage the belonging to their customers. It is not typically used by contact center end users or administrators. Tools available in PartnerHub are:
- Log Reader
- POC Provisioning
- Self-Service Port Management
CXone PartnerHub applications support only US English (English).
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 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 Agent for Salesforce.
Performance Analytics for Salesforce Einstein is supported only in US English (English).
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.
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Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
CXone Quality Management
CXone Quality Management loads directly within the CXone main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
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Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
Agent Assist Hub supports US English (English) only.
Real-Time Interaction Guidance (RTIG)
RTIG supports US English and International English (English).
CXone Recording and Interactions
CXone Recording loads directly within the CXone main web portal. It enables recording of interactions including voice, agent screen, or both, for either compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone web portal supports these languages:
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For Japanese (日本語), be sure to search for interactions using exact text enclosed in quotation marks, for example, 
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Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
The main CXone web portal supports these languages:
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CXone Softphone
CXone Softphone allows MAX-enabled agents to use an internet phone for voice interactions with contacts. It is available in two forms:
- As an executable that must be installed on the user workstation. Installed CXone Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted CXone Softphone is the same application, but is licensed to an agent instead of a device.
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone Turn-by-Turn Transcription
- CXone Cloud TTS
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
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CXone Supervisor
CXone Supervisor is a browser-based application that opens directly in the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone web portal supports these languages:
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Tenant Management
Tenant Managementis used by CXone Support personnel to create, manage, and support CXone tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone 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.
The main CXone web portal supports these languages:
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TTS and Transcription Services
CXone Cloud TTS
Cloud TTS allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service.
Continuous Stream Transcription
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports two services, CXone Transcription and Google Transcription Service.
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.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
| Supported Languages for Studio-native TTS | |
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| US Region (PCI, Non-PCI, and FedRAMP) | |
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Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Voice Quality Metrics
Voice Quality Metrics is an application for near-real time monitoring of the quality of voice calls in CXone. 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.
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Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone web portal supports these languages:
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CXone Workforce Management
The CXone Workforce Management (CXone WFM) app loads directly within the CXone main web portal. It offers tools to manage and forecast employee schedules.
The main CXone web portal supports these languages:
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CXone Agent
CXone Agent is the CXone-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.
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CXone Agent Embedded
CXone Agent Integrated is the CXone-native agent application available inside Microsoft Dynamics, 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.
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CXone Agent for Microsoft Teams
CXone 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.
| Supported Languages | |
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CXone Agent Integrated
CXone Agent Integrated is the Chrome extensionCXone-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.
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Click-to-Call
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
Customer Chat Interface
The CXone customer chat interface appears on your website to enable contacts to chat with your agents using Omnichannel Chat. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language.
Customer chat interface for omnichannel chat is configured in the ACD app. To see
| Supported Languages for Omnichannel Customer Chat Interface | ||||
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Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Because Noise Cancellation is a back-end configuration feature, it supports whatever language the user's browser is set to.
TTS and Transcription Services
CXone Cloud TTS
Cloud TTS allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service.
Continuous Stream Transcription
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports two services, CXone Transcription and Google Transcription Service.
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.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
| Supported Languages for Studio-native TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
|
| Canada | |
|
|
| Europe (Includes South Africa) | |
|
|
| United Kingdom (UK) | |
|
|
| Australia | |
|
|
| Japan | |
|
|
Click-to-Call
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
Customer Chat Interface
The CXone customer chat interface appears on your website to enable contacts to chat with your agents using Omnichannel Chat. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language.
Customer chat interface for omnichannel chat is configured in the ACD app. To see
| Supported Languages for Omnichannel Customer Chat Interface | ||||
|---|---|---|---|---|
|
|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Because Noise Cancellation is a back-end configuration feature, it supports whatever language the user's browser is set to.
ACD
The ACD app loads directly within the CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Agent
CXone Agent is the CXone-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.
| Supported Languages | |
|---|---|
|
|
CXone Agent Embedded
CXone Agent Integrated is the CXone-native agent application available inside Microsoft Dynamics, 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.
| Supported Languages | |
|---|---|
|
|
CXone Agent for Microsoft Teams
CXone 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.
| Supported Languages | |
|---|---|
|
|
CXone Agent Integrated
CXone Agent Integrated is the Chrome extensionCXone-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.
| Supported Languages | |
|---|---|
|
|
Agent for Salesforce
Agent for Salesforce is a CXone 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.
| Supported Languages | ||
|---|---|---|
|
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|
CXone AppLink
CXone AppLink connects CXone to NICE Engage, enabling you to use CXone business applications while still using NICE Engage recording connected to any ACD. CXone AppLink imports users, media, metadata, and business data from NICE Engage to CXone.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
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.
Supported languages vary depending on the region in which your is based. If you're not sure what region applies to you, ask your CXone Account Representative.
In addition to the primary languages shown in the following table, many languages offer a choice of multiple voice types and genders. Contact your CXone Account Representative for details.
| Supported Languages for ASR | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
|
| Canada | |
|
|
| Europe (Includes South Africa) | |
|
|
| United Kingdom (UK) | |
|
|
| Australia | |
|
|
| Japan | |
|
|
Click-to-Call
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
CXone 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.
CXone Coaching loads in the main CXone portal.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Customer Chat Interface
The CXone customer chat interface appears on your website to enable contacts to chat with your agents using Omnichannel Chat. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language.
Customer chat interface for omnichannel chat is configured in the ACD app. To see
| Supported Languages for Omnichannel Customer Chat Interface | ||||
|---|---|---|---|---|
|
|
|
|
|
Dashboard
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Dashboard
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The Dashboard app loads directly within the CXone main web portal. It features a collection of widgets that display data from the different applications available in CXone. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
|
|
CXone Data Share
CXone Data Share lets you export your CXone contact center data from the data lake for your own reporting purposes.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone 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 portal. Some customers install DB Connector on their database server itself.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
The installed executable supports US English (English) only.
Digital First Omnichannel
The Digital First Omnichannel application in NICE CXone 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, Twitter, and LinkedIn.
- Messaging channels like WhatsApp, Twitter 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.
The Digital First Omnichannel configuration site is launched from the CXone main web portal. Agents access the Digital First Omnichannel Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital First Omnichannel | ||
|---|---|---|
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|
|
Labels in the Digital First Omnichannel chat window automatically display in the same language that a contact has set in their browser. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. You can add language variants besides those languages supported for default translation.
| Default Languages for DFO Chat Window Translation | ||
|---|---|---|
|
|
|
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.
The user interface for Interaction Analytics displays in the following languages, based on the user's browser settings:
| Supported Languages for User Interface | ||
|---|---|---|
|
|
|
Configurable settings, such as dataset names, category names, and widget names, will not be translated.
Users can create custom entities, datasets, category templates, and workspace templates to support analysis of interactions in the following languages:
| Supported Languages for Analysis | |
|---|---|
|
|
AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
MAX
MAX is the CXone-native agent application for handling voice and digital interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application CXone Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
|
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|
| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
|
|
|
When an agent accesses a WEM application from within MAX, only the languages supported by WEM are available for that content. To see the supported languages for WEM, select it in the filter on the right.
CXone Multi-ACD (CXone Open)
CXone Multi-ACD (CXone Open) enables recording from third-party telephony systems. Third-party telephony systems are configured in the Admin application.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Because Noise Cancellation is a back-end configuration feature, it supports whatever language the user's browser is set to.
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.
| Supported Languages | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
CXone Quality Management
CXone Quality Management loads directly within the CXone main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
|
|
|
| Supported Analytics/Transcription Languages | |
|---|---|
|
|
CXone Recording and Interactions
CXone Recording loads directly within the CXone main web portal. It enables recording of interactions including voice, agent screen, or both, for either compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For Japanese (日本語), be sure to search for interactions using exact text enclosed in quotation marks, for example, .
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Supervisor
CXone Supervisor is a browser-based application that opens directly in the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Tenant Management
Tenant Managementis used by CXone Support personnel to create, manage, and support CXone tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS
Cloud TTS allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service.
Continuous Stream Transcription
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports two services, CXone Transcription and Google Transcription Service.
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.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
| Supported Languages for Studio-native TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
|
| Canada | |
|
|
| Europe (Includes South Africa) | |
|
|
| United Kingdom (UK) | |
|
|
| Australia | |
|
|
| Japan | |
|
|
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Workforce Management
The CXone Workforce Management (CXone WFM) app loads directly within the CXone main web portal. It offers tools to manage and forecast employee schedules.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
ACD
The ACD app loads directly within the CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
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
| Supported Languages for Advanced Chat Workspace | ||
|---|---|---|
|
|
|
CXone Agent
CXone Agent is the CXone-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.
| Supported Languages | |
|---|---|
|
|
CXone Agent Embedded
CXone Agent Integrated is the CXone-native agent application available inside Microsoft Dynamics, 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.
| Supported Languages | |
|---|---|
|
|
CXone Agent for Microsoft Teams
CXone 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.
| Supported Languages | |
|---|---|
|
|
CXone Agent Integrated
CXone Agent Integrated is the Chrome extensionCXone-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.
| Supported Languages | |
|---|---|
|
|
Agent for Salesforce
Agent for Salesforce is a CXone 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.
| Supported Languages | ||
|---|---|---|
|
|
|
CXone AppLink
CXone AppLink connects CXone to NICE Engage, enabling you to use CXone business applications while still using NICE Engage recording connected to any ACD. CXone AppLink imports users, media, metadata, and business data from NICE Engage to CXone.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Attendant
CXone 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 CXone Attendant, regular users may access the application infrequently or not at all. Administrators configure CXone Attendant in the Admin app and the CXone Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for CXone Attendant | |
|---|---|
|
|
Click-to-Call
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
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.
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.
CXone 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.
CXone Coaching loads in the main CXone portal.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Customer Chat Interface
The CXone customer chat interface appears on your website to enable contacts to chat with your agents using Omnichannel Chat. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. If a contact's browser language is set to a local dialect, their chat language defaults to the dialect's parent language.
Customer chat interface for omnichannel chat is configured in the ACD app. To see
| Supported Languages for Omnichannel Customer Chat Interface | ||||
|---|---|---|---|---|
|
|
|
|
|
Dashboard
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Data Share
CXone Data Share lets you export your CXone contact center data from the data lake for your own reporting purposes.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone 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 portal. Some customers install DB Connector on their database server itself.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
The installed executable supports US English (English) only.
Digital First Omnichannel
The Digital First Omnichannel application in NICE CXone 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, Twitter, and LinkedIn.
- Messaging channels like WhatsApp, Twitter 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.
The Digital First Omnichannel configuration site is launched from the CXone main web portal. Agents access the Digital First Omnichannel Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital First Omnichannel | ||
|---|---|---|
|
|
|
Labels in the Digital First Omnichannel chat window automatically display in the same language that a contact has set in their browser. It detects default browser language settings, allowing the contact and agent to communicate using a variety of languages and alphabets. You can add language variants besides those languages supported for default translation.
| Default Languages for DFO Chat Window Translation | ||
|---|---|---|
|
|
|
CXone Expert
CXone Expert is a web-based knowledge management application.
| Supported Languages for CXone Expert User Interface | ||
|---|---|---|
|
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| Supported Languages for CXone Expert Spellcheck | ||
|---|---|---|
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IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone 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 (ESP) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
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| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
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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 CXone Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEM Add-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
|
Enhanced Strategic Planner
Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is based in the NICE enterprise cloud.
ESP 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 ESP, contact your CXone Account Representative.
| Supported Languages For ESP Add-On |
|---|
|
Online help for ESP is available in English (English) and Spanish (Español) only.
MAX
MAX is the CXone-native agent application for handling voice and digital interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application CXone Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
|
|
|
| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
|
|
|
When an agent accesses a WEM application from within MAX, only the languages supported by WEM are available for that content. To see the supported languages for WEM, select it in the filter on the right.
CXone Multi-ACD (CXone Open)
CXone Multi-ACD (CXone Open) enables recording from third-party telephony systems. Third-party telephony systems are configured in the Admin application.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
Because Noise Cancellation is a back-end configuration feature, it supports whatever language the user's browser is set to.
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
CXone Quality Management
CXone Quality Management loads directly within the CXone main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
|
|
|
| Supported Analytics/Transcription Languages | |
|---|---|
|
|
CXone Recording and Interactions
CXone Recording loads directly within the CXone main web portal. It enables recording of interactions including voice, agent screen, or both, for either compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For Japanese (日本語), be sure to search for interactions using exact text enclosed in quotation marks, for example, .
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Softphone
CXone Softphone allows MAX-enabled agents to use an internet phone for voice interactions with contacts. It is available in two forms:
- As an executable that must be installed on the user workstation. Installed CXone Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted CXone Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
CXone Supervisor
CXone Supervisor is a browser-based application that opens directly in the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Tenant Management
Tenant Managementis used by CXone Support personnel to create, manage, and support CXone tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS
Cloud TTS allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service.
Continuous Stream Transcription
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Continuous Stream Transcription allows you to use transcription (speech-to-text) services that provide a continuous stream of transcription in real time. It supports two services, CXone Transcription and Google Transcription Service.
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.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
| Supported Languages for Studio-native TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
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Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone web portal supports these languages:
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CXone Workforce Management
The CXone Workforce Management (CXone WFM) app loads directly within the CXone main web portal. It offers tools to manage and forecast employee schedules.
The main CXone web portal supports these languages:
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ACD
The ACD app loads directly within the CXone 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.
The main CXone web portal supports these languages:
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Admin
The Admin app loads directly within the CXone 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.
The main CXone web portal supports these languages:
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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
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Agent for Salesforce
Agent for Salesforce is a CXone 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.
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