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 at 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.
CXone 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 | ||
|---|---|---|
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CXone Admin
The CXone 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 | ||
|---|---|---|
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CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration
CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration is 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 | ||
|---|---|---|
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CXone AI Applications
CXone Virtual Agent Hub
CXone Virtual Agent Hub allows you to use bots developed in other platforms with CXone. Currently, only the Google Dialogflow ES bot is supported. Ask your organization's Google Dialogflow ES developers or consult Google documentation for available languages.
Real-Time Interaction Guidance and Agent Assist Hub
Real-Time Interaction Guidance and Agent Assist Hub support US English only.
Agent for Microsoft Dynamics
Agent for Microsoft Dynamics is a web-based CXone agent application that allows agents to handle interactions right in the Microsoft Dynamics interface. Administrative tasks for Agent for Microsoft Dynamics are handled in the CXone Console.
| Supported Languages for CXone Console | |
|---|---|
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| Supported Languages for Agent User Interface |
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CXone 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.
CXone 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 at right.
| Supported Languages | ||
|---|---|---|
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CXone Agent for Service Cloud Voice
Agent for Service Cloud Voice 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 at right.
| Supported Languages |
|---|
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English |
Agent for ServiceNow
Agent for ServiceNow is a web-based CXone agent application that allows agents to handle interactions right in the ServiceNow interface. Administrative tasks for Agent for ServiceNow are handled in the CXone Console.
| Supported Languages for CXone Console | |
|---|---|
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| Supported Languages for Agent User Interface |
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Agent for Microsoft Teams
Agent for Microsoft Teams is a web-based CXone agent application that allows agents to handle interactions right in the Microsoft Teams interface. Administrative tasks for Agent for Microsoft Teams are handled in the CXone Console.
| Supported Languages for CXone Console | |
|---|---|
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| Supported Languages for Agent User Interface |
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Agent for Zendesk
Agent for Zendesk is a web-based CXone agent application that allows agents to handle interactions right in the Zendesk interface. Administrative tasks for Agent for Zendesk are handled in the CXone Console.
| Supported Languages for CXone Console | |
|---|---|
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| Supported Languages for Agent User Interface |
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Agent for Chromium Browsers
Agent for Chromium Browsers is a web-based CXone agent application that allows agents to handle interactions using a browser extension. Administrative tasks for Agent for Chromium Browsers are handled in the CXone Console.
| Supported Languages for CXone Console | |
|---|---|
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| Supported Languages for Agent User Interface |
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Advanced Speech Recognition (ASR), Text-to-Speech (TTS), 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. and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. in routing scripts you build in Studio. You can also use these products 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 and TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
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| Canada | |
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| Europe (Includes South Africa) | |
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| United Kingdom (UK) | |
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| Australia | |
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| Japan | |
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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.
| Supported Languages |
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CXone 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.
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 portal.
The main CXone web portal supports these languages:
| Supported User Interface 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
| Supported Languages for Omnichannel Customer Chat Interface | ||||
|---|---|---|---|---|
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CXone Performance Analytics for Salesforce Einstein
CXone Performance Analytics for Salesforce Einstein is 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.
CXone Agent
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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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CXone Agent for Microsoft Teams
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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 |
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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 at right.
| Supported Languages for CXone Attendant | |
|---|---|
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CXone Dashboard
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The CXone 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 | |
|---|---|
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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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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.
CXone Softphone supports these languages:
| Supported Languages | ||
|---|---|---|
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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:
| Supported User Interface Languages | ||
|---|---|---|
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CXone AI Applications
CXone Virtual Agent Hub
CXone Virtual Agent Hub allows you to use bots developed in other platforms with CXone. Currently, only the Google Dialogflow ES bot is supported. Ask your organization's Google Dialogflow ES developers or consult Google documentation for available languages.
Real-Time Interaction Guidance and Agent Assist Hub
Real-Time Interaction Guidance and Agent Assist Hub support US English only.
CXone 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.
Data Streams log and event data is provided in US English only.
CXone 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 | ||
|---|---|---|
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The installed executable supports US 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 | ||
|---|---|---|
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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.
CXone 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 calls.
CXone 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:
| Supported 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) is a purchasable add-on 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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| Supported Languages For Employee Engagement Manager Add-On: EEM Agent Role | |
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| Supported Languages For Employee Engagement Manager Add-On: EEM Supervisor Role | |
|---|---|
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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.
CXone 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:
| Supported Languages for Analysis | |
|---|---|
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AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).
Advanced Speech Recognition (ASR), Text-to-Speech (TTS), 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. and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. in routing scripts you build in Studio. You can also use these products 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 and TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
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| Canada | |
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| Europe (Includes South Africa) | |
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| United Kingdom (UK) | |
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| Australia | |
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| Japan | |
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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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CXone My Zone
The CXone 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 | ||
|---|---|---|
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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.
CXone PartnerHub
CXone PartnerHub is 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
All other CXone PartnerHub applications support only US English.
CXone Performance Management
CXone 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 supports these languages:
| Supported Languages | |
|---|---|
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CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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CXone AI Applications
CXone Virtual Agent Hub
CXone Virtual Agent Hub allows you to use bots developed in other platforms with CXone. Currently, only the Google Dialogflow ES bot is supported. Ask your organization's Google Dialogflow ES developers or consult Google documentation for available languages.
Real-Time Interaction Guidance and Agent Assist Hub
Real-Time Interaction Guidance and Agent Assist Hub support US English only.
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 | ||
|---|---|---|
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For Japanese, be sure to search for interactions using exact text.
CXone Reporting
The CXone 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 | ||
|---|---|---|
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CXone Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- CXone Virtual Agent Hub
Studio is a user-friendly application that allows users to:
- Create and manage scripts for omnichannel contact routing, 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 similar purposes.
- Configure and manage virtual agents (chatbots) in CXone.
- Configure 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.
| Supported User Interface Languages | ||
|---|---|---|
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CXone Tenant Management
CXone Tenant Management is 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 | ||
|---|---|---|
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Advanced Speech Recognition (ASR), Text-to-Speech (TTS), 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. and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. in routing scripts you build in Studio. You can also use these products 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 and TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
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| Canada | |
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| Europe (Includes South Africa) | |
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| United Kingdom (UK) | |
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| Australia | |
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| Japan | |
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CXone Workforce Intelligence
The CXone 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 | ||
|---|---|---|
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CXone WFM
The CXone WFM app 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 | ||
|---|---|---|
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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
| Supported Languages for Omnichannel Customer Chat Interface | ||||
|---|---|---|---|---|
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CXone 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 | ||
|---|---|---|
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CXone Admin
The CXone 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 | ||
|---|---|---|
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CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration
CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration is 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 | ||
|---|---|---|
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CXone 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 at right.
| Supported Languages | ||
|---|---|---|
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|
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Advanced Speech Recognition (ASR), Text-to-Speech (TTS), 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. and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. in routing scripts you build in Studio. You can also use these products 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 and TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
|
| Canada | |
|
|
| Europe (Includes South Africa) | |
|
|
| United Kingdom (UK) | |
|
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| Australia | |
|
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| Japan | |
|
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CXone 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.
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 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 | ||||
|---|---|---|---|---|
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CXone Agent
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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 for Microsoft Teams
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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 |
|---|
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CXone Dashboard
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The CXone 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 | |
|---|---|
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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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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.
CXone Softphone supports these languages:
| Supported Languages | ||
|---|---|---|
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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:
| Supported User Interface Languages | ||
|---|---|---|
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|
CXone 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 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 | ||
|---|---|---|
|
|
|
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) is a purchasable add-on for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Supervisor Role | |
|---|---|
|
|
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 | ||
|---|---|---|
|
|
|
CXone My Zone
The CXone 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 | ||
|---|---|---|
|
|
|
CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface 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, be sure to search for interactions using exact text.
CXone Reporting
The CXone 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 | ||
|---|---|---|
|
|
|
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 Tenant Management
CXone Tenant Management is 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 | ||
|---|---|---|
|
|
|
CXone Workforce Intelligence
The CXone 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 WFM
The CXone WFM app 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 | ||
|---|---|---|
|
|
|
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 | ||||
|---|---|---|---|---|
|
|
|
|
|
CXone 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 | ||
|---|---|---|
|
|
|
CXone Admin
The CXone 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 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 at right.
| Supported Languages | ||
|---|---|---|
|
|
|
Advanced Speech Recognition (ASR), Text-to-Speech (TTS), 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. and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. in routing scripts you build in Studio. You can also use these products 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 and TTS | |
|---|---|
| US Region (PCI, Non-PCI, and FedRAMP) | |
|
|
| Canada | |
|
|
| Europe (Includes South Africa) | |
|
|
| United Kingdom (UK) | |
|
|
| Australia | |
|
|
| Japan | |
|
|
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 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
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 | ||
|---|---|---|
|
|
|
CXone Dashboard
This product is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
The CXone 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 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 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 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 or Dutch (Netherlands).
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 | ||
|---|---|---|
|
|
|
CXone My Zone
The CXone 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 | ||
|---|---|---|
|
|
|
CXone Performance Management
CXone 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 supports these languages:
| Supported Languages | |
|---|---|
|
|
CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface 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, be sure to search for interactions using exact text.
CXone Reporting
The CXone 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 | ||
|---|---|---|
|
|
|
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 Tenant Management
CXone Tenant Management is 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 | ||
|---|---|---|
|
|
|
CXone Workforce Intelligence
The CXone 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 WFM
The CXone WFM app 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 | ||
|---|---|---|
|
|
|
CXone 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 | ||
|---|---|---|
|
|
|
CXone Admin
The CXone 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 Advanced Chat, Proactive Chat, Web Analytics and Collaboration
CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration is 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 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 at right.
| Supported Languages | ||
|---|---|---|
|
|
|
CXone 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.
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 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
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 at right.
| Supported Languages for CXone Attendant | |
|---|---|
|
|
CXone Expert
CXone Expert is a web-based knowledge management application.
| Supported Languages for CXone Expert User Interface | ||
|---|---|---|
|
|
|
| Supported Languages for CXone Expert Spellcheck | ||
|---|---|---|
|
|
|
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.
CXone Softphone supports these languages:
| Supported 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 | ||
|---|---|---|
|
|
|
CXone 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 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 | ||
|---|---|---|
|
|
|
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) is a purchasable add-on for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Supervisor Role | |
|---|---|
|
|
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 | ||
|---|---|---|
|
|
|
CXone My Zone
The CXone 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 | ||
|---|---|---|
|
|
|
CXone 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.
The main CXone web portal supports these languages:
| Supported User Interface 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, be sure to search for interactions using exact text.
CXone Reporting
The CXone 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 | ||
|---|---|---|
|
|
|
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 Tenant Management
CXone Tenant Management is 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 | ||
|---|---|---|
|
|
|
CXone Workforce Intelligence
The CXone 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 WFM
The CXone WFM app 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 | ||
|---|---|---|
|
|
|
CXone 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 | ||
|---|---|---|
|
|
|
CXone Admin
The CXone 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 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.
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 portal.
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 | ||
|---|---|---|
|
|
|
CXone 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 only.
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) is a purchasable add-on for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For Employee Engagement Manager Add-On: EEM Supervisor Role | |
|---|---|
|
|
CXone My Zone
The CXone 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 | ||
|---|---|---|
|
|
|
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.
The main CXone web portal supports these languages:
| Supported User Interface 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, be sure to search for interactions using exact text.
CXone Reporting
The CXone 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 Tenant Management
CXone Tenant Management is 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 | ||
|---|---|---|
|
|
|
CXone Workforce Intelligence
The CXone 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 WFM
The CXone WFM app 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 Advanced Chat, Proactive Chat, Web Analytics and Collaboration
CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration is 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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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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CXone Expert
CXone Expert is a web-based knowledge management application.
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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) is a purchasable add-on for IEX WFM Integrated.
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CXone 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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CXone Admin
The CXone 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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CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration
CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration is 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 Microsoft Dynamics
Agent for Microsoft Dynamics is a web-based CXone agent application that allows agents to handle interactions right in the Microsoft Dynamics interface. Administrative tasks for Agent for Microsoft Dynamics are handled in the CXone Console.
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Agent for ServiceNow
Agent for ServiceNow is a web-based CXone agent application that allows agents to handle interactions right in the ServiceNow interface. Administrative tasks for Agent for ServiceNow are handled in the CXone Console.
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