CXone Mpower-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 Mpower in Your Contact Center
- Obtain a complete list of all apps in your CXone Mpower implementation. You can get this from your 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 Mpower implementation. You may need to scroll down to view all applications.
- Review the language support and discuss any concerns with your Account Representative as soon as possible.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Actions
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
This application may be available for sovereign cloud configurations in AUS, the EU, and the UK. Ask your CXone Mpower Account Representative for more information.
| Languages | Supported in UI | Supported for End User | Supported for analytics |
|---|---|---|---|
| English (US) |
|
|
|
| English (International) |
|
||
|
Brazilian Portuguese (Português Brasileiro) |
|
|
Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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 | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for voice interactions
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. based on the relative number of interactions agents are currently handling.
Advanced routing features are configured in ACD and Studio. Refer to those sections for details about supported languages. Once advanced features are set up, all languages are supported since their functionalities do not impact the product interface.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub supports US English (English) only.
RTIG supports US English and International English (English).
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages |
|---|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
AI Routing
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.
AI Routing routes calls based on its linguistic analytics database.
| Supported UI Languages | Supported Languages for Linguistics Analysis DataBase |
|---|---|
| See the ACD application's supported languages by selecting ACD in the filter on the right. |
English |
All AI-Powered Solutions
The CXone Mpower AI is a comprehensive AI and machine learning framework for contact engagement. It surfaces as AI-powered applications that deeply integrate with multiple other CXone Mpower applications.
Because each AI-driven application involves different parts of the CXone Mpowerplatform, the supported languages are different for each one. The various parts of the platform that AI-driven applications interact with may place restrictions on the languages that the AI-driven application supports.
The following table describes the language support for all AI-driven applications.
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
This application may be available for sovereign cloud configurations in AUS, the EU, and the UK. Ask your CXone Mpower Account Representative for more information.
| Languages | Supported in UI | Supported for End User | Supported for analytics |
|---|---|---|---|
| English (US) |
|
|
|
| English (International) |
|
||
|
Brazilian Portuguese (Português Brasileiro) |
|
|
AI Routing
AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.
AI Routing routes calls based on its linguistic analytics database.
| Supported UI Languages | Supported Languages for Linguistics Analysis DataBase |
|---|---|
| See the ACD application's supported languages by selecting ACD in the filter on the right. |
English |
Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice Any channel, contact, or skill associated with Digital Experience. The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines CXone Mpower XO artificial intelligence (AI) with an Omilia or Amelia virtual agent.
This application may be available for sovereign cloud configurations in AUS, the EU, and the UK. Ask your CXone Mpower Account Representative for more information.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
|
|
| English (UK) |
|
|
| English (US) |
|
|
| German |
|
|
| Greek |
|
|
| Brazilian Portuguese |
|
|
| Brazilian Portuguese (Brazil) |
|
|
| Spanish (Europe) |
|
|
| Spanish (US) |
|
Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Italian |
|
||
| Brazilian Portuguese |
|
||
| Spanish |
|
||
| Swedish |
|
AutoSummary
CXone Mpower AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.
AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.
| Languages | Supported in Agent Assist Hub UI | Supported for end user |
|---|---|---|
| English (International) |
|
|
| English (US) |
|
|
| Brazilian Portuguese (Brazil) |
|
Copilot for Agents
CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.
The supported languages for voice transcription depend on the transcription service you select in the Copilot for Agents profile in Admin.
| Languages | Supported in Agent applications UI |
|---|---|
| Brazilian Portuguese (Português Brasileiro) |
|
| Canadian French (Français canadien) |
|
| Dutch (Nederlands) |
|
| Australian English (English) |
|
| Canadian English (English) |
|
| UK English (English) |
|
| US English (English) |
|
| European Portuguese (Português europeu) |
|
| European Spanish (Español) |
|
| French (Français) |
|
| German (Deutsch) |
|
| Latin American Spanish (Español) |
|
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
||
| Chinese Traditional |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Japanese |
|
||
| Korean |
|
||
| Brazilian Portuguese |
|
|
|
| Spanish |
|
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
|
|
Autopilot
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice Any channel, contact, or skill associated with Digital Experience. The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines CXone Mpower XO artificial intelligence (AI) with an Omilia or Amelia virtual agent.
This application may be available for sovereign cloud configurations in AUS, the EU, and the UK. Ask your CXone Mpower Account Representative for more information.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
|
|
| English (UK) |
|
|
| English (US) |
|
|
| German |
|
|
| Greek |
|
|
| Brazilian Portuguese |
|
|
| Brazilian Portuguese (Brazil) |
|
|
| Spanish (Europe) |
|
|
| Spanish (US) |
|
Autopilot Knowledge
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Italian |
|
||
| Brazilian Portuguese |
|
||
| Spanish |
|
||
| Swedish |
|
AutoSummary
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
CXone Mpower AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.
AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.
| Languages | Supported in Agent Assist Hub UI | Supported for end user |
|---|---|---|
| English (International) |
|
|
| English (US) |
|
|
| Brazilian Portuguese (Brazil) |
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Supported Languages for User Interface |
|---|
|
Because you define the text for bots in Bot Builder, the bots support whatever language you use to write the text.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Copilot for Agents
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.
The supported languages for voice transcription depend on the transcription service you select in the Copilot for Agents profile in Admin.
| Languages | Supported in Agent applications UI |
|---|---|
| Brazilian Portuguese (Português Brasileiro) |
|
| Canadian French (Français canadien) |
|
| Dutch (Nederlands) |
|
| Australian English (English) |
|
| Canadian English (English) |
|
| UK English (English) |
|
| US English (English) |
|
| European Portuguese (Português europeu) |
|
| European Spanish (Español) |
|
| French (Français) |
|
| German (Deutsch) |
|
| Latin American Spanish (Español) |
|
Copilot for Supervisors
This is an AI Solution. To see the supported languages for all solutions, select the AI Solutions filter on the right.
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
||
| Chinese Traditional |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Japanese |
|
||
| Korean |
|
||
| Brazilian Portuguese |
|
|
|
| Spanish |
|
Customer Chat Interface
The CXone Mpower 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
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 (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 Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
|
|
|
Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
|
|
|
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 Account Representative.
Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone Mpower queue to avoid outages during your busy seasons.
Elastic Call Queuing is 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 Mpower cloud.
| Supported Languages | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
|
|
|
| Supported Languages for Expert Spellcheck | ||
|---|---|---|
|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
The Feedback Management application supports these languages:
| Supported Languages | |
|---|---|
|
|
Surveys support the above languages as well as more than 100 additional languages.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor user interface is English only. The AI-generated content it customizes can be generated in English or Portuguese.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
|
Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner 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 Salesforce Agent.
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
| Supported Languages |
|---|
|
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, CXone Mpower AI-enabled features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
Because SmartSpeak Real-Time Translation is a back-end configuration feature, it supports whatever language the user's browser is set to.
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
|
|
|
| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
|
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
Adapters supports 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 Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.
Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.
Performance Analytics for Salesforce Einstein is 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.
| Supported Languages | |
|---|---|
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub supports US English (English) only.
RTIG supports US English and International English (English).
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, 
):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
Requirements for all supported browsers:    |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Studio (Desktop)
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone Mpower Turn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- 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 Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
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 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 Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
-
Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
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| English (UK) |
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| English (US) |
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| German |
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| Greek |
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| Brazilian Portuguese |
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| Brazilian Portuguese (Brazil) |
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| Spanish (Europe) |
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| Spanish (US) |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
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| Chinese Simplified |
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| Chinese Traditional |
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| Dutch |
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| English |
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| French |
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| German |
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| Japanese |
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| Korean |
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| Brazilian Portuguese |
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
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, CXone Mpower AI-enabled features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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 | |
|---|---|
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
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You can use any language in:
|
| Chinese Traditional |
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| Danish |
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| Dutch |
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| English |
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| French |
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| German |
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| Italian |
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| Brazilian Portuguese |
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| Spanish |
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| Swedish |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
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| Chinese Simplified |
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| Chinese Traditional |
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| Dutch |
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| English |
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| French |
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| German |
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| Japanese |
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| Korean |
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| Brazilian Portuguese |
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower 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 Mpower 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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
|
|
|
| Supported Analytics/Transcription Languages | |
|---|---|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
|
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower 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 Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
|
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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 | ||
|---|---|---|
|
|
|
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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 | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
|
|
|
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
|
|
Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Italian |
|
||
| Brazilian Portuguese |
|
||
| Spanish |
|
||
| Swedish |
|
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
||
| Chinese Traditional |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Japanese |
|
||
| Korean |
|
||
| Brazilian Portuguese |
|
|
|
| Spanish |
|
Customer Chat Interface
The CXone Mpower 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower 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 Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
|
|
|
Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
|
|
|
Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
|
|
|
| Supported Languages for Expert Spellcheck | ||
|---|---|---|
|
|
|
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
|
Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| 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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower 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 Mpower 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 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.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
|
|
|
| Supported Analytics/Transcription Languages | |
|---|---|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
|
|
|
Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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 | ||
|---|---|---|
|
|
|
Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Italian |
|
||
| Brazilian Portuguese |
|
||
| Spanish |
|
||
| Swedish |
|
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
|
|
|
| Supported Languages for Expert Spellcheck | ||
|---|---|---|
|
|
|
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
|
Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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 | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
|
|
|
Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Italian |
|
||
| Brazilian Portuguese |
|
||
| Spanish |
|
||
| Swedish |
|
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
||
| Chinese Traditional |
|
||
| Dutch |
|
||
| English |
|
|
|
| French |
|
||
| German |
|
||
| Japanese |
|
||
| Korean |
|
||
| Brazilian Portuguese |
|
|
|
| Spanish |
|
Customer Chat Interface
The CXone Mpower 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower 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 Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
The installed executable supports US English (English) only.
Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
|
|
|
| Supported Languages for Expert Spellcheck | ||
|---|---|---|
|
|
|
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
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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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower 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 Mpower web portal supports these languages:
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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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
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| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted 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 MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
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Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
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ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
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Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Languages | Supported in UI | Supported for End User | Supported for analytics |
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| English (US) |
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub supports US English (English) only.
RTIG supports US English and International English (English).
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
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Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages |
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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AI Routing
AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.
AI Routing routes calls based on its linguistic analytics database.
| Supported UI Languages | Supported Languages for Linguistics Analysis DataBase |
|---|---|
| See the ACD application's supported languages by selecting ACD in the filter on the right. |
English |
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
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| Canadian French |
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
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| Chinese Simplified |
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AutoSummary
CXone Mpower AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.
AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.
| Languages | Supported in Agent Assist Hub UI | Supported for end user |
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CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Supported Languages for User Interface |
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Because you define the text for bots in Bot Builder, the bots support whatever language you use to write the text.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
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Copilot for Agents
CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.
The supported languages for voice transcription depend on the transcription service you select in the Copilot for Agents profile in Admin.
| Languages | Supported in Agent applications UI |
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| Brazilian Portuguese (Português Brasileiro) |
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Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
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| Canadian French |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
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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 (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 Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
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Labels in the Digital Experience 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 Digital Chat Window 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 Account Representative.
Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone Mpower queue to avoid outages during your busy seasons.
Elastic Call Queuing is 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 Mpower cloud.
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Expert
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 Mpower 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.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor user interface is English only. The AI-generated content it customizes can be generated in English or Portuguese.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
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Online help for Enhanced Strategic Planner 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 Salesforce Agent.
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
| Supported Languages |
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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:
| Supported Languages for Analysis | |
|---|---|
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AutoDiscovery, CXone Mpower AI-enabled features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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CXone Mpower Real-Time Translation
CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
Because SmartSpeak Real-Time Translation is a back-end configuration feature, it supports whatever language the user's browser is set to.
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
Adapters supports 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 Mpower contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.
Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.
Performance Analytics for Salesforce Einstein is 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.
| Supported Languages | |
|---|---|
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
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| Supported Analytics/Transcription Languages | |
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Studio (Desktop)
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone Mpower Turn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- 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 Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone Mpower.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
-
Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
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| Supported Languages for Expert Spellcheck | ||
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
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You can use any language in:
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| Danish |
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| Dutch |
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| English |
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Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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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 Mpower 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.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
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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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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:
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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, CXone Mpower AI-enabled features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower 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 Mpower web portal supports these languages:
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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 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.
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
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| Chrome | Firefox | MS Edge | Safari |
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| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted 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 MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
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Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
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ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
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| Chinese Simplified |
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Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
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Labels in the Digital Experience 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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Expert
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 Mpower 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.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
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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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower 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 Mpower web portal supports these languages:
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
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| Supported Languages for MAX Digital Inbox | ||
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
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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 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 | |
|---|---|
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
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| English (UK) |
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| English (US) |
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| German |
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| Greek |
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| Brazilian Portuguese |
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| Brazilian Portuguese (Brazil) |
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| Spanish (Europe) |
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| Spanish (US) |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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|
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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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
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You can use any language in:
|
| Chinese Traditional |
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| Danish |
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| Dutch |
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| English |
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| French |
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| German |
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| Italian |
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| Brazilian Portuguese |
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| Spanish |
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| Swedish |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
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| Chinese Simplified |
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| Chinese Traditional |
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| Dutch |
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| English |
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| French |
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| German |
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| Japanese |
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| Korean |
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| Brazilian Portuguese |
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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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 Mpower 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.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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, CXone Mpower AI-enabled features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish (Español) or Dutch (Nederlands).
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
|
|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
|
|
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
||
| Chinese Traditional |
|
||
| Dutch |
|
||
| English |
|
|
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| French |
|
||
| German |
|
||
| Japanese |
|
||
| Korean |
|
||
| Brazilian Portuguese |
|
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower 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 Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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 Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
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| English (UK) |
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| English (US) |
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| German |
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| Greek |
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| Brazilian Portuguese |
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| Brazilian Portuguese (Brazil) |
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| Spanish (Europe) |
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| Spanish (US) |
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
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You can use any language in:
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| Chinese Traditional |
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| Danish |
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| Dutch |
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| English |
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| French |
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| German |
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| Italian |
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| Brazilian Portuguese |
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| Spanish |
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| Swedish |
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AutoSummary
CXone Mpower AutoSummary is a tool that automatically generates a summary for agents at the end of inbound and outbound voice interactions. The generated summary appears in the Notes field in Agent.
AutoSummary is an agent assist application that's set up and managed in Agent Assist Hub.
| Languages | Supported in Agent Assist Hub UI | Supported for end user |
|---|---|---|
| English (International) |
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| English (US) |
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| Brazilian Portuguese (Brazil) |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Copilot for Agents
CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.
The supported languages for voice transcription depend on the transcription service you select in the Copilot for Agents profile in Admin.
| Languages | Supported in Agent applications UI |
|---|---|
| Brazilian Portuguese (Português Brasileiro) |
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| Canadian French (Français canadien) |
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| Dutch (Nederlands) |
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| Australian English (English) |
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| Canadian English (English) |
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| UK English (English) |
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| US English (English) |
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| European Portuguese (Português europeu) |
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| European Spanish (Español) |
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| French (Français) |
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| German (Deutsch) |
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| Latin American Spanish (Español) |
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Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
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| Chinese Simplified |
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| Chinese Traditional |
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| Dutch |
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| English |
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| French |
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| German |
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| Japanese |
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| Korean |
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| Brazilian Portuguese |
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor user interface is English only. The AI-generated content it customizes can be generated in English or Portuguese.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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CXone Mpower Real-Time Translation
CXone Mpower SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
Because SmartSpeak Real-Time Translation is a back-end configuration feature, it supports whatever language the user's browser is set to.
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
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Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
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Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower web portal supports these languages:
| Supported User Interface 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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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 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
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CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Supported User Interface Languages | ||
|---|---|---|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
-
Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
-
Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
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 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 Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
|
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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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|
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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 | ||||
|---|---|---|---|---|
|
|
|
|
|
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
|
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
|
|
|
Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
|
|
|
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Supported Languages for IEX WFM Integrated Desktop Install | ||
|---|---|---|
|
|
|
| Supported Languages For IEX WFM Integrated WebStation | ||
|---|---|---|
|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
|
Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
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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.
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 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.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
|
|
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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
ACD
The ACD app loads directly within the CXone Mpower main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Admin
The Admin app loads directly within the CXone Mpower main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
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Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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Salesforce Agent
Salesforce Agent is a CXone Mpower agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Supported Languages | ||
|---|---|---|
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Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Supported Languages | |
|---|---|
|
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AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS The number dialed on inbound or outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone Mpower. To see the requirements for Admin, select it in the filter on the right.
| Supported Languages for Attendant | |
|---|---|
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Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Languages | Supported in Virtual Agent Hub | Supported for end user (chat) |
|---|---|---|
| Canadian French |
|
|
| English (UK) |
|
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| English (US) |
|
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| German |
|
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| Greek |
|
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| Brazilian Portuguese |
|
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| Brazilian Portuguese (Brazil) |
|
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| Spanish (Europe) |
|
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| Spanish (US) |
|
Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
|
|
You can use any language in:
|
| Chinese Traditional |
|
||
| Danish |
|
||
| Dutch |
|
||
| English |
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| French |
|
||
| German |
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| Italian |
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| Brazilian Portuguese |
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| Spanish |
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| Swedish |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
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Copilot for Agents
CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and chat interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more.
The supported languages for voice transcription depend on the transcription service you select in the Copilot for Agents profile in Admin.
| Languages | Supported in Agent applications UI |
|---|---|
| Brazilian Portuguese (Português Brasileiro) |
|
| Canadian French (Français canadien) |
|
| Dutch (Nederlands) |
|
| Australian English (English) |
|
| Canadian English (English) |
|
| UK English (English) |
|
| US English (English) |
|
| European Portuguese (Português europeu) |
|
| European Spanish (Español) |
|
| French (Français) |
|
| German (Deutsch) |
|
| Latin American Spanish (Español) |
|
Copilot for Supervisors
Copilot for Supervisors uses artificial intelligence to help you handle voice interactions. This AI-driven tool provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guide you to make informed and data-driven decisions.
| Languages | Supported For Insights Workspace | Supported For AI Alerts | Support For Conversational Inquiries |
|---|---|---|---|
| Canadian French |
|
||
| Chinese Simplified |
|
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| Chinese Traditional |
|
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| Dutch |
|
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| English |
|
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| French |
|
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| German |
|
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| Japanese |
|
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| Korean |
|
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| Brazilian Portuguese |
|
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| Spanish |
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Customer Chat Interface
The CXone Mpower 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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Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
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Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Supported User Interface Languages | |
|---|---|
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Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone Mpower portal. Some customers install DB Connector on their database server itself.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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The installed executable supports US English (English) only.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
|
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|
Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
|
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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
The Feedback Management application supports these languages:
| Supported Languages | |
|---|---|
|
|
Surveys support the above languages as well as more than 100 additional languages.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
|
|
| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
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MAX
MAX is the CXone Mpower-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
| Supported Languages for MAX | ||
|---|---|---|
|
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| Supported Languages for MAX Digital Inbox | ||
|---|---|---|
|
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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.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower system. This includes the following applications:
-
Log Reader: Provides a simple interface to access call logs. You can view or download call logs, plus see overview information about the interactions, like the contact ID, start and end dates, and so forth.
-
Port Management: Self-Service Port Management lets you request changes to the concurrent port limit. Changes can be for your own tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone Mpower pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
CXone Mpower Monitoring Gateway applications support only US English (English).
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
The main CXone Mpower 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 Mpower 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 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 | |
|---|---|
|
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Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Supported Languages | ||
|---|---|---|
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| Supported Analytics/Transcription Languages | |
|---|---|
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Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
For the following languages, be sure to search for interactions using exact text enclosed in quotation marks (for example, ):
-
Chinese Simplified
-
Chinese Traditional
-
Japanese
-
Korean
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
Business Intelligence (BI) reports are only available in English.
Softphone (Desktop)
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 Softphone is licensed to a device in your contact center.
- Hosted in the cloud. Hosted Softphone is the same application, but is licensed to an agent instead of a device.
| Supported Languages | ||
|---|---|---|
|
|
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Studio
The following products are configured in Studio actions and share its
- Agent Assist Hub
- Automated Speech Recognition (ASR)
- CXone MpowerTurn-by-Turn Transcription
- CXone Mpower Cloud TTS Hub
- Interactive Voice Response (IVR)
- Real-Time Interaction Guidance
- Text-to-Speech (TTS)
- Virtual Agent Hub
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
The main CXone Mpower 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 Mpower 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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Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
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Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. 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 Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
-
Transcription
- Transcription for Copilot
-
Google Transcription
-
Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
The main CXone Mpower web portal supports these languages:
| Supported User Interface Languages | ||
|---|---|---|
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Advanced Chat, Proactive Chat, Web Analytics and Collaboration
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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Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 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 Account Representative for details.
| Supported Languages for ASR | ||
|---|---|---|
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Autopilot Knowledge
Autopilot Knowledge combines digital conversational bots A software application that handles customer interactions in place of a live human agent. from Bot Builder with the knowledge resources from Expert.
| Languages | Supported in Bot Builder UI | Supported In Expert (including spellcheck) | Notes |
|---|---|---|---|
| Chinese Simplified |
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You can use any language in:
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| Chinese Traditional |
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| Danish |
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| Dutch |
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| English |
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| French |
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| German |
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| Italian |
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| Brazilian Portuguese |
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| Spanish |
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| Swedish |
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Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Expert
Expert is a web-based knowledge management application.
| Supported Languages for Expert User Interface | ||
|---|---|---|
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| Supported Languages for Expert Spellcheck | ||
|---|---|---|
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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
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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 Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
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Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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 Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 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 four services:
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Transcription
- Transcription for Copilot
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Google Transcription
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Microsoft Transcription
CXone Mpower Continuous Stream Transcription does not support Google custom voice models.
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.
CXone Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Supported Languages | |
|---|---|
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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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Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
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 Mpower 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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Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
CXone Mpower Guide supports custom languages. Custom languages allow you to upload your own translation keys. Once uploaded, you can change the translation key, as well as individual translations. Custom language translations can be deleted, but not reset.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| 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 Account Representative. A minimum of 300 seats is required for this module.
| Supported Languages For EEMAdd-On: EEM Agent Role | |
|---|---|
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| Supported Languages For EEM Add-On: EEM Supervisor Role | |
|---|---|
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Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
| Supported Languages For Enhanced Strategic Planner Add-On |
|---|
|
Online help for Enhanced Strategic Planner is available in English (English) and Spanish (Español) only.
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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone. While available globally, this application currently supports only calls that terminate in the US.
Because Click-to-Call is a back-end configuration feature, it supports whatever language the user's browser is set to.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
The Digital Experience configuration site is launched from the CXone Mpower main web portal. Agents access the Digital Experience Inbox from their agent application. Language support is the same for both.
| Supported Languages for Digital Experience | ||
|---|---|---|
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Labels in the Digital Experience 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 Digital Chat Window Translation | ||
|---|---|---|
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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 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.