This page describes availability of each app in the CXone suite for specific scenarios. Applications in controlled release or with announced end-of-sale/life dates are not included.
You can filter the page by:
-
FedRAMP: Apps by their FedRAMP Moderate support and compliance status.
-
Hosted Regions: Apps by the cloud regions/countries in which they are hosted. Some regions (such as Japan and the US) have more than one cloud hosting location. For more information on regional cloud locations and sales availability, talk to your Account Representative.
Check the performance status of the CXone platform and products for your region.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
ACD is available for FedRAMP Moderate.
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
Admin is available for FedRAMP Moderate.
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
Agent for SCV is supported for FedRAMP Moderate.
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 is available for FedRAMP Moderate.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
Agent Assist Hub is available for FedRAMP Moderate for Google Contact Center AI (CCAI) and some custom endpoints.
Real-Time Interaction Guidance (RTIG)
RTIG is not supported in FedRAMP.
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.
ASR and IVR are available for FedRAMP Moderate.
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS 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. To see the requirements for Admin, select it in the filter on the right.
Attendant is available for FedRAMP Moderate.
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
Cloud Storage Services is available for FedRAMP Moderate.
Multi-Regional Storage
Multi-regional storage is a feature of Cloud Storage Services that allows you to store files at the location where interactions occur.
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 is available for FedRAMP Moderate.
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
DB Connector is available for FedRAMP Moderate.
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
Feedback Management is available for FedRAMP Moderate.
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
Interaction Analytics is available for FedRAMP Moderate.
MAX
MAX is the CXone-native agent application for handling voice interactions. For voice, MAX-enabled agents can use the web-based Integrated Softphone, the installed client application Softphone, or a separate virtual or physical telephone. Information on the integrated option is included in these requirements.
MAX is available for FedRAMP Moderate.
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone contact center interaction data to Salesforce objects, creating a fully-blended view of your data for Salesforce Einstein to analyze. It is typically used by contact center and Salesforce analysts in your organization.
Performance Analytics for Salesforce Einstein is supported by Enterprise and Unlimited Salesforce editions. It is only compatible with the Lightning Experience Salesforce Agent.
Performance Analytics for Salesforce Einstein is available for FedRAMP Moderate.
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
Personal Connection is available for FedRAMP Moderate.
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
Reporting is available for FedRAMP Moderate.
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
Salesforce Agent is available for FedRAMP Moderate.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR 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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
Studio is available for FedRAMP Moderate.
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
Cloud TTS Hub is available for FedRAMP Moderate.
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 Continuous Stream Transcription does not support Google custom voice models.
Continuous Stream Transcription is not supported in FedRAMP.
Turn-by-Turn Transcription
Turn-by-Turn Transcription allows you to use transcription (speech-to-text) services that provide transcription of each side of a conversation in turn. It uses transcription services provided by other platforms. It currently supports Google Transcription Service.
CXone Turn-by-Turn Transcription does not support Google custom voice models.
Turn-by-Turn Transcription is not supported in FedRAMP.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Studio-native TTS is available for FedRAMP Moderate.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
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.
Click-to-Call is not supported in FedRAMP.
Employee Engagement Manager (EEM) is not supported in FedRAMP.
Expert
Expert is a web-based knowledge management application.
Expert is not supported in FedRAMP.
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
IEX WFM Integrated is not supported in FedRAMP. However, you can use ACD configured for FedRAMP alongside IEX WFM Integrated.
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
Employee Engagement Manager (EEM) is not supported in FedRAMP.
Enhanced Strategic Planner
Enhanced Strategic Planner (Enhanced Strategic Planner) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. Enhanced Strategic Planner is based in the NICE enterprise cloud.
Enhanced Strategic Planner offers these benefits:
-
Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
-
Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
-
Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
For more information on enhancing your IEX WFM Integrated system with Enhanced Strategic Planner, contact your Account Representative.
Enhanced Strategic Planner (ESP) is not supported in FedRAMP.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone pushes monitoring data directly into an external system that you set up. This lets you process and visualize the data according to your needs. The data includes information presented in Voice Quality Metrics, plus a variety of data about APIs responses in your Studio scripts.
Monitoring Gateway is not supported in FedRAMP.
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
Performance Management is not supported in FedRAMP.
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is not supported in FedRAMP.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
Admin is available for sovereign cloud configurations in Australia, the EU, and the UK.
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone main web portal. It allows administrators to:
- Manage accounts.
- Configure and their permissions.
- Set up and maintain life cycle management rules for Cloud Storage Services.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Hosted Region | Supported Region |
|---|---|
| Canada | Canada |
| Frankfurt | Europe |
| Japan | Japan |
| London | UK |
| Oregon | US West |
| Sydney | Australia/New Zealand |
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone platform and your corporate database. It is installed as an executable on a customer-supplied server with access to your database. You can then configure it in CXone portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
Feedback Management
Feedback Management is a customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. By using FM with your CXone system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone cloud. Agents and supervisors access IEX WFM Integrated through their web browser.
WFM Administrators, Forecasters, and Schedulers may also use the IEX WFM Integrated Rich Client (RCP), an installed client application that provides additional functionality. Employee Engagement Manager (EEM) and Enhanced Strategic Planner (Enhanced Strategic Planner) are purchasable add-ons for IEX WFM Integrated.
| Cloud Hosting Regions for IEX WFM Integrated | |
|---|---|
|
|
Employee Engagement Manager
Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:
- Improve schedule flexibility.
- Enhance agent satisfaction.
- Automate and optimize up to 80% of manual intraday management processes.
For more information on Employee Engagement Manager, contact your Account Representative. A minimum of 300 seats is required for this module.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
MAX
MAX is the CXone-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone 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 business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone. You can use the application to monitor SIP
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic and agents' WebRTC sessions. You can also use Voice Quality Metrics to discover, diagnose, and troubleshoot call quality issues for both customer and agent call legs. Voice Quality Metrics is not supported in FedRAMP. -
Gateway Subscriptions: Lets you subscribe directly to call monitoring data as a Kafka stream. CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Real-Time Translation
CXone SmartSpeak Real-Time Translation offers real-time voice translation services for both the agent and contact when they speak in different languages.
SmartSpeak Real-Time Translation is available in all regions.
Studio (Desktop)
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.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
Virtual Agent Hub
Virtual Agent Hub allows you to use virtual agents developed in other platforms with CXone.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.