This page describes the availability for each app in the CXone suite for:
-
FedRAMP: Apps available for FedRAMP Moderate.
-
Regions: Apps available in Asia, Australia/New Zealand, Brazil, Canada, Caribbean/Latin America, Europe, India, Japan, Osaka, South Africa, the UAE, the UK, and the US.
Select a filter on the right to see its FedRAMP or regional availability.
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 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
Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
ASR and IVR are available for FedRAMP Moderate.
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. 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.
Legacy Dashboard
The Legacy Dashboard application consolidates a collection of widgets that display data from the different applications available in CXone. You can use these widgets to create and define your own dashboards that will aggregate and collect the data you need to see, when you need to see it.
Legacy Dashboard is available for FedRAMP Moderate.
Data Streams
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
The Data Streams app is available for FedRAMP Moderate.
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone 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.
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
Adapters is available for FedRAMP Moderate.
Performance Analytics for Salesforce Einstein
Performance Analytics for Salesforce Einsteinis a Salesforce-based, AI-powered analytics application that pinpoints specific recommendations to improve contact center performance. Once configured, the application automatically links CXone 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- 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.
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
Advanced Chat, Proactive Chat, Web Analytics and Collaborationis a web-based application that provides enhanced chat capabilities, including co-browsing. It is only available for agents enabled for MAX.
Advanced Chat is not supported in FedRAMP.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
Agent Assist Hub is available for FedRAMP Moderate for Google Contact Center AI (CCAI) and some custom endpoints.
Real-Time Interaction Guidance (RTIG)
RTIG is not supported in FedRAMP.
Salesforce Agent
Salesforce Agent is a CXone agent application that allows agents to handle interactions right in the Salesforce interface. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
Salesforce Agent is not supported for FedRAMP. Additionally, external routing is not supported for FedRAMP.
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 not supported for FedRAMP.
AI Routing
AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.
AI Routing is not supported in FedRAMP.
Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
Autopilot is not supported in FedRAMP.
Click-to-Call
Click-to-Call allows you to configure a button on your website where users can automatically call your contact center using their browser softphone.
Click-to-Call is not supported in FedRAMP.
Elastic Call Queuing
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone queue to avoid outages during your busy seasons.
Elastic Call Queuing is not supported in FedRAMP.
Engage QM Integrated
Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone cloud.
Engage QM Integrated 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 (Enhanced Strategic Planner) 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.
(missing snippet link)Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
Noise Cancellation is not supported in FedRAMP.
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
Performance Management is not supported in FedRAMP.
TTS and Transcription Services
CXone 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.
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 environment, 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.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
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Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
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Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone main web portal. It lets administrators automate actions in the contact center based on business rules they define.
| Regional Availability | ||
|---|---|---|
|
|
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ACD
The ACD app loads directly within the CXone main web portal. It's used for system configuration and channel management for voice (phone), automated outbound voice (dialer), chat, email, SMS, and so on.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
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Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
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Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
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Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
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Agent for Service Cloud Voice
Agent for SCV is a CXone agent integration that allows agents to handle interactions right in the Salesforce Omni-Channel widget. For voice, agents can use the web-based Integrated Softphone or a separate virtual or physical telephone. To see requirements for Integrated Softphone, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Engage QM Integrated
Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone cloud.
| Regional Availability |
|---|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
Advanced Chat, Proactive Chat, Web Analytics and Collaborationis a web-based application that provides enhanced chat capabilities, including co-browsing. It is only available for agents enabled for MAX.
| Regional Availability |
|---|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Regional Availability |
|---|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Data Streams
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Engage QM Integrated
Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone cloud.
| Regional Availability |
|---|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
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.
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Data Streams
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Engage QM Integrated
Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone cloud.
| Regional Availability |
|---|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Advanced Chat, Proactive Chat, Web Analytics and Collaboration
Advanced Chat, Proactive Chat, Web Analytics and Collaborationis a web-based application that provides enhanced chat capabilities, including co-browsing. It is only available for agents enabled for MAX.
| Regional Availability |
|---|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone.
| Agent Assist Hub Regional Availability | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Regional Availability | |
|---|---|
|
|
Real-Time Interaction Guidance (RTIG)
| RTIG Regional Availability | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
AI Routing
AI Routing is an AI-powered, smart routing solution that pairs contacts with agents who have had the best results handling contacts with a similar behavioral profile. The solution is configured within your organization's ACD skills and is transparent to users.
| Regional Availability |
|---|
|
Automatic Speech Recognition (ASR) and IVR
You can use ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Regional Availability | ||
|---|---|---|
|
|
|
Attendant
Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. It can optionally be used for voicemail management.
Depending on how your organization uses Attendant, regular users may access the application infrequently or not at all. Administrators configure Attendant in the Admin app and the Attendant site which is launched from CXone. To see the requirements for Admin, select it in the filter on the right.
| Regional Availability | ||
|---|---|---|
|
|
|
Autopilot
Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot combines artificial intelligence (AI) with an Omilia or Amelia virtual agent.
| Regional Availability |
|---|
|
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.
| Regional Availability | |
|---|---|
|
|
Cloud Storage Services
Cloud Storage Services allows administrators to set up and manage both active and long-term cloud storage for call recordings, screen recordings, and other file types. Cloud Storage Services are configured in the Admin app.
| Regional Availability | |
|---|---|
|
|
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
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.
The Data Streams app allows you to enrich IVR logs and other event data. You can then use your own data analysis tools, business intelligence tools, machine learning models, and applications to process the data.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Elastic Call Queuing
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Elastic Call Queuing allows you to queue thousands of contacts in front of the CXone queue to avoid outages during your busy seasons.
Elastic Call Queuing is only available in the US.
Engage QM Integrated
Engage QM Integrated provides quality management tools for large enterprises. It uses primarily local server-based storage for recordings but evaluations are performed and stored using tools in the CXone cloud.
| Regional Availability |
|---|
|
Expert
Expert is a web-based knowledge management application.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability 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.
| Regional Availability 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.
| Regional Availability for Enhanced Strategic Planner Add-On |
|---|
|
Interaction Analytics
Interaction Analytics is an intelligent linguistic analytics engine. It converts interaction transcripts into consumable data so supervisors and managers better understand what's happening in the contact center.
| Regional Availability | ||
|---|---|---|
|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|
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 environment, 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.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Regional Availability | |
|---|---|
|
|
| Voice Diagnostics Integration Regional Availability |
|---|
|
Noise Cancellation
Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation reduces background noise and echoing on the agent's side so contacts hear less of the contact center or remote place where the agent is working.
| Regional Availability | |
|---|---|
|
|
Partner Adapters
The Adapters application includes Presence Sync and Directory Sync capabilities for partner UCaaS platforms. Presence Sync allows you to sync agent states between CXone agent applications and a partner application. Directory Sync allows agents to use MAX to pull contacts from partner tenants. This allows them to consult their contacts from other platforms like Microsoft Teams, RingCentral, and Zoom. This enables the agent application to have a unified experience across platforms right from CXone.
| Regional Availability | |
|---|---|
|
|
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.
| Regional Availability | |
|---|---|
|
|
Performance Management
Performance Management allows supervisors to create detailed reports and dashboards for the contact center metrics most important to them. It also provides agents with access to their own metrics. Optionally, supervisors can create games and challenges for agents to improve contact center performance and morale.
| Regional Availability | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone outbound dialing solution. It delivers calls to agents in their agent application.
| Regional Availability | |
|---|---|
|
|
Reporting
The Reporting app loads directly within the CXone main web portal. It offers configuration and management of contact center reports.
| Regional Availability | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both., and TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. applications, and so on.
- Configure and manage virtual agents (voicebots and chatbots) in CXone.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Regional Availability | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens in a separate browser instance from the main CXone web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 Regional Availability | |
|---|---|
|
|
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 in every region.
| Regional Availability | ||
|---|---|---|
|
|
|
Virtual Agent Hub is supported by AWS clusters in these regions:
| Cluster Locations | |
|---|---|
|
|
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.
| Regional Availability | ||
|---|---|---|
|
|
|