Studio supports advanced development options. You can integrate new technologies, features, or third-party applications and services into CXone Mpower.
Many advanced options require configuration outside of Studio. Additional configuration may be required in CXone Mpower or in the application you're integrating into CXone Mpower. Refer to the online help for each integration for more information.
Advanced options include:
- APIs: You can use API calls in your Studio scripts. The endpoints you use can be in the CXone Mpower APIs, or the APIs of third-party systems. Using APIs requires that you understand APIs and how to work with them.
- Agent Assistants (Agent Assist Hub): Integrate agent assistants into agent applications such as MAX or Salesforce Agent. Agent assistants
Software application that provides context-specific help to the agent. listen to the conversation between the agent and the contact. As the conversation progresses, they provide helpful information to the agent. This help can include things such as FAQs or performance-based guidance. Agent Assist Hub is part of a special controlled release (CR) program. If you're not part of the CR group and would like more information, contact your Account Representative. - Automatic Speech Recognition (ASR): Integrate ASR into your IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. prompts. This allows contacts to respond to prompts by speaking instead of entering DTMF Signaling tones that are generated when a contact presses a key on the telephone keypad. tones. CXone Mpower offers ASR as an optional feature using the industry-leading Nuance ASR engine, which enhances the accuracy of your system's voice recognition.
- Bots and Virtual Agents (Virtual Agent Hub): Integrate bots and virtual agents into your contact center. These options provide conversational AI for your IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both.. They can handle some interactions in place of a live agent. Supported virtual agent providers include SmartAssist Powered by Amelia, Google Dialogflow ES and CX, and Amazon Lex V1. Some of the virtual agent providers CXone Mpower supports are part of a special controlled release (CR) program. If you're not part of the CR group and would like more information, contact your Account Representative.
- DB Connector: Integrate DB Connector into CXone Mpower as a gateway between the CXone Mpower platform and your corporate database. DB Connector is commonly used to retrieve information from a private database and provide it to the agent. For example, you could pull a customer number or order number based on the caller ID and use it in a screen pop A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. for the agent to reference. DB Connector is a Windows-based, encrypted service.