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CX & Communications / NICE CXone

NICE CXone for larger and more complex contact centres.

NICE is our contact-centre partner. We plan the move to CXone, connect it to Microsoft Teams, your CRM and the phone network, and support it once it's live.

Talk to us about NICE CXone
A team leader talks with an adviser on a busy contact-centre floor. Illustrative image.

Customers repeat themselves when channels and systems don't connect.

A caller explains the problem to the phone menu, then to an agent, then again after a transfer. Agents switch between systems to find the answer, and leaders can't see demand, service levels and cost to serve in one place.

CXone puts routing, self-service, workforce planning, quality and reporting in one cloud platform.

We start with how your service runs, then design CXone around it.

Before we configure anything, we look at your channels, call flows, routing, staffing and reporting, and the systems your agents use.

Two advisers talk with a client who appears on the meeting-room screen. Illustrative image.

CXone connects to Teams, your CRM and the phone network.

Agents can see who's free in Teams and bring an expert into a customer call. With a supported CRM, the customer's record opens alongside the conversation. Calls can reach CXone through CVX, our service that connects Teams and CXone to the phone network.

When you're ready, add AI agents for callers and AI help for staff on calls.

NICE Cognigy runs AI agents for voice and chat. They handle the tasks you agree on and pass the rest to a person with the details. Agent assist gives your staff call summaries and suggested next steps while they talk.

Contact centres and AI

What CXone brings into one platform

These often sit in separate tools. In CXone they share the same data.

  • Routing for voice, chat, email and messaging
  • Phone menus and self-service
  • Workforce forecasting and scheduling
  • Quality management
  • Interaction analytics
  • Reporting on demand, service levels and quality

Questions about NICE CXone

Is CXone right for a smaller contact centre?

Not always. For simpler needs, Microsoft's contact-centre tools may fit better, and we'll tell you if they do.

Can we move to CXone from our current platform?

Yes. We plan the move with you, including routing, phone menus, integrations and your phone numbers, and agree when each part goes live.

Do you work with Cisco contact centres too?

Yes. Cisco is one of our strategic partners, and we can connect CXone to a Cisco or Webex estate if part of the business stays on it.

Who supports CXone after go-live?

M-Serv, our managed support, can look after CXone once it's live, along with the calling and Teams around it.

Related pages

Tell us how your contact centre runs today.

Share the platform you use now, your channels and roughly how many agents you have. We'll call to talk through whether CXone fits.

Talk to us about NICE CXone