Engagement Hub connects third party communication and information systems like PABXs, ACDs, CRMs, digital channels, and dialers to the NiCE CXone platform. It brings data and events from these systems into NiCE CXone so they can be recorded, processed, and used by NiCE CXone Workforce Augmentation applications.
By integrating data from these systems, Engagement Hub enables NiCE CXone applications like Supervisor Workspace (Supervisor), Copilot for Supervisors, Quality Management (CXone), and Workforce Management (CXone) to work with consistent information, even when your contact center uses a mix of external systems. These applications then provide real time guidance, improve interaction handling, support compliance, and help reduce disruption across your environment.
Third-Party Integrations
Real-time third party communication systems, Recorded or processed in real time through NiCE CXone.
Real-Time Third Party Telephony Recording (Multi-ACD): Learn about using NiCE CXone cloud recording and applications with your existing telephony system
Offline Third-Party Communication Systems
Data imported or synchronized with NiCE CXone.
- Store & Forward (S&F) Generic Ingestion API (S&F API): Learn about importing external recordings and media data into NiCE CXone via the Store & Forward Generic Ingestion API integration.
- CRM Ticketing: Learn about importing tickets data into NiCE CXone via the CRM Ticketing integration
- Amazon Connect: Learn about migrating Amazon Connect call and screen data into NiCE CXone
- Outbound Engagement (SmartReach): Learn about Outbound Engagement (SmartReach)'s integrations with NiCE CXone
Documentation for the Engagement Hub related APIs are available on the Developer Community portal.