Presence Connect is a next‑generation presence synchronization application for CXone Mpower. It provides real‑time, bi‑directional synchronization of agent availability between CXone Mpower and supported third-party Unified Communications as a Service (UCaaS) platforms. This helps ensure that agents are shown as available or unavailable correctly across systems. By keeping presence states
The availability status of an agent. aligned, Presence Connect helps reduce misrouted 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. and contact The person interacting with an agent, IVR, or bot in your contact center. wait times.
The application uses a flexible, event‑based architecture that allows you to create custom presence rules within your UCaaS platform while maintaining reliable synchronization with CXone Mpower.
Key Features
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Real‑time, bi‑directional syncing of agent state between CXone Mpower and a UCaaS platform.
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Supports both voice and digital
Any channel, contact, or skill associated with Digital Experience. media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.. -
Decoupled event architecture that improves reliability and reduces integration breakage.
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Rule creation handled directly in the UCaaS platform for maximum flexibility.