This page describes availability of each app in the CXone Mpower suite for specific scenarios. Applications in controlled release or with announced end-of-sale/life dates are not included.
You can filter the page by:
-
FedRAMP: Apps by their FedRAMP Moderate support and compliance status.
-
Sovereign cloud configurations: Apps by their availability for high-security sovereign environments in specific regions.
-
Hosted Regions: Apps by the cloud regions/countries in which they are hosted. Some regions (such as Japan and the US) have more than one cloud hosting location. For more information on regional cloud locations and sales availability, talk to your Account Representative.
Check the performance status of the CXone Mpower platform and products for your region.
ACD
The ACD app loads directly within the CXone Mpower 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 Mpower 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
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Embedded is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Integrated is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent for Microsoft Teams is available for FedRAMP Moderate. However, add-ons you install may not be FedRAMP compliant. You should evaluate them and get input from NICE. Also, configuring CRM workflows involves a third-party application that is not FedRAMP compliant.
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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 supported for FedRAMP Moderate.
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
Advanced routing is available for FedRAMP Moderate.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
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.
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
AppLink is available for FedRAMP Moderate.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs 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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
Attendant is available for FedRAMP Moderate.
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, with voice biometric authentication, is supported in 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.
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
Coaching is available for FedRAMP Moderate.
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
Dashboard is available for FedRAMP Moderate.
Data Streams
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.
Data Streams 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 Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
DB Connector is available for FedRAMP Moderate.
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
Digital Experience is available for FedRAMP Moderate.
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
Feedback Management is available for FedRAMP Moderate.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
Guide 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.
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
Interactions Hub is available for FedRAMP Moderate.
MAX
MAX is the CXone Mpower-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.
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
My Zone 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
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 Mpower 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 Mpower outbound dialing solution. It delivers calls to agents in their agent application.
Personal Connection is available for FedRAMP Moderate.
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
Quality Management is available for FedRAMP Moderate.
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
Recording is available for FedRAMP Moderate.
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
Requirements for all supported browsers:    |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
Reporting is available for FedRAMP Moderate.
Salesforce Agent
Salesforce Agent is a CXone Mpower 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 available for FedRAMP Moderate.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
Studio is available for FedRAMP Moderate.
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
Studio is available for FedRAMP Moderate.
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
Supervisor is available for FedRAMP Moderate.
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
Tenant Management is available for FedRAMP Moderate.
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. 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 Mpower 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 Mpower 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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
WFM is available for FedRAMP Moderate.
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
Actions is not supported in FedRAMP.
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
Bot Builder 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. While available globally, this application currently supports only calls that terminate in the US.
Click-to-Call is not supported in FedRAMP.
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
Data Share is not available for FedRAMP Moderate.
Employee Engagement Manager (EEM) is not supported in FedRAMP.
Expert
Expert is a web-based knowledge management application.
Expert is not supported in FedRAMP.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor 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 Mpower 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 (ESP) is not supported in FedRAMP.
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
Integration Hub is not supported in FedRAMP.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
Multi-ACD (Open) is not supported in FedRAMP Moderate.
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.
CXone Mpower Real-Time Translation
CXone Mpower 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.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is not supported in FedRAMP.
ACD
The ACD app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Admin
The Admin app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent is available for sovereign cloud configurations in Australia and the EU.
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Embedded is available for sovereign cloud configurations in Australia and the EU.
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Integrated is available for sovereign cloud configurations in Australia and the EU.
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent for Microsoft Teams is available for sovereign cloud configurations in Australia and the EU.
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
Advanced routing is available for sovereign cloud configurations in Australia, the EU, and the UK.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub is available for sovereign cloud configurations in the UK.
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
Dashboard is supported for sovereign cloud configurations in the AU and EU regions.
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
Recording is available for sovereign cloud configurations in AUS, the EU, and the UK.
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
ACD
The ACD app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Admin
The Admin app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent is available for sovereign cloud configurations in Australia and the EU.
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Embedded is available for sovereign cloud configurations in Australia and the EU.
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent Integrated is available for sovereign cloud configurations in Australia and the EU.
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
Agent for Microsoft Teams is available for sovereign cloud configurations in Australia and the EU.
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
Advanced routing is available for sovereign cloud configurations in Australia, the EU, and the UK.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub is available for sovereign cloud configurations in the UK.
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
Dashboard is supported for sovereign cloud configurations in the AU and EU regions.
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
Recording is available for sovereign cloud configurations in AUS, the EU, and the UK.
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
Studio-native TTS
Studio-native text-to-speech allows you to integrate TTS into your Studio scripts through the PLAY action and VOICEPARAMS action.
ACD
The ACD app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Admin
The Admin app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
Advanced routing is available for sovereign cloud configurations in Australia, the EU, and the UK.
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
Agent Assist Hub is available for sovereign cloud configurations in the UK.
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
Data Share (New) is available for sovereign cloud configurations in the UK.
Data Streams
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.
Data Streams is available for sovereign cloud configurations in the UK.
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
Integration Hub is available for sovereign cloud configurations in the UK.
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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
This application may be available for sovereign cloud configurations in AUS, the EU, and the UK. Ask your CXone Mpower Account Representative for more information.
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
Recording is available for sovereign cloud configurations in AUS, the EU, and the UK.
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
Bot Builder is not available for sovereign cloud configurations.
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. While available globally, this application currently supports only calls that terminate in the US.
Click-to-Call is not available for sovereign cloud configurations.
Expert
Expert is a web-based knowledge management application.
Expert is not available for sovereign cloud configurations.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is not supported for sovereign cloud configurations.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
Multi-ACD (Open) is not available for sovereign cloud configurations.
CXone Mpower Real-Time Translation
CXone Mpower 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 for sovereign cloud configurations.
MAX
MAX is the CXone Mpower-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 not supported for sovereign cloud configurations.
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.
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Cloud Hosting Regions | |
|---|---|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Cloud Hosting Regions | |
|---|---|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
| Cloud Hosting Regions | |
|---|---|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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 sovereign cloud configurations in Australia, the EU, and the UK.
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Cloud Hosting Regions | |
|---|---|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Cloud Hosting Regions | |
|---|---|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
| Cloud Hosting Regions | |
|---|---|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Cloud Hosting Regions | |
|---|---|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Cloud Hosting Regions | |
|---|---|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
| Cloud Hosting Regions |
|---|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
CXone Mpower Real-Time Translation
CXone Mpower 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 Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
| Cloud Hosting Regions | |
|---|---|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
Dashboard is supported for sovereign cloud configurations in the AU and EU regions.
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting Regions | |
|---|---|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Cloud Hosting Regions | |
|---|---|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Cloud Hosting Regions | |
|---|---|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
| Cloud Hosting Regions |
|---|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
| Cloud Hosting Regions | |
|---|---|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|
ACD
The ACD app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Actions
Actions is an AI tool designed for customer experience (CX) leaders. It can help you make decisions faster to reach your organization goals quickly. It finds chances for automation and makes your work more efficient. It allows you to compare your service levels with industry standards and make plans to reach your goals. By using specific and the newest AI models for CX, and advanced features in CXone Mpower, you can get data and analysis quicker. This helps identify the best ways to automate tasks and achieve business goals by providing insights for the next steps.
| Cloud Hosting Regions | |
|---|---|
|
|
Admin
The Admin app loads directly within the CXone Mpower 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.
| cloud hosting regions | ||
|---|---|---|
|
|
|
Agent
Agent is the CXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent Embedded
Agent Embedded is the CXone Mpower-native agent application available inside Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk. It is used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Agent Integrated
Agent Integrated is the Chrome extensionCXone Mpower-native agent application used to handle voice and digital interactions. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Microsoft Teams
Agent for Microsoft Teams is the next-generation agent application used to handle voice and digital interactions from within Microsoft Teams. Agents can use the web-based Integrated Softphone or a separate virtual or physical telephone.
| Regional Availability | ||
|---|---|---|
|
|
|
Agent for Service Cloud Voice
Agent for SCV is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Advanced Routing
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions for 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. based on the relative number of interactions agents are currently handling.
| Cloud Hosting Regions | |
|---|---|
|
|
Agent Assist Hub
Agent Assist Hub allows you to use agent assist applications developed in other platforms with CXone Mpower.
| Agent Assist Hub Cloud Hosting Regions | |
|---|---|
|
|
Omilia Voice Biometrics (DEVone)
| Omilia Voice Biometrics (DEVone) Cloud Hosting Regions | |
|---|---|
|
|
| RTIG cloud Hosting Regions | |
|---|---|
|
|
Salesforce Assist
Salesforce Assist is an offering in Agent Assist Hub.
It is available in the following Salesforce regions:
- Asia-Pacific (APAC)
- Europe, Middle East, and Africa (EMEA)
- Latin America (LATAM)
- North America (NA)
AppLink
AppLink connects CXone Mpower to NICE Engage, enabling you to use CXone Mpower business applications while still using Engage recording connected to any ACD. AppLink imports users, media, metadata, and business data from Engage to CXone Mpower.
Because AppLink works with Engage, it follows NICE regional availability rather than CXone Mpower. It is available in the NA, APAC, and EMEA regions.
Automatic Speech Recognition (ASR) and IVR
You can use ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. in routing scripts you build in Studio. You can also use ASR in completely automated IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. scripts.
| ASR/IVR Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 The number dialed on inbound or 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 Mpower. To see the requirements for Admin, select it in the filter on the right.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
CXone Mpower Bot Builder
Bot Builder enables administrators to create virtual agents, also known as chatbots, in an easy-to-use application. It is also used to create taskbots for use with Copilot for Agents.
| Cloud Hosting Regions | |
|---|---|
|
|
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. While available globally, this application currently supports only calls that terminate in the US.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
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 Hosting Regions | |
|---|---|
|
|
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 |
Coaching
Coaching sessions help employees to improve a specific skillset and perform better. You can create and manage coaching sessions with Coaching Manager. A manager or coach can create a coaching session and send it to an agent to review and acknowledge.
Coaching loads in the main CXone Mpower portal.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Dashboard
The Dashboard app loads directly within the CXone Mpower main web portal. It features a collection of widgets that display data from the different applications available in CXone Mpower. You can use these widgets to create and define your own dashboards.
| Cloud Hosting Regions | |
|---|---|
|
|
Data Share
Data Share lets you export your CXone Mpower contact center data from the data lake for your own reporting purposes.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Data Streams
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
DB Connector
DB Connector is a Windows-based, encrypted service that works over TLS 1.2 to provide a gateway between the CXone Mpower 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 Mpower portal. Some customers install DB Connector on their database server itself.
| Cloud Hosting Regions | |
|---|---|
|
|
Digital Experience
The Digital Experience application in CXone Mpower allows you to create digital communication channels and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X, and LinkedIn.
- Messaging channels like LinkedIn, X DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis., chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply., SMS (text) messaging, and email.
| Cloud Hosting Regions | |
|---|---|
|
|
These Digital Experience features have also been deployed to the India region: digital chat and Mobile SDK.
These Digital Experience features have also been deployed to the South Korea region: digital chat, digital email, Mobile SDK, messaging channels, and public social channels.
| Cloud Hosting Regions for EEM Add-On | |
|---|---|
|
|
Expert
Expert is a web-based knowledge management application.
| Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower system, you can consider the voice of customers when evaluating their journey in your organization.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
*Europe availability is hosted from the UK.
GenAI Prompt Editor
CXone MpowerGenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that utilize them.
GenAI Prompt Editor is available in all regions.
Guide
CXone Mpower Guide allows you to create engagement rules that strategically offer proactive guidance as visitors navigate your website. By knowing the struggle points on your website, you can design engagement rules that reduce struggle scenarios, improve conversion rates, and achieve outstanding customer satisfaction. Additionally, you can create and display entry points for the digital Any channel, contact, or skill associated with Digital Experience. and other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. of your choice directly on your website. These entry points redirect visitors to the channel they select and get them connected with an available agent, knowledge base article, or bot A software application that handles customer interactions in place of a live human agent..
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
IEX WFM Integrated
IEX WFM Integrated provides scheduling, forecasting, and other workforce management tools for large enterprises. It runs in the CXone Mpower 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions 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.
| Cloud Hosting Regions for Enhanced Strategic Planner Add-On |
|---|
|
Interactions Hub
CXone Mpower Interactions Hub is a centralized application designed to streamline contact center compliance and risk management. By leveraging analytics and automated workflows, it identifies and mitigates compliance violations.
| Cloud Hosting Regions (NICE Model) |
|
|---|---|
|
|
Integration Hub
Integration Hub allows you to automate processes by providing a centralized source for building, managing, and executing integrations from CXone Mpower into third-party platforms.
| Cloud Hosting Regions |
|---|
|
MAX
MAX is the CXone Mpower-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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Monitoring Gateway
Monitoring Gateway provides you with visibility and health monitoring data for your CXone Mpower 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 tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system., for your customers, or both. -
Voice Quality Metrics: Displays near-real time data for quality of voice calls in CXone Mpower. 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
These features within Voice Quality Metrics have separate regional availability:
-
Continuous SIP call monitoring.
-
Continuous WebRTC session monitoring.
-
CXone Mpower Voice Diagnostics integration.
| Continuous SIP Call Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Continuous WebRTC Session Monitoring Cloud Hosting Regions | |
|---|---|
|
|
| Voice Diagnostics Integration Cloud Hosting Regions |
|---|
|
Multi-ACD (Open)
Multi-ACD (Open) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise. Third-party telephony systems are configured in the Admin application.
| Cloud Hosting Regions | |
|---|---|
|
|
My Zone
The My Zone app offers user-tailored information about WEM applications within a single app.
| Cloud Hosting 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 Mpower agent applications and a partner application. Directory Sync allows agents to use MAX
| Cloud Hosting 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 Mpower 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.
| Cloud Hosting Regions | |
|---|---|
|
|
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.
| Cloud Hosting Regions | |
|---|---|
|
|
Personal Connection
Personal Connection is the CXone Mpower outbound dialing solution. It delivers calls to agents in their agent application.
| Cloud Hosting Regions | |
|---|---|
|
|
Quality Management
Quality Management loads directly within the CXone Mpower main web portal. It offers flexible tools that help supervisors and managers monitor and improve agent performance.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Recording and Interactions
Recording loads directly within the CXone Mpower main web portal. It enables recording of interactions including voice, agent screen, or both, for compliance or quality management. Recording rules are configured in the Admin application. The recordings are accessed in the Interactions app.
| Cloud Hosting Regions | |
|---|---|
|
|
| Supported Browsers | |||
|---|---|---|---|
| Chrome | Firefox | MS Edge | Safari |
| Y | Y | ||
| Requirements for all supported browsers: |
|||
|
CXone Mpower applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone Mpower applications for details. CXone Mpower applications that support MicrosoftEdge only support the version of Edge based on Chromium. Legacy Edge is not supported, but Chromium Edge does have a Legacy Edge mode that can be used. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
|||
Reporting
The Reporting app loads directly within the CXone Mpower main web portal. It offers configuration and management of contact center reports.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Salesforce Agent
Salesforce Agent is a CXone Mpower 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.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
CXone Mpower Real-Time Translation
CXone Mpower 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.
Studio (Desktop)
Studio is an application that allows users to:
- Create and manage scripts for omnichannel contact routing, Transcription, IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or 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 Mpower.
- Configure agent assistant applications, such as Real-Time Interaction Guidance, in the Agent Assist Hub action.
| Cloud Hosting Regions | ||
|---|---|---|
|
|
|
Studio
Studio is a visual scripting tool used to customize contact routing in CXone Mpower. Studio is the new, browser-based version of the desktop application. You can access it from the CXone Mpower platform.
| Cloud Hosting Regions | |
|---|---|
|
|
Supervisor
Supervisor is a browser-based application that opens directly in the main CXone Mpower web portal. It lets supervisors monitor and interact with agents and view their performance in real time.
| Cloud Hosting Regions | |
|---|---|
|
|
Tenant Management
Tenant Managementis used by CXone Mpower Support personnel to create, manage, and support CXone Mpower tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. It can also be used by enabled partners to perform these tasks for tenants belonging to their customers. Tenant Management is not typically used by contact center end users or administrators.
| Cloud Hosting Regions | |
|---|---|
|
|
TTS and Transcription Services
CXone Mpower Cloud TTS Hub
Cloud TTS Hub allows you to use text-to-speech services provided by other platforms in CXone Mpower. It currently supports Google TTS service and Amazon Polly.
| Cloud TTS Hub Hosting Regions | |
|---|---|
|
|
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 Mpower Continuous Stream Transcription does not support Google custom voice models.
| Continuous Stream Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower Turn-by-Turn Transcription does not support Google custom voice models.
| Turn-by-Turn Transcription Cloud Hosting Regions | |
|---|---|
|
|
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 Mpower.
Virtual Agent Hub is available for FedRAMP. The bots integrated through VAH are outside of the CXone Mpower boundary, therefore you are responsible to learn about your bot's integration.
Voice Biometrics Hub
Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometrics provider. See the Voice Biometrics Hub documentation to view supported providers.
Voice Biometrics Hub is available in every standard region. Ask your voice biometrics provider or consult their documentation to see if they have any regional limitations.
Workforce Intelligence
The Workforce Intelligence (WFI) app loads directly within the CXone Mpower main web portal. It lets administrators automate actions in the contact center based on business rules they define.
WFI is available for FedRAMP Moderate.
Workforce Management
The CXone Mpower Workforce Management (WFM) app loads directly within the CXone Mpower main web portal. It offers tools to manage and forecast employee schedules.
| Cloud Hosting Regions | |
|---|---|
|
|