Third-party channels are those Channels that are integrated into the Cloud Services, but are not owned or operated by NiCE. These Channels are integrated via the third-party platform APIs to transfer communications and other necessary data to the Cloud Services so that Customers may communicate with their End Users.
Third-party Channels include:
Apple Apps Reviews
Apple Messages for Business
Facebook and Facebook Messenger
Google Places
Google Play
Instagram and Instagram Direct Messenger
Line
LinkedIn
Microsoft Teams
Slack
Telegram
Viber
WhatsApp
X (formerly Twitter) and X Direct Messages
YouTube
Third-Party Channel Terms of Use
By enabling use of Digital Experience with any third-party Channel, Customer authorizes NiCE to access Customer's accounts with such third-party platform. Customer is solely responsible for complying with any relevant terms and conditions of the third-party platforms and maintaining appropriate accounts in good standing with the providers of the third-party platforms. Customer acknowledges and agrees that NiCE has no responsibility or liability for any third-party platform, including, without limitation, any beta releases or pre-release features of a Third-Party platform, or how a third-party platform uses or processes End User or Customer data after it is exported to such third-party platform. NiCE does not guarantee that the Cloud Services will maintain integrations with any third-party platform, and NiCE may disable integrations of the Cloud Services with any third-party platform at any time with or without notice to the Customer.
Customer represents and warrants that Customer has agreed to the terms of use associated with any third-party Channels and has created, or has authorized NiCE to create on Customer's behalf, a third-party Channel account in accordance with such terms of use, which govern Customer's use of such third-party Channel account. The third-party Channel provider is solely responsible for the third-party Channel provider’s network, functionality, and APIs.
Applicable third-party Channel provider terms of use, and other related policies, including but are not limited to:
Subject to the applicable third-party Channel provider terms of use, the third-party Channel provider may suspend use of a particular Channel upon their sole discretion. NiCE may suspend use of a particular Channel in the event there is any misuse of that service or non-compliance with the third-party Channel provider terms of use.
Delivery Time
“Delivery Time” means:
for inbound: the time it takes from when third-party Channel data is received by NiCE at network point (B) until the Contact is available for routing at point (D).
for outbound: the time it takes from when data is received from agent (point C) until Digital Experience emits a call to the third-party Channel API (call from point B to (A).
Diagram flow
Delivery Time excludes any processing caused by a third-party application including but not limited to Workflow Automation, Studio, BOTs, Language Translation, Sentiment or Intent Analysis or any other processing that interrupts or intervenes in the flow of contact and message delivery.
The SLA for Delivery Time of third-party Channels is twenty (20) seconds. The following are excluded from the SLA:
Definitions
Digital Experience (DX) means the services of the NiCE Cloud Services (ACD) focused on the management of digital interactions
“Customer” means Customer of NiCE
“End User” means the client of the NiCE Customer
“Agent” means a human or virtual Agent (BOT) who sends messages intended for an End User
“Channels” means the various digital services, Chat, Email, SMS, Messaging, Social Media, or other communication channels integrated to the Cloud Services through Digital Experience. Channels may be operated by NiCE or third-party vendors
“Message” represents a single communication in a single direction between End User and Customer, as part of a Contact
“Contact” is the instance of communication between an End User and a Customer that includes at least one (1) Message
Failure of third-party Channel connectivity
Failure of third-party Channel data coverage and availability
Failure of third-party or Customer to grant access to account or data
Failure caused by third-party suspension of use
Failures caused by third-party Channel change or malfunction
If the remedy of a third-party Channel change is technically possible and reasonable, and can be resolved solely by NiCE, this would be resolved following the NiCE Support Policy
If there is a complete malfunction of third-party Channel functionality offered by NiCE for longer than thirty (30) days, the Customer will be entitled to a credit for any charges related to that Channel only (e.g. they are not entitled to credits on the ACD, Agent Seat or other CXone applications).
Discontinuation of third-party service
Integrations to Channels developed by third-parties via the Digital Experience APIs (e.g. Bring Your Own Channels).
