Real-Time Audio streaming ("RTA streaming") enables the transmission of voice interaction audio out of the CXone Mpower platform (“the Cloud Service”), while those voice interactions are in progress, with the express intent of integrating external systems into the real-time audio processing flow. RTA streaming capabilities include the Agent Assist Hub, the Virtual Agent Hub, the Voice Biometrics Hub, and the legacy capability to conference external parties into an interaction via the Cloud Service’s Studio scripting.
For interactions (whether entire calls or call segments) that include integrating a third-party system or service into the processing flow using an RTA streaming capability, the third-party is responsible for licensing RTA streaming and is responsible directly to NICE for all RTA streaming consumption fees (via DevONE). For the purposes of integrating a third-party system to the Cloud Service, Customer is prohibited from licensing RTA streaming on behalf of that third-party without the express written consent of NICE.
For interactions (whether entire calls or call segments) that include integrating a system or service designed, built, deployed, and maintained by Customer (i.e. not a third-party) into the processing flow using an RTA streaming capability, Customer is responsible for licensing RTA streaming and is responsible for all RTA streaming consumption fees.
Some RTA streaming capabilities, especially conferencing via the Cloud Service’s Studio scripting capability, may also be used to integrate additional human agents into an interaction. For interactions (whether entire calls or call segments) that include integrating one or more human speakers into the interaction (conference, transfer, etc.), RTA streaming licensing does not apply. In such cases, there are no additional consumption fees, other than those associated with provisioning the platform, such as ports, SIP trunks, etc.
