FAQ
General Customer Experience & Contact Center FAQs
General FAQ: Your Questions Answered
Looking for quick answers? You’ve come to the right place. Our General FAQ section provides clear, concise responses to the most common questions about NiCE products, solutions, support, and services.
Whether you're exploring how our AI-powered platform works, need help with account setup, or want to understand more about our customer experience tools, this hub is designed to guide you. We've organized FAQs by topic to help you find the right answer fast—no need to dig through long documents or support threads.
Learn more about how NiCE products fit into your business Troubleshoot common issues Understand technical features and terms Discover best practices for setup, management, and optimization
Start exploring below or jump directly into a specific category to find what matters most to you.
General Customer Experience & Contact Center
A chat bot is an AI-powered tool that automates customer interactions via text or voice.
A call center handles voice calls, while a contact center manages interactions across multiple channels.
Yes, customers increasingly prefer messaging apps for convenience and faster responses.
Customer experience is critical for retention, loyalty, and brand differentiation.
Speech analytics extracts insights from customer conversations to improve service and identify trends.
Frustration is detected using tone analysis, keywords, and behavioral cues.
It transcribes and analyzes calls to identify recurring themes and customer sentiment.
Surveys can be delivered via email, SMS, IVR, web links, and in-app prompts.
Customer service is practiced through empathy, timely responses, and effective problem-solving.
Great customer experience leads to higher satisfaction, loyalty, and business growth.
CX encompasses all interactions a customer has with a brand across channels.
Happy agents provide better service, reducing turnover and improving CX.
A virtual assistant is an AI-powered tool that helps users complete tasks via voice or chat.
Chat bots handle scripted tasks; virtual assistants use AI for more complex interactions.
An Automatic Call Distributor routes calls to the most appropriate agent or department.
AI is the broader concept; machine learning is a subset that enables systems to learn from data.
The cloud refers to servers accessed over the internet to store, manage, and process data.
First Call Resolution (FCR) measures the ability to resolve issues on the first interaction.
Key KPIs include FCR, average handle time, CSAT, and agent occupancy.
Yes, going digital improves reach, efficiency, and customer satisfaction.
Digital transformation is adopting digital technology to improve business operations and customer engagement.
Improve CX through training, AI tools, analytics, and process optimization.
Core principles include empathy, responsiveness, product knowledge, and accountability.
Inbound centers handle incoming contacts; outbound centers initiate contact.
A unified queue consolidates all customer contacts into a single stream for efficient routing.
Routing directs customer inquiries to the best-suited agent or department.
A blended contact center handles both inbound and outbound interactions.
AI assists with automation, insights, routing, and improving customer interactions.
Focus on personalization, speed, mobile optimization, and omnichannel access.
A digital journey is the path customers take through digital interactions with your brand.
It enables innovation, scalability, and better customer outcomes.
They include self-service, assisted service, proactive service, and omnichannel support.
Quality management focuses on evaluating agent performance, while QM analytics uses data and AI to identify patterns and optimize quality processes.
A digital experience platform enables businesses to deliver seamless, personalized customer interactions across digital channels.
CXone Mpower offers built-in redundancy, failover protocols, and cloud infrastructure to maintain operations during outages or disasters.
FedRAMP is a U.S. government security standard for cloud services. NiCE maintains FedRAMP Authorization at the Moderate Impact Level (Package ID: FR1704655535) and was the first CCaaS provider to achieve authorization. NiCE CXone Mpower offers more than 35 FedRAMP-authorized applications.
Calibration aligns evaluators on scoring standards to ensure consistency and fairness in quality assessments.
Supporting digital channels meets customer preferences, increases efficiency, and provides more flexibility in service delivery.
Hybrid cloud combines on-premise systems with cloud capabilities to offer flexibility, security, and gradual cloud adoption.
Virtual Assistants integrate with CXone Mpower to automate common interactions and assist customers and agents in real time.
Performance management is a proactive approach to improving outcomes, while reporting provides historical data for review.
PCI Level I is the highest security certification, required for larger volumes of transactions; CXone Mpower meets these standards to protect payment data.
RESTful APIs in CXone Mpower allow secure, flexible integration with external systems to exchange data and trigger workflows.
CXone Mpower APIs enable developers to connect, customize, and extend platform functionality through secure web-based interactions.
QM, or Quality Management, is the process of monitoring and improving agent performance to enhance service quality.
Multichannel offers multiple communication methods without integration; omnichannel unifies them for seamless customer experiences.
Workforce Optimization (WFO) includes scheduling, quality, and performance tools; Workforce Management (WFM) focuses specifically on forecasting and scheduling.
CXone Mpower supports voice, email, chat, SMS, social media, and bots; the right mix depends on your customer preferences.
NiCE CXone Mpower ACD is cloud-based and supports omnichannel routing, unlike traditional voice-only systems.
QoS prioritizes traffic to ensure optimal performance for voice and video; NiCE CXone Mpower offers QoS configuration for high service reliability.
Maintain consistency through coaching, performance monitoring, and customer-focused processes.
Use feedback, analytics, and agent training to refine customer journeys and resolve pain points.
Performance dashboards, QA evaluations, and speech analytics reveal areas needing improvement.
Track metrics like CSAT, AHT, FCR, agent occupancy, and adherence to measure performance.
Use post-interaction surveys, CSAT scores, NPS, and customer feedback channels.
Yes, if the number is SMS-enabled, customers can send and receive messages.
It’s the process of crafting intuitive, engaging, and seamless customer journeys across digital channels.
A digital experience manager oversees strategy and optimization of all digital customer touchpoints.
Use live chat, self-service options, personalized content, and fast response times.
Focus on empathy, resolution speed, personalization, and multichannel support.
Track KPIs like handle time, after-call work, utilization, and schedule adherence.
It ensures consistent service, helps identify gaps, and promotes continuous improvement.
Websites improve CX by offering intuitive navigation, quick answers, self-service, and contact options.
Optimize UX, unify data, personalize journeys, and provide seamless channel switching.
Engage through proactive messaging, personalized content, and interactive tools.
Key KPIs include FCR, CSAT, AHT, NPS, SLA compliance, and agent utilization.
Offer career growth, fair scheduling, recognition, and tools that reduce stress.
Use data to tailor messaging, product recommendations, and support based on customer behavior.
WFM tools provide real-time forecasting, automation, and scalability that spreadsheets can’t match.
It refers to all interactions a customer has with your brand across the lifecycle.
Identify key touchpoints, gather feedback, and visualize interactions to uncover gaps.
Divide total contact center costs by the number of calls handled in a given period.
Track the percentage of issues resolved on first contact using call logs and customer feedback.
