Product FAQs

What are the key features of Agent Assist Hub?

Agent Assist Hub brings together the most critical tools, insights, and automation agents need to perform at their best. It’s not just a workspace—it’s an intelligent command center that helps agents handle every customer interaction with confidence, speed, and precision.

Built into the NiCE CXone ecosystem, Agent Assist Hub combines real-time support, unified workflows, and smart automation to streamline the agent experience and improve outcomes across every channel.

What features power Agent Assist Hub?

Here are the core capabilities that make Agent Assist Hub essential for modern contact centers:

  • Real-time guidance, offering context-aware suggestions and knowledge during live interactions
  • Unified desktop interface, consolidating tools, data, and systems into one cohesive workspace
  • AI-driven automation, enabling faster resolutions and fewer manual steps
  • Customer context display, pulling in interaction history, sentiment, and relevant data
  • Compliance alerts and policy prompts, keeping agents aligned with standards as they work
  • Integrated workflows, connecting seamlessly with WEM, analytics, and CRM tools
  • Omnichannel support, guiding agents across voice, chat, messaging, and digital channels
  • Performance visibility, allowing supervisors to monitor agent behavior and optimize support

These features are tightly connected, allowing agents to focus on solving problems instead of navigating systems.

What makes these features different?

Unlike legacy desktops or third-party add-ons, Agent Assist Hub is purpose-built to support NiCE's AI-powered platform. That means everything is connected—from the knowledge base to workforce management, performance insights, and automation flows.

Agents spend less time switching between screens and more time delivering exceptional service.

How does this create a NiCE world?

In a NiCE world, agents aren’t overwhelmed—they’re equipped. Every feature in Agent Assist Hub is designed to support them in real time, helping them respond faster, solve more, and create experiences that feel effortless for the customer.

Create a guided world, where agents feel empowered and every customer interaction delivers value.

See how it works in action

Want to explore the full feature set of Agent Assist Hub?

Product FAQs