Call Center Software Frequently Asked Questions (FAQ)
Product FAQs
What is Agent Assist Hub?
Agent Assist Hub is a centralized solution within the NiCE CXone ecosystem that brings together all the tools, guidance, and real-time intelligence agents need to deliver exceptional customer experiences. It’s designed to eliminate silos, reduce complexity, and give agents a single place to access what matters most—when it matters most.
Agent Assist Hub doesn’t just support agents, it empowers them. By unifying applications, surfacing contextual insights, and delivering real-time assistance, it transforms the agent desktop into a strategic experience hub.
How does it work?
Agent Assist Hub integrates directly with NiCE’s real-time guidance tools, automation systems, and knowledge resources. From a single interface, agents can:
View customer context and interaction history
Receive AI-powered recommendations and suggested next steps
Access knowledge base content and policy guidance instantly
Trigger workflows, update cases, and complete tasks in fewer clicks
Stay aligned with compliance and quality standards as they engage customers
It’s a command center that helps every agent feel in control, informed, and equipped to resolve issues with confidence.
What makes it different from other agent tools?
Unlike disconnected CRM plug-ins or fragmented desktop apps, Agent Assist Hub is built as part of the NiCE platform. That means it shares data with your workforce management, analytics, automation, and AI systems—so guidance is relevant, actions are aligned, and everything just works together.
This seamless integration gives agents the clarity they need to focus on people, not processes.
How does this create a NiCE world?
In a NiCE world, agents have what they need, when they need it. Agent Assist Hub is the digital workspace that supports every interaction, adapts to every situation, and makes great service feel effortless.
Create an intelligent world, where your agents work smarter and customers feel the difference.
See how it works in action
Want to see how Agent Assist Hub improves the agent experience?
