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CXone Mpower Desk FAQs
Agent Desktop Workspace
One workspace. Everything you need.
CXone Mpower Desk is an all-in-one workspace that brings data, conversations, and workflows together in one place. Connect front and back-office teams, simplify work, and keep every moment moving.
Desk is a workspace that connects front-line agents, back-office employees, and specialists across the organization, enabling real-time collaboration and unifying every step into a single, intelligent flow.
Bring every tool, conversation, and insight together in one smart workspace. Help agents move faster, work smarter, and deliver experiences that feel effortless.
Handle every customer inquiry in one place. Create, prioritize, route, and track conversations across channels. No toggling, no guesswork.
Guide agents in the moment with clear, visual prompts that adjust to the conversation and customer’s needs as they happen.
Bring your front and back office together. Shared dashboards, real-time views, and customer histories keep everyone on the same page.
Combine customer data from everywhere into one clear view. Spot patterns, close gaps, and understand the full journey in real time.
Prioritize and engage prospects intelligently, with complete lead information, dynamic segmentation, and automated workflows.
The world’s best brands trust NiCE to power 15B+ interactions a year
Level up performance
No more ticketing in one tab, notes in another, and scripts somewhere else. Desk puts everything in one place, so your team can focus on delivering standout customer experiences.
Unify your CX operations with a unified agent workspace that connects ticketing, lead management, customer data, scripting, and AI-powered guidance — all within one customer service desktop. Empower reps, streamline workflows, and elevate every interaction.
First, by helping your agents provide faster, more effective service thanks to AI-assisted guidance and scripts, centralized access to data and tools, and streamlined workflows between the front and back offices. Second, by personalizing interactions based on comprehensive insights into each customer’s omnichannel contact history.
With Desk, you can organize, prioritize, and act on prospect data through a centralized database. Agents have access to complete lead profiles – with their entire interaction history and preferences – enabling targeted engagement. Dynamic segmentation and automated workflows guide follow-ups and next-best actions, while unconverted leads are intelligently recycled. And integration with SmartReach ensures every outreach initiative is high-impact and regulation compliant.
Yes, as Desk provides a unified customizable interface for agents to create support tickets and manage customer inquiries. Tickets are linked with the relevant customer interactions, both voice and digital, and can be easily prioritized, routed to the appropriate back-office team, and tracked from assignment through resolution.
Absolutely. The solution includes open APIs and no-code customization to enable you to tailor the agent desktop to fit your needs, including user layouts, external data integration, consent management tools, and more. Desk was designed to seamlessly fit into the tech ecosystem of any contact center.
Not at all! Desk seamlessly integrates with third-party or homegrown CRMs and other systems of record, with no need to migrate or duplicate customer information. The solution’s centralization of data management and streamlining of CRM-based workflows improve accuracy, facilitate team collaboration, and enable customer experience personalization.
Streamlined delivery
Unified ticketing, workflows, and customer history accelerate resolutions.
Optimized productivity
Real-time visual guides, scripting, and automation help reduce handle time.
Personalized experiences
Centralized data and interaction histories enable tailored, context-rich customer experiences.
Flexible integration
Open APIs and no-code customization ensure a seamless fit into your tech ecosystem.
