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Omnichannel Agent Desktop

Omnichannel Agent Desktop - Optimize Your CX

Agent Desktop: Complete, unified & AI-powered.

Consolidated agent experience for fast, personalized service.

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Empower agents before, during and after interactions.

Enable personal service

Empower your agents to provide personalized service with customer data available at their fingertips.

Increase performance and retention

Improve agent experience with increased visibility into contextually relevant data that reduces effort and handle time.

Master any interaction

Handle any interaction on any channel, at any time with a unified workspace, that provides complete view of customer journey.

Revolutionize agent experiences

Put AI to work to help your agents make intelligent decisions that create iconic experiences.

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Empowered agents

The CXone Agent (CXA) applications offer an all-in-one native agent desktop tool. CXone Omnichannel Agent Desktop offerings include integrated or embedded versions that offer the same functionality and integrate seamlessly into CRM apps such as Salesforce, Microsoft Dynamics, Zendesk and others plus Microsoft Teams. With simplified implementation, CXone Agent offerings come with pre-built integrations that empower agents to deliver faster, more personalized customer service and improved agent experiences.

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AX = CX

Give your agents, supervisors and administrators the tools they need to provide exceptional customer service and achieve performance goals, while automating tedious tasks.

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Prepared agents in the new contact center.

Learn how prepared agents can deliver what customers want and need in order to have a great experience with a company by getting it right the first time.

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Right tools – right time

Agents have a complete picture of the customer journey with visibility of data across any source. A dynamic agent workspace that provides exactly the right tools and coaching, in the moment - when it counts.

Driving intelligent actions

Create more effective agents with AI driven assist tools for real time guidance, providing proactive knowledge delivery, task automation, and more.

Continuous growth & improvement

Keep agents happy by providing unbiased, expedient, automated coaching and feedback.

Unified inbox

Deliver all interactions to agents in one simple, easy to manage inbox from any channel, for more efficient handling.

Flexible deployment options

Deploy in your CXone instance, your CRM or web browser, without sacrificing functionality or the familiar experience your agents are used to.

“With CXone Performance Management dashboards, agents can see their important KPIs in real-time. We’ve also built dashboards for directors and managers – they get a higher-level view of arrival patterns, performance, and a real-time view of how their agents are doing.”

David Ernest
Manager, Contact Center Technology, Sunrun

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

Omnichannel Agent Desktop: FAQs

NICE CXone Agent is a comprehensive native agent application with a unified workspace, designed to help manage customer interactions efficiently. It enables agents to handle multiple interaction types including calls, chats, emails, SMS, social media and over 30+ digital channels available.

Key features include omnichannel capabilities (voice, email, chat, SMS, 30+ digital channels), advanced omnichannel routing and queuing, real-time analytics, workforce management, quality management, automation, Enlighten AI, and integrations with CRM systems.

Yes, NICE CXone Agent is a cloud-based contact center solution, which means it is hosted and accessed over the internet, offering scalability, flexibility, and reduced IT overhead.

CXone provides over 30 digital channels including: voice, chat, live chat video, email, SMS, Social media (private and public) such as Facebook, X, Instagram, LinkedIn; Messaging apps, such as Facebook Messenger, WhatsApp, Apple Business Chat, and more.

It improves the customer experience by empowering agents with tools in one workspace, to handle interactions across multiple channels seamlessly, access to all the relevant customer information in real-time and historically, analytics to optimize performance and customer satisfaction.

Yes, NICE CXone Agent offers integrations with various CRM systems, workforce management tools, analytics platforms, and other enterprise applications to ensure smooth operations and data synchronization.

NICE CXone Agent is suitable for organizations of all sizes and i ndustries that require a scalable and flexible contact center solution to enhance customer interactions, improve agent productivity, and drive operational efficiencies.

Can NICE Cxone Agent help with remote and hybrid workforce management?
Yes, NICE CXone Agent supports remote and hybrid workforce management through features like virtual desktop integration, real-time monitoring, and flexible scheduling capabilities.

NICE CXone Agent provides various support options, including online resources, user guides, training materials, and technical support from NICE CXone’s customer service team.