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CXone Smart Agent

Your Agents Deserve a Smarter Interface.

Overview

The CXone Smart Agent is a customizable and intuitive agent interface designed for NICE CXone. It seamlessly supports both legacy and modern DFO digital channels, empowering agents to work more efficiently and deliver exceptional customer experiences.

See How CXone Smart Agent Works

Integrated Contact Control: Manage all customer interactions from a single, unified interface—whether it’s phone, chat, email, voicemail, or work items. Access recordings and transcripts, add notes and dispositions without switching applications.
Data Memorialization with Copilot AI Autosummary: Automatically capture and store your CXone interaction data in Salesforce—complete with call recording links and AI-powered autosummaries for faster insights and analysis.
Screen-Pop Management: Customize data display for agents with screen pops on any Salesforce object. Show targeted info, create dynamic URLs via scripts, and enable automatic navigation for faster, more efficient workflows.

Features: • Voice • Legacy Chat/Email/Work Item • Modern DFO/Digital Channels • Copilot Autosummary • Omnichannel - Multiple contacts at the same time. • Personal Connection Dialer • Click-to-Call • Screen Pops • Customizable Automated Call Logging • Audio Notifications • Integrated Softphone • Hide Unavailable Codes • Customizable System Actions • Agent Reporting • Customizable Events - (On Disposition, Call End, Status Change etc.) • Flow Support • Pre-Populate New Objects • Required Who / What • Support Lightning Events to communicate with Lightning Components • Transfer to a Logged-Out Users