NICE CXONE Services

We provide end-to-end development services related to NICE CXOne covering In- Contact Studio for building omnichannel scripts ( Voice, Chat, SMS, Email, Social Media etc). We are experts in snippet programming & building complex applications with REST API Integrations. In addition, we also cover routine CXONE administration optimization & troubleshooting for ACD, Dialers, WFM, CRM Integration etc.

NICE CXONE INContact Studio IVR Development

NICE InContact Studio scripting for developing call flows ( Voice, Chat, SMS, Email, social)

Inbound Voice IVRs with speech recognition & Text to Speech

Building Queuing scripting with Voice Mail, CallBack

Experts in InContact Studio Tools ( Standard, Voice Extra, Advanced, DataAccess, System, Events, Web, Speech, WFO, Personal connection, Automation & AI)

Snippet programming to develop complex logic.

Framework CXOne APIs development & integrations

REST API Integrations with studio scripts

Outbound Dialer scripting ( Proactive_XS)

CXOne API Authentication, Open ID, discovery URLs, and endpoint APIs.

NICE CXONE ACD Administration & MAX Agent Configurations

ACD User Configuration & User Management

ACD Skills configurations & optimizations ( Voice, Chat, Inbound, Outbound, others) & Campaigns configurations.

Dispositions, Unavailable codes, ACW, Point of Contact, Custom scripts, scheduling etc.

Hours of Operations, Workflow data configurations.

Outbound Skill ( Personal connection) configuration, Lists, Call suppression, DNC, Process Queues

Configure ACD Settings ( Stations, Station Profiles, Address Books, Quick Replies, Agent Patterns, Locations)

Business Units, Roles & Permissions, DB Connectors, Agent Messaging

MAX Agent Configurations & Troubleshooting

NICE CXONE Workforce Engagement services

Configure & optimise Quality Management ( Managing Forms, Quality Planner, category manager etc)

Develop Coaching, Tasks, Evaluations, Plans Monitoring, Performance Monitoring

Configure Calibrations, Self Assessments

Assist in Interaction management & Reportings ( Customer sentiments, Top categories etc)

NICE CXONE Personal Connection - Outbound Dialer

InContact Studio Voice outbound ( Personal connection) scripts - Development, troubleshooting & optimisation.

CXOne API Integration with Proactive XS scripts,

Proactive XS – Dialer & Personal connection scripts, Dialer integration with CRM/Backend for automated list management, Pulling lists and updates.

REST API integration of Dialer with the data warehouse to build custom reports.

NICE CXOne - CRM ( Salesforce, serviceNow) integrations

Salesforce, Zendesk, & other CRM Integration, screen pop configuration, MAX agent integration.
Integration of CRM with IVR scripts to fetch data from backend services for client authentication, balance inquiry, account status & credit card payments etc.

NICE CXONE Data, Analytics, DashBoards

Develop New Dashboards, Widgets,

Manage Dashboards

Develop New Report Templates

Develop ACD Custom Reports, Schedules, Headers