Integrated ACD and IVR, unified omnichannel routing, analytics, workforce optimization, and automation. Insurance-specific capabilities include compliant interaction recording, claims status automation, and policy servicing workflows.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
CXone markets a unified omnichannel platform supporting voice, chat, email, SMS and social in a single agent interface. | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agents can handle simultaneous voice, chat, SMS, and social sessions from the single CXone Agent application. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
The CXone MAX/Agent UI shows complete interaction history regardless of channel. | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
Digital channels include Twitter, Facebook, Instagram via CXone Social; supports monitoring and responding. | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
CXone uses AI-based skills and context routing across channels. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
Digital Email channel automatically classifies and routes email (parses headers/body). | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS supported natively in CXone Digital. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Conversation context preserved when customer switches from chat to voice and vice-versa. | |
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Mobile App Support Supports customer contacts through mobile apps. |
SDK for in-app messaging and mobile push is offered; supports mobile app contacts. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
IVR, virtual agent and knowledge self-service portals provided. |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
Skills-based and proficiency routing are core ACD capabilities. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
ACD automatically assigns interactions based on load and skills. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority and VIP queues configurable in CXone routing rules. | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Callback (customer requested) is standard CXone function. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Studio workflow designer allows full customization and automation. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Studio/Workflows enable rule-based escalation to supervisors or queues. | |
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Load Balancing Distributes inquiries evenly among available agents. |
Load balancing across agents and sites is inherent to cloud ACD. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
Every interaction/case is tracked end-to-end in Interaction Details. | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
CXone reports and alerts monitor response/resolution SLAs. | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
Automated status notifications can be sent to customers/agents. | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
Closed interaction records remain searchable for compliance. | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
Tags and custom dispositions available for filtering/reporting. | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
No information available | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
Agents can add notes and attach files to interactions. | |
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Audit Trail Records all actions and changes made to a case. |
System logs all changes for compliance (audit trail). |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
CXone Expert provides a built-in searchable knowledge base. | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
Enlighten AI suggests articles/macros to agents during calls/chats. | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
Knowledge base supports document upload and version control. | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
Contextual prompts delivered based on intent/screen. | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
Knowledge articles can be authored/served in multiple languages. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
Approval workflow exists before publishing articles. | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
Dashboards show views and helpfulness—usage metrics. |
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Open API Access Provides documented APIs for integration with third-party systems. |
Developer portal exposes REST APIs and Web-services. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Certified adapters for Salesforce, MS Dynamics, ServiceNow, etc. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
Vertical collateral references integrations with policy & claims systems via APIs. | |
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Webhook Support Enables event-driven push notifications to external systems. |
Event notifications can be pushed via Webhooks. | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Scripting in Studio and custom modules supported. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
Bulk import/export of contacts, prompts and data available. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Real-time dashboards for queue/agent stats are core to CXone. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical analytics and trend reports available in Performance Management. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
Report Builder allows custom data views. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
Reports can be emailed or FTP’d on a schedule. | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Export to CSV, Excel, PDF is supported. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Users can click-through from summary to interaction detail (drill-down). |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
CXone Feedback Management triggers post-interaction surveys. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
NPS question type and dashboards included. | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT questions and trend tracking supplied. | |
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Feedback Management Central repository for storing feedback and complaints. |
Feedback stored centrally in Feedback Management module. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
Enlighten AI sentiment scoring for calls/chats. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
Negative survey responses can auto-open tickets/escalations. |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can listen/observe live interactions through Supervisor Tools. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Whisper, coach and barge-in options available. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Agent scorecards part of CXone Performance Management. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
Leaderboards/badges provided in the Gamification add-on. | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
Workforce Management tracks schedule adherence. | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
Alerts generated when SLAs or performance thresholds are breached. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
Data encrypted using TLS in transit and AES-256 at rest (per security whitepaper). | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Role/feature permissions configurable by profile. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
Compliance documentation cites GDPR and CCPA support. | |
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Audit Logging Detailed logs for compliance and forensics. |
Detailed audit logs retained for forensics/compliance. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
Supports SAML/OIDC SSO with Okta, Azure AD and others. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Retention rules configurable by interaction type and region. | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Holds SOC 2 Type II, ISO 27001, PCI-DSS certifications. | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Voice and screen recording redaction masks PII/PHI. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Geo-redundant architecture and backup procedures documented. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Multiple AWS regions/data centers provide geographic redundancy. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Cloud platform auto-scales based on demand. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Customers receive advance email/portal notifications for maintenance windows. |
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