Cloud-based omnichannel support, advanced routing and automation, strong compliance features, analytics, workflow management, tailored for brokerage client service desks.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
NICE CXone supports ticket creation as part of its omnichannel help desk workflow management. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Automated and manual ticket assignment is a core function in NICE CXone via its advanced routing. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket prioritization is supported per documentation, allowing prioritization based on client and issue. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization is available for analytics and workflow customization. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
CXone offers ticket status tracking (open, closed, pending) for all tickets. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
NICE CXone enables bulk actions as part of mass updates or editing. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are supported to tailor forms for brokerage industry. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Merge/split ticket workflow options are supported in advanced case management. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Pre-defined ticket templates for common issues are supported as part of workflow automation. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated ticket routing is a core CXone strength using AI/skills-based assignment. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support (files, images) is available. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Ticket update notification is included; clients and agents receive alerts on status changes. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
A full ticket activity/audit log is maintained per compliance requirements. |
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Email Integration Two-way ticket communication via email. |
CXone supports two-way email integration for ticket communication. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Live chat is supported via embedded web chat and integrations. | |
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SMS Notifications Notification and response support via SMS. |
SMS notification and interaction is available for clients. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call interactions can be logged as part of omnichannel tracking. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
CXone integrates with social media for support workflows. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses can be configured using workflow automation. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support is a core offering of CXone. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Clients can access a web portal to create/track tickets. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Feedback management is supported for post-interaction surveys. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Service Level Agreement (SLA) breach notifications and proactive comms are supported. |
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CRM Integration Direct integration with customer relationship management systems. |
Direct CRM integration, e.g. Salesforce, is available. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
RESTful API access is documented for NICE CXone. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks are supported for event-driven integrations. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Integration with knowledge base platforms is supported. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Active Directory and SSO integration (SAML, OAuth) supported. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Scheduling and calendar integration available (Outlook, Google). | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
CXone integrates with BI/reporting tools (Power BI, Tableau) for reporting. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Third-party chatbot integration available via open API. |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automatic ticket assignment is driven by skills-based routing. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows are fully supported and configurable. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template actions can be triggered by agents for common responses. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules are configurable and used in SLAs. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement and reminders included. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate ticket detection is part of the case management logic. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled/time-based actions and updates available. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows can be built for compliance. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Automatic follow-up reminders can be configured. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing is automated for ticket/agent distribution. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards are prominently featured in the platform. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
A custom report builder is part of CXone analytics. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Data exports in various formats (CSV, PDF, Excel) are available. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Automated and scheduled reporting is supported. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance is tracked and reported on dashboards. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT (Customer Satisfaction) tracking included in customer feedback workflows. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis of issues and ticket volume over time is included. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
End-to-end encryption mentioned in security and compliance documentation. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control can be defined for different system roles. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Comprehensive audit logging is included to support compliance requirements. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
GDPR/CCPA compliance tools and features are highlighted for brokerage clients. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Configurable data retention policies for compliance support. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication supported for secure platform access. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting options available as part of security configuration. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout controls can be configured. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Data masking of sensitive information is available in the UI and reports. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response and monitoring tools are part of CXone compliance feature set. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive web UI is a documented product feature. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboard layouts are available for users. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk ticket actions are available in list views. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
No information available | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode or theme options are available. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessibility features (WCAG compliance) are part of NICE CXone design standards. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across all ticket and client data is available. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
UI is designed for intuitive navigation and rapid agent uptake. | |
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Notification Center Centralized alert and reminder system for all events. |
Notification centers for alerts and reminders are a main UI element. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base for agents and clients is available. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI/ML-powered article suggestions offered as part of self-service. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Clients can access solutions and submit tickets via self-service portal. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community support forums are referenced as part of NICE's support ecosystem. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics help optimize the knowledge base. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
End-user feedback and ratings on knowledge base articles is supported. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control for knowledge articles is available. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base/articles are supported. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Brokerage branding for logo and colors is supported. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domains are supported for client portals. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Notification and system emails can be fully customized. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields are available for brokerage-specific tracking. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-label options available for full branding per brokerage. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflow creation and adaptation are enabled in CXone. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization of the UI for different regions/languages. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud SaaS deployment is the standard NICE CXone model. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
On-premise deployment is available for financial institutions with strict data requirements. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundant data centers and failover operations are described in reliability documentation. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Disaster recovery plans are documented and tested as part of NICE's enterprise offerings. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Platform supports seamless horizontal scaling for users and tickets. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Native mobile apps for agents and clients are available for iOS/Android. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance window configuration is possible for operational flexibility. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
NICE offers 24/7 global vendor support. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers are assigned for client escalation. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation and onboarding assistance is included in the package. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and live/recorded sessions are provided as standard. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration support is available for onboarding from legacy platforms. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development and integration projects can be contracted. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
A help center/knowledge base is provided for self-service. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums are available for peer assistance. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Vendor SLAs for uptime and response/resolution are provided. |
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