Omnichannel routing, interactive voice response, workforce optimization, analytics, automated quality management, compliance recording, and client journey mapping specific to wealth management and brokerage services.
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. |
Ticket creation is a standard for help desk products; NICE CXone offers omnichannel ticket and case handling. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Ticket assignment by skills/routing engine is part of omnichannel routing. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket prioritization is available through workflow and routing customization. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization by type/department is core to ticket and case management modules. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Status tracking across the ticket lifecycle is supported. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
No information available | |
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Custom Ticket Fields Support for custom data fields in tickets. |
No information available | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
No information available | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
No information available | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated routing (rules-based or AI-powered) is a core promise of CXone omnichannel functionality. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment of files (e.g., forms, compliance documents) is supported for case/ticket management. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated ticket update alerts/notifications are part of the platform's communication suite. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Ticket and agent activity logs (audit trails) are provided for compliance-focused financial clients. |
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Email Integration Two-way ticket communication via email. |
Email integration (two-way) is supported as a communication channel. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Live chat and chat integration supported in the omnichannel experience. | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications and responses supported as part of the omnichannel suite. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call logging and voice interaction records are key platform features. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
CXone integrates with leading social channels (e.g., Facebook, Twitter) for client contact. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses via IVR, chatbots, and workflow rules. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support available for global enterprises. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Web-based client portal for ticket submission/tracking as part of self-service. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client satisfaction surveys (CSAT/NPS) supported for feedback collection. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLA notifications and deadline alerts to clients. |
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CRM Integration Direct integration with customer relationship management systems. |
Direct integrations with CRM platforms (e.g., Salesforce) are standard modules. | |
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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. |
APIs are documented and used for customer integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks are supported for event notifications and integrations. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base integration available within the broader NICE ecosystem. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single Sign-On support listed (SSO, including SAML, Active Directory, etc.). | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar and scheduling integrations as part of workforce optimization and appointments. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Analytics modules offer export and reporting tool integrations. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Chatbot integrations possible with NICE partners and APIs. |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment via rules/skill-based routing. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows can be configured for ticket journeys. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template actions are available (one-click actions for agents). | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules easily defined for service desk workflows. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement with reminders/alerts. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate ticket detection via automation/AI in many CXone deployments. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions (notifications, updates) available in workflow builder. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows can be created for internal compliance requirements. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders engine is part of automation suite. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing (automatic load distribution) available. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards included in analytics modules. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder is available for analytics. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Data export to CSV, Excel, PDF supported. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled reporting modules for regular, automated analytics delivery. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Tracks agent performance with built-in analytics suite. | |
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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 collection and tracking supported for service quality measurement. | |
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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 included in analytical dashboards. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
End-to-end encryption is standard for financial services deployments. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control is essential for compliant operations. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Audit logging is built for compliance—including financial sector needs. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
GDPR, CCPA, and similar compliance tools referenced in Financial Services documentation. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Configurable data retention policies implemented for compliance. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication available for secure access. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting capabilities provided for platform control. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout controls available for security compliance. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Data masking of sensitive PII/financial data mentioned for compliance. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response and breach monitoring/reporting features available. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive/adaptive UI supported (for desktops, tablets, smartphones). | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards for agents and managers. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions supported on ticket lists and queues. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts supported in agent desktop for efficiency. | |
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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/night mode supported for agent experience. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessibility for WCAG compliance is a design principle for NICE inContact. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search available across tickets and knowledge base. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
UI and navigation designed for minimal friction; noted in user reviews. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification center for tickets, calls, tasks. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base is offered as embedded/self-service module. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered suggestions present in self-service and agent assist tools. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service client portal available for solution look-up and case tracking. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
No information available | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics included in knowledge base reporting. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Feedback on knowledge base articles collected for quality improvement. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version history maintained for articles within knowledge base editor. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base available for global financial institutions. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Branding (custom logos/colors) is configurable for portals and interfaces. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain hosting available for enterprise clients. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Email templates are customizable for all automated notifications. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom fields supported extensively for enterprise ticket data needs. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-labeling (full rebranding) can be provisioned on enterprise/NICE CXone. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflow modules allow tailoring to industry use-cases. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization (regional settings, language/date/time) supported. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
CXone is intrinsically a secure, multi-tenant SaaS platform. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
No information available | |
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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. |
Redundancy and failover features are standard for finance sector readiness. | |
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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 and documentation are stated as standard for regulated industry solutions. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Horizontal scalability (user/ticket scaling) is a core SaaS feature. | |
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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. |
CXone offers mobile agent/manager apps and responsive design. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows are client-schedulable or communicated in advance. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
Vendor offers 24/7 support as a key feature for financial industry clients. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account management is available for enterprise clients. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation support (onboarding, migration) provided by NICE as standard. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Comprehensive training (live/recorded) part of onboarding. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration from legacy systems is offered as a paid service. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development (professional services) available upon request. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Knowledge base/help center is available for end users and admins. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community forums available for user-to-user engagement. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs clearly defined for uptime, response, and support. |
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