Agent Workspace Advanced (Enhanced Customer Card)

This page is for administrators. If you're an agent, learn about using Agent Workspace Advanced (Enhanced Customer Card) in NiCE CXone Agent Workspace (Browser Extension) (Agent Integrated).

Agent Workspace Advanced (Enhanced Customer Card) (ECC) is a contact center-focused desktop solution designed to provide agents with customer information, interaction history and association, click-to-contact functions, and customer notes to help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

ECC extends the capabilities of the existing Agent Workspace (Browser Extension) (Agent Integrated) experience by aggregating all customer interactions and data into a single, seamless interface. This solution ensures conversation continuity, enabling superior customer engagement. It includes the following features:

• Unified customer profile and interaction history.

  • Aggregates all customer interactions across voice and digital Any channel, contact, or skill associated with Digital Experience (DX). channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. into a single view.

  • Enables seamless conversations across channels without disruption.

  • Equips agents with context to personalize service, reduce repetition, and drive faster resolutions.

• Enhanced agent experience:

  • Embedded customer data, interaction history, and agent notes.

  • Click-to-contact functionality across various communication channels.

• Designed to integrate with NiCE CXone applications.

For more information about Agent Workspace Advanced (Enhanced Customer Card), see:

• Configuring Enhanced Customer Card

• Element Descriptions, Enhanced Customer Card