CXone Mpower 1CX is a business communication platform that provides voice, video, and chat communication within an organization. It's a unified messaging solution that enables users to access their communications from all channels, including voicemail, email, and SMS, in one location. It's a version of the product made by 3CX that integrates with CXone Mpower. It is not available as a standalone product.
To configure 1CX for your system, contact your CXone Mpower Account Representative.
For information about using the platform, see the 3CX documentation:
Supported Features
Presence
In 1CX, users are marked with a colored icon that indicates their current availability status. This lets other users know if they are available to interact with. In addition to showing if the user is engaged in a call or meeting within 1CX, the user's 1CX presence is synchronized with their Agent, MAX, or Salesforce Agent status. If a user is handling an interaction in the agent application, their 1CX status will indicate that they are unavailable. Users can also manually adjust their status.
Meetings and Calls
You can use the CXone Mpower telephony solution or bring your own carrier (BYOC) for local DID, national, and international calling. Users can use softphone, hard phone, web portal, and mobile apps for calls. Each 1CX user has a dedicated phone number. These numbers can be provided by NiCE or you can port them over if your users already have dedicated phone numbers.
Tools are available for meeting presenters to make the meeting more engaging and interactive. These include a blackboard for live annotations and polls. Presenters can choose to stream meetings to YouTube for a wider audience.
Meetings can include audio, web conferencing, and video. Users have standard controls in 1CX meetings, including audio and video toggles, hand raising, screen sharing, and the ability to leave the meeting. They can also customize their experience in the meeting settings, including device settings, video background settings, notification settings, and so on. 1CX offers full integration into Microsoft Outlook 365, Google Calendar, and other calendar solutions. Users can also send meeting invitations using a copied link or QR code.
Messaging
1CX users can send instant messages and DID text messages to users within the 1CX platform. Messages can be direct one-on-one communications or group messages.