NiCE CXone Agent Workspace (Agent) Integrations How To

There are several ways to integrate NiCE CXone Agent Workspace (Agent) with a CRM.

  • Scripting using CRM APIs: This is the original way to integrate the agent application with a CRM. It requires custom Studio scripting by either the customer or NICE Expert Services. This is still fully supported with all NiCE CXone Agent Workspace (Agent) applications.

  • NiCE CXone Agent Workspace (Agent) Workflows: This is the newest way to integrate with external CRMs. This method uses Amazon ElastiCache to allow for more results and is not limited by NiCE CXone Studio. Workflows can be used to:

    • Search, retrieve, create, and update CRM records/objects for the authenticated CRMs.

    • Create a current interaction record: Create a record that contains information about the contact the agent is currently handling.

    • Deliver the information gathered from the CRMs into the various NiCE CXone Agent Workspace (Agent) applications.

    • Set up Data Memorialization: When a field is changed in NiCE CXone it updates the CRM.

    • Set up Dynamic Data Mapping: Display CRM data fields to agents in the customer card in NiCE CXone Agent Workspace (Agent).

    • Information can also be used for routing in Studio. ​

NiCE CXone Agent Workspace (Agent) Workflows currently supports the following CRMs out of the box:

  • HubSpot

  • Kustomer

  • Microsoft Dynamics

  • Oracle

  • Salesforce

  • ServiceNow

  • Zendesk

  • Pega (developed using the NiCE CXone SDK)

Other CRMs may be supportable on request. Ask your NICE Account Representative for more details.