NiCE CXone Studio

NiCE CXone Studio Studio is a web-based interface that offers workflow programmers a wealth of pre-built components called Actions that facilitate low-code creation and maintenance of routing flows for all interaction channels.

Advanced Actions include the ability to add, for example, an Action that uses Estimated Wait Time to fine-tune routing or to add Virtual Hold (the ability to disconnect a call and create a callback that will execute when an agent is available, which avoids extensive wait times for the caller).

In addition, the Studio interface also provides easy access to API actions from within the Studio interface.

NiCE CXone both exposes and consumes APIs (REST and SOAP). Within Studio, NiCE CXone can call APIs from systems like CRMs or other third-party data sources that can be used for sophisticated routing.

This can include the push and pull of data into these third-party applications. NiCE CXone also exposes a large set of REST APIs that can be used in many different areas of the platform – Agent, Patron, and Reporting APIs, to name a few. The NiCE CXone APIs are easy to use within NiCE CXone using the framework portion within Studio. With this feature, there is no need to build out the entire API because the framework will only require the variable inputs. Customers can make API calls in the NiCE CXone Developer portal to test and understand API input and outputs.