Omnichannel Agent Desktop

Agent Desktop: Complete, unified & AI-powered.

Consolidated agent experience for fast, personalized service.
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Empower agents before, during and after interactions.
Enable personal service
Empower your agents to provide personalized service with customer data available at their fingertips.
Increase performance and retention
Improve agent experience with increased visibility into contextually relevant data that reduces effort and handle time.
Master any interaction
Handle any interaction on any channel, at any time with a unified workspace, that provides complete view of customer journey.
Revolutionize agent experiences

Put AI to work to help your agents make intelligent decisions that create iconic experiences.

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Empowered agents

The CXone Agent (CXA) applications offer an all-in-one native agent desktop tool. CXone Omnichannel Agent Desktop offerings include integrated or embedded versions that offer the same functionality and integrate seamlessly into CRM apps such as Salesforce, Microsoft Dynamics, Zendesk and others plus Microsoft Teams. With simplified implementation, CXone Agent offerings come with pre-built integrations that empower agents to deliver faster, more personalized customer service and improved agent experiences.

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Empowered agents
AX = CX

Give your agents, supervisors and administrators the tools they need to provide exceptional customer service and achieve performance goals, while automating tedious tasks.

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AX = CX

Give your agents, supervisors and administrators the tools they need to provide exceptional customer service and achieve performance goals, while automating tedious tasks.

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Prepared agents in the new contact center.

Learn how prepared agents can deliver what customers want and need in order to have a great experience with a company by getting it right the first time.

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Right tools – right time

Agents have a complete picture of the customer journey with visibility of data across any source. A dynamic agent workspace that provides exactly the right tools and coaching, in the moment - when it counts.
Driving intelligent actions

Create more effective agents with AI driven assist tools for real time guidance, providing proactive knowledge delivery, task automation, and more.

Continuous growth & improvement

Keep agents happy by providing unbiased, expedient, automated coaching and feedback.

Unified inbox

Deliver all interactions to agents in one simple, easy to manage inbox from any channel, for more efficient handling.

Flexible deployment options

Deploy in your CXone instance, your CRM or web browser, without sacrificing functionality or the familiar experience your agents are used to.

“With CXone Performance Management dashboards, agents can see their important KPIs in real-time. We’ve also built dashboards for directors and managers – they get a higher-level view of arrival patterns, performance, and a real-time view of how their agents are doing.”
David Ernest
Manager, Contact Center Technology Sunrun
Related Resources
White Papers

3 Ways to Empower Contact Center Agents and Deliver Exceptional CX

Imagine you’ve received a phone call from the company you buy contact lenses from. Your prescription is about to expire, the agent tells you, and it is difficult to get an appointment to renew the prescription quickly

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Resource Library
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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