OpsTel + NICE CXone

OpsTel is an official NICE CXone partner, delivering purpose-built Operational Assistant solutions that extend and enhance your CXone environment. From agent empowerment to back-end automation, we help CXone customers unlock new levels of efficiency, agility, and service excellence.

10+ million CX interactions enhanced

Through OpsTel Operational Assistants deployed in CXone environments

<30 day deployment average

Time to deliver functional OpsTel modules within CXone

100% CXone aligned

All modules designed exclusively to enhance NICE CXone environments

99.99%

availability

Cloud-native architecture built for reliability and resilience

Trusted NICE CXone Partner

Recognized as an official NICE CXone development partner

OpsTel + NICE CXone SOLUTIONS

OpsTel and NICE CXone partner to help contact centers drive operational excellence, agent empowerment, and smarter customer interactions. We do this through modular, cloud-native innovations that enhance your CXone environment.

OPERATIONAL TRANSFORMATION

OpsTel helps CXone customers improve operations with automation and streamlined processes:

• Intelligent reskilling and staffing

optimization

• Automated provisioning of CXone

users and configurations

• Simplified data migrations and

environment setup

• Proactive diagnostics to reduce

downtime and service gaps

AGENT & CUSTOMER EXPERIENCE

Our Operational Assistants integrate with CXone to boost productivity and CX impact:

• AI-powered Agent Assistance inside

the CXone desktop

• Faster onboarding and smarter skills

management

• Simplified data migrations and

environment setup

• Consistent support across inbound,

outbound, and digital channels

IMPLEMENTATION & INTEGRATION

OpsTel supports CXone customers with solutions that accelerates

their value:

• Rapid deployment of Opstel modules

within CXone

• Integration with CRM, Teams, WFO,

and other third-party tools

• Tailored configuration of assistants for

unique needs

• Admin and supervisor focused CXone

training & enablement

SUPPORT & OPTIMIZATION

OpsTel provides continuing value for CXone customers:

• Dedicated solution architects for CXone environments

• Regular platform health checks and optimization guidance

• Flexible support options, including on-demand diagnostics

• Continuous enhancements aligned with the NICE CXone roadmap

OpsTel + NICE CXone INSIGHTS

Eliminating repetitive tasks that drain contact center operation resources

CHALLENGE: Call Taker capacity planning is a manual task that is prone to human error, costly and time consuming. To make matters worse, human errors result in significant rework.

SOLUTION: The OpsTel's Tempoary Queue/Skill Management solution eliminates repetitive tasks and human error by automating the contact center capacity planning and implementation. Operations staff are empowered to adjust Call Taker call flow configurations and schedule recurring temporary skills adjustments through the solution's user interface.

RESULTS:

- Immediate benefit of lower costs through the elimination of repetitive tasks

- Automation removes 50% or more of current operating expenses

- Increases Call Taker utilization

Leveraging existing technology solutions to optimize workforce management

CHALLENGE: Every time a new software is recommended by someone from the business or contact center operations, the IT organization has to spend time evaluating. The evaluations usually require a costly and time consuming effort that takes technical manpower we can't afford and months to validate. The results that come from most of these evaluations usually require a substantial investment in people, additional server technology and more. These demands put a huge burden on the contact center IT support team. It disrupts our current and ongoing workflow and causes us to overwork our staff or miss our pre-committed promised deadlines.

SOLUTION: The OpsTel's Tempoary Queue/Skill Management solution software currently leverages existing platforms like Cisco, Genesys and NICE CXone to name a few. The out of the box, feature rich product can be turned up in days with minimal training required. These applications are implemented into production grade test labs or production environments.