NiCE CXone
NiCE CXone contact center delivered by BluIP
NiCE CXone answers, routes and resolves large volumes of customer contacts across voice, chat and digital channels from one platform. BluIP delivers, integrates and supports CXone, so the call and the customer's details reach the agent together.
BluIP at a glance
- 99.999% uptime
- 2,900+ integrations with business systems
- Since 2011 in business communications
How it works
Every call, chat, text and email reaches the right agent
CXone handles calls, chats, text messages and email on one platform. Each contact is distributed to agents according to the rules you set, using skills, language, priority and history, and goes to the agent most likely to resolve it. Blending is fully supported, so one agent can work calls and digital contacts. The agent's desktop opens with the customer record already loaded.
Add the analytics option and AI reviews every recorded conversation, scoring what the customer wanted, their tone and any required compliance wording. A manual quality program reviews only a small sample. Historical data then guides staffing and routing decisions.
Your connected systems add the rest. When a hotel guest calls, the agent who picks up already has the reservation from the property management system (PMS).
Call
Chat
Text
Your routing rules
Real timeEach contact is distributed to an agent
With the analytics option, AI scores every recorded conversation
What changes for agents and supervisors
Your agents spend less time searching and more time helping
Shorter handle times
Agents no longer switch between several apps to answer one question. The customer record, the history and the help article sit on one desktop, so notes and follow-up happen during the call.
Coaching built on real calls
Supervisors review the moments AI flags across thousands of calls. Coaching sessions start with specific call clips, so agents hear exactly what to change.
Licenses billed with your phone service
Phone service, CXone licenses and support are billed together, so a single bill replaces the separate ones from each supplier.
Callers don't have to explain themselves again
When the customer's details reach the agent with the call, the caller does not have to explain again. See the full cloud contact center service.
Deployment options
Choose the CXone setup that matches your systems
The systems your company already uses decide which build fits.
CXone on BluIP phone service
The core build. Licenses, setup, integration and voice service are covered by a single agreement, with backup paths and failover in the call path.
Best for: Contact centers that want the platform and the phone lines supported by the same team.
CXone with custom integration
For teams whose older systems have no ready-made connector. Our developers build custom connectors; for one customer, we built SMS logging straight into CXone records.
Best for: Teams running a property management system (PMS), electronic health record (EHR) or ticketing system that standard connectors cannot reach.
CXone with Cloud PBX and UCaaS
Contact center agents work in CXone while the rest of the company uses BluIP's Cloud PBX and UCaaS business phone system.
Best for: Mid-size and large companies that want the contact center and the office phones to share numbers and directories.
Compare the platforms
NiCE CXone or Cisco Webex Contact Center?
BluIP delivers both. The choice usually comes down to what your business already runs.
Swipe sideways to see every column
CXone fits best where routing is complex, where compliance depends on scoring every call and where reservations or patient access teams need advanced automation. Webex fits best where your team already uses Cisco on the desktop and wants to manage it from the same console. We also deliver Cisco Webex Contact Center.
Who it's for
Where NiCE CXone does its best work
These four situations are where CXone fits best.
Central reservations and guest services for hotels
Hotels run reservations and guest services from one central location, giving guests 24/7 coverage. When hold times climb at peak demand, routing by language, customer value and history gets the most important calls answered first.
Patient access and scheduling
Clinics and health systems use CXone for scheduling, reminders and after-hours calls, with clinical and urgent calls sent straight to staff. Security and retention settings follow your policy.
Enterprise companies with multiple locations
Customers calling any of your locations should get the same information. Routing across all your sites ends the transfer loop that internal directories create.
Quality programs driven by compliance
When regulators, brand standards or legal risk require proof, you need every call recorded, scored and searchable.
When CXone is more than you need
A single site with two people answering calls does not need CXone. Cloud PBX, with call groups and voicemail, costs less and does the job. If Cisco already runs your desktop, meetings and calling, Webex is usually the better fit.
Scoped before pricing
What your CXone rollout looks like
- 1Consult and scopeWe review your routing, systems and call volume with your team before pricing anything.
- 2Map your integrationsWe map your PMS, CRM and service apps to the agent desktop.
- 3Build and configure workflowsWe build queues, skills, call outcomes and reports to your rules.
- 4Test with your teamSupervisors and agents run live scenarios before anything switches over.
- 5Move your numbers and switch overYou move off your on-site hardware with a way to roll back if needed. The switch is scheduled outside business hours.
- 6Tune after go-liveWe tune routing and staffing plans against real data in the first 90 days.
Reliability and support
The same team supports your phone lines and CXone
BluIP holds 99.999% uptime, and a single support line covers your phone lines and CXone.
Agents keep their phone numbers, and routing is tested before the switch. Our customer retention rate is 99%.
99.999%
uptime
2,900+
integrations
99%
customer retention
About BluIP
BluIP is a licensed telecom provider that builds its own software: Cloud PBX, contact center and AIVA, our AI receptionist for voice, text and chat. Founded in 2011, BluIP serves hotels, health systems, restaurants and large enterprises across North America, including 2,200+ hotels, with 99.999% uptime.
Frequently asked questions
Common NiCE CXone questions
Contact us for pricing. We share pricing after a short discovery call.
On the call, we look at how many agents you have, the channels you want and how much integration work your systems need. There is no on-site hardware to buy and no maintenance contract for it. BluIP scopes all of it before you sign.
CXone leads on routing depth and analytics. Webex leads when your business already runs on Cisco.
NiCE CX AI scores 100% of recorded calls, which suits programs driven by compliance, and NiCE Cognigy extends automation into conversational workflows. Webex shares an administration console with Cisco calling, video and collaboration. It also includes the Cisco AI Assistant. We deliver both and recommend the one that fits your setup.
No. Cloud platforms update continuously, so there is no end-of-life replacement like the one on-site systems face.
NiCE ships new features often, and they arrive without a hardware refresh or an upgrade project. What changes is your setup: routing, workflows and reports need a fresh look as call volume and customer needs shift. BluIP reviews them with your team.
Yes. We connect CXone to many property management systems (PMS), including Oracle OPERA Cloud and OPERA 5, and to Salesforce, ticketing tools and patient scheduling in electronic health record (EHR) systems.
Our platform has 2,900+ integrations, and our developers build connectors where none exist. Explore the integrations layer to see what connects and what each connection lets an agent do.
Your numbers move to BluIP, and we handle the porting, so nobody has to coordinate three vendors on the night of the switch.
We review your current agreements during planning and time the move around the renewal dates that matter. Phone service takes days if you take new numbers and a few weeks if you keep your numbers (porting).
Yes. The desktop runs in a browser, so monitoring, coaching and reporting work the same on site or at home.
Supervisors see the live queue, listen in, coach agents privately during a call, join calls and move agents between queues mid-shift. Licenses grow with headcount, with no hardware to add. Mobile access keeps escalations moving when a supervisor is away from the desk.
Recording, retention, role-based access and audit trails are set to your policy and reviewed with your security team.
BluIP completes vendor assessments and data handling reviews during the project. Access is set by role, and recordings are kept under the retention rules you set.
Yes. Most teams get voice working well first, then add chat and messaging once routing and reporting are stable.
CXone already handles chat, text and email, so adding a channel does not mean a new platform. Your routing rules decide which agents take it, and agents keep working from one desktop. Automation and AI-assisted workflows run on the same platform when you are ready for them.
Book a working session with BluIP.
Bring your call data from a busy week. We will show you how CXone would route those calls, with the people who would support your team after go-live.
Before committing
Bring your three worst hours of the week
Include how many calls were waiting, how many callers hung up and what your agents saw while it happened. We will show you how NiCE CXone routes those calls and what it takes to get there.
