NICE inContact CXOne

Integrating Balto with NICE InContact CXOne ensures seamless real-time guidance and call monitoring for your contact center. This setup leverages Balto widgets within NICE Studio to synchronize call actions with Balto’s AI capabilities. Using admin access, you’ll work with your Balto Implementation Manager to import the provided widget file and apply it to your call scripts. This process, which typically takes about an hour, enables Balto to activate and deactivate based on call events such as answering, transferring, or releasing.

For inbound scripts, widgets like “Balto-Start-Onanswer” and “Balto-Stop-Onrelease” are applied to corresponding call actions, while outbound scripts use global variables for start and stop triggers. Each script requiring Balto integration must have the relevant widgets configured to ensure accurate data flow. If needed, disposition values can also be added to your Balto Cloud reporting for deeper insights. Balto’s team will guide you through each step to ensure a smooth and effective deployment.