Industry Intelligence for NICE CXone
Smart CTI Connector for NICE — Full Call Control, Inside Your Existing Systems
Your agents live in Epic or CRMs. The Smart CTI Connector for NICE CXone brings complete NICE CXone call controls directly into those interfaces — no toggling, no context loss, no wasted time. This powerful NICE CTI integration helps agents stay focused on customer conversations while working inside the systems they use every day.
17+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Customer Retention Ratio
NICE CXone Call Controls, Embedded
Where Your Agents Already Work
Agents working in CRMs or Epic don’t need to leave these systems just for a call. The Smart CTI Connector delivers seamless NICE CRM integration by embedding NICE CXone CTI connector capabilities directly into business applications — enabling uninterrupted interactions with no loss of context.
Call controls like answer, hold, transfer, and wrap-up embedded right in your preferred business system.
Agent state control and call disposition management from within the same interface through a unified NICE CTI connector
Single Sign-On support eliminates repeated login friction across systems
Screen Pops That Surface
the Right Record, Every Time
Whether patients are calling healthcare providers or customers are reaching out to businesses, Smart CTI Connector functions as a powerful NICE call center integration, automatically matching caller identity to the right profile and presenting it through intelligent screen pops.
Automated CRM screen pop on every inbound interaction with record loads before the agent speaks
Record mapping connects incoming ANI to the correct profile through seamless NICE CRM integration
Screen transfer carries the matched record with the call when interactions are escalated or routed
One-Click Actions That Eliminate Manual Effort
Every second an agent spends on manual tasks is a second away from the interaction. Smart CTI Connector streamlines workflows through advanced NICE telephony integration, compressing post-call work and mid-call actions into single clicks while reducing AHT and minimizing errors.
- Click-to-dial initiates outbound calls directly from patient records
- Automated call logging captures interaction details the moment the call ends
- Special notes allow agents to tag interactions in real time without leaving active call screen
Configurable for the Way Each Industry Operates
Smart CTI Connector gives operations teams the flexibility to build screen pop workflows, configure phone number formats, and extend integrations to match the specific requirements of their environment.
- Unique screen pop workflows configurable per queue, interaction type, targeted segment
- Custom phone number format configuration eliminates manual reformatting and reduces lookup failures
- Flexible gadget UI customization to match branding, department structure, and operational requirements
Omnichannel Connectivity, Without Leaving the Primary Workspace
Whether inquiries come by voice, chat, or digital channels, Smart CTI Connector serves as a comprehensive NICE contact center integration solution. It integrates with the NICE CXone panel to support both voice and digital interactions while keeping agents in a single workspace.
- Seamless integration with the NICE CXone panel for voice and digital interaction management via NICE CTI
- Agents handle omnichannel interactions from within the same CRM or core system interface
- Supports modern NICE contact center solutions by unifying customer engagement channels within one interface
100+ Integrations. Built for
Regulated, Data-Intensive Environments.
With 100+ third-party integrations and additional customization capability, Smart CTI connector works with the tech stack your organization has already invested in.
Healthcare: Epic for patient record screen pops and click-to-dial within clinical workflows
Banking, Credit Union: Jack Henry, Fiserv, FIS, Corelation for member and account data surface on every interaction
Automotive: CDK Global for customer profile and vehicle record access embedded in dealership contact center workflows
Additional third-party integrations available beyond standard installation to extend agent context further
Our Featured Integrations
CRM / ITSM
Healthcare
Banking & Credit Union
Automotive
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