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Key benefits of the CXone agent

Key benefits of the CXone Agent

MAX has been retired

Contact Center MAX has reached its end of life and is no longer supported. As you transition to CXone, you'll get a modern replacement with a fresh design, enhanced usability, and suite integrations.

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Differences between MAX and CXone agent

Feature	Legacy MAX	CXone agent
Launch method	From the app launcher	As a progressive web app from the desktop taskbar
Agent status change	Two clicks to set agent status	One click to set agent status
Chats and emails	Treated as cases	Managed like other contacts in the assignment panel
Omnichannel capability	Cannot initiate multiple digital channels	Unified omnichannel inbox
Post-call work	Not centralized	Centralizes post-call tasks in the Outcomes panel
Conferencing	Basic conferencing without advanced consultation	Private consultations with new participants before adding them to the conference
Real-time communications	Standard voice preferences with no Chrome extension	Chrome extension WebRTC and a voice preference for Azure Communications Service (ACS)
Help access	Access location is different	Relocated to top menu

Usability improvements

Single display for voice and digital interactions
Applications that share the same code base, providing a consistent experience
Workflows that provide pre-built connections to CRMs and third-party systems
Single customer card that offers agents a full view of the customer journey
Responsive design, letting you resize the application
Support for mobile devices and embedded AI applications

Omnichannel capabilities

A unified omnichannel inbox, letting agents interact with multiple digital channels
Advanced conference calling, including private consultations before adding customers to a conference

Broadens access and increases service quality

Launch directly from the desktop taskbar as an app
A Chrome extension to enhance WebRTC support
Configure voice preferences for Azure Communications Service (ACS)

Saves time

One-click status change
Favorite unavailable states
Centralized post-call work, like dispositions, notes, and tags, within the Outcomes panel
Chats and emails are managed in one place like any other contact through the assignment panel

Frequently asked questions

What are the different agent applications in the CXone agent suite?

The CXAgent Workspace (Agent) Suite offers multiple agent applications:

Agent Workspace (Agent), the standalone, browser-based agent application
A progressive web app
A browser extension
Embedded inside the following applications:
- Kustomer
- Oracle
- Microsoft Dynamics
- Salesforce
- ServiceNow
- Zendesk
- Microsoft Teams

How should I refer to CXone Agent?

Although we call it the CXone agent for short, you may see it referred to as the Agent Workspace (Agent), its official name. When installed as a progressive web app, it is called the Agent Workspace (Agent) Progressive Web App.

What are the requirements for using the CXone Agent?

You’ll need:

A User Hub system (It doesn’t work with Central.)
Enabled dynamic delivery for your tenants and business unit
Digital Experience (DX) setup to use digital channels, such as chat, email, and SMS
Enabled unified routing for your business unit
Enabled ACD Users View, Skills View, and API Access for agents

What channels does CXone agent support?

Omnichannel Routing (ACD) voice
Omnichannel Routing (ACD) voicemail
Omnichannel Routing (ACD) work items
All Digital Experience (DX) channels
CXone agent does not support ACD email, chat, or SMS.

Does CXone agent have all the same features as MAX?

CXone has most of the same features, plus more. Additional MAX features will be added in future releases, like the agent logging out when the browser window closes.

Is CXone agent available for FedRAMP Moderate?

Yes, all CXone agent applications are available for FedRAMP Moderate.