NiCE CXone for ACE

Contact centers running on NiCE CXone handle a high volume of customer interactions across every channel — and keeping that activity properly documented shouldn't slow your agents down. AI Conversation Expert (ACE, formerly RingSense) integrates directly with NiCE CXone to handle that automatically, capturing and organizing every call the moment it happens.

As soon as an interaction ends, ACE logs the details and matches it to the correct customer or account within NiCE CXone — removing the need for agents to manually search for records or log notes after the fact. ACE also brings NiCE CXone names and records into its own platform, making it easy to filter, search, and report on customer interactions without switching between systems.

Activity tracking is enhanced as well. ACE connects activity between NiCE CXone and ACE, giving supervisors and agents a clear, connected timeline of every customer interaction. Agent actions are tracked automatically, and progress can be monitored directly within ACE — so teams always have full visibility into how each interaction and case is progressing.

Key benefits:

1. Interactions automatically logged and matched to the correct NiCE CXone customer or account
2. NiCE CXone records brought into ACE for streamlined filtering and reporting
3. Activity synced between systems for a complete, real-time timeline
4. Automatic tracking of agent actions across every interaction
5. A unified, accurate view of every customer relationship without manual upkeep

With ACE and NiCE CXone working together, contact centers spend less time on admin and more time delivering great customer experiences.