NICE CXone consultants and integration specialists

Bring in hands-on NICE CXone experts to configure contact center workflows and connect customer systems. Specialists support new implementations and resolve issues in existing environments.

Your main contact

Sebastiano Piccinno · CEO

sebastiano.piccinno@digiventi.com +39 329 1529 720 Book a meeting with me

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What do you need help with?

Routing no longer matches service needs

Queues and IVR flows have become difficult to maintain as service requirements change. A CXone consultant reviews contact flows and configures routing around agent skills and escalation rules.

Agents switch between disconnected systems

Customer details and interaction records sit in separate applications. Integration specialists connect CXone with your CRM so agents can access relevant records and reduce duplicate entry.

Workforce planning needs closer attention

Staffing forecasts or quality reviews need dedicated configuration support. CXone specialists review workforce management settings and evaluation workflows against your contact center's operating requirements.

An existing contact center needs technical support

Call failures or integration errors are affecting daily service. CXone engineers investigate incidents and test corrective changes, while supporting planned releases or a move from an existing platform.

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Contact center configuration and routing

NICE CXone consultants configure voice and digital contact flows when launching a contact center or changing how enquiries reach agents. They review existing queue behaviour and translate service requirements into configuration.

Work covers ACD skill assignments and CXone Studio scripts, including IVR menus and escalation paths. Consultants can review routing logic before implementation, document dependencies, and test normal flows and exception cases. Digital channel configuration depends on the channels and licences included in your CXone environment.

CRM and contact center integration

Contact center integration specialists connect CXone to customer systems and investigate failures between applications. They assess connector coverage before proposing custom development.

CRM integration: Configure supported Salesforce or Microsoft Dynamics 365 connections, including screen pops and interaction logging. Map customer identifiers to reduce incorrect record matches.
API development: Build integrations using CXone APIs and OAuth 2.0 where supported. Implement error handling and retry behaviour, then test permission boundaries and recovery from downstream failures.

Workforce management and quality management

NICE CXone workforce management and quality management consultants configure the operational controls behind staffing decisions and interaction reviews.

Workforce management: Review historical data and forecasting assumptions. Configure scheduling rules and adherence settings to reflect working arrangements and service targets.
Quality management and reporting: Configure evaluation forms and review workflows. Validate reporting definitions against source interactions so supervisors can investigate discrepancies before using the figures for performance decisions.

Technical support and platform transition

NICE CXone support engineers investigate routing defects and integration failures, with telephony specialists examining SIP signalling and call-quality evidence where required. They reproduce reported behaviour and test corrective configuration or code changes.

For a platform transition, consultants map existing contact flows and identify dependencies before migration. They prepare cutover checks and rollback criteria, then support acceptance testing and post-cutover incident investigation. Ongoing support can include release-impact reviews and regression testing for changes to Studio scripts or connected applications.

Discuss your requirements

Selected work

Enterprise digital platform delivery for a European Qualified Trust Service Provider

A leading European trust service provider required senior technical and delivery capacity to manage the expansion of its national digital identity platform under strict regulatory deadlines. We deployed specialized consultants to support requirements scoping, AWS cloud architecture, and end-to-end integration workflows. The project was delivered on schedule, successfully rolling out compliant onboarding and biometric verification at national scale.

Digiventi in numbers

10+

Years of experience in the IT industry.

1.500+

Professionals

250+

Successfully completed projects.

Meet the Digiventi team

Senior specialists and the people who keep client work moving. They are the same people who answer when you get in touch.

Andreas Pettersson

CTO

Matteo Di Prima

Project Management and Consulting Coordination

Main contact

Sebastiano Piccinno

CEO

Our expertise across technologies

Our network covers a wider range of technologies, including the platforms below.

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