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The NiCE CXone handover providers connect Cognigy.AI with NiCE CXone, enabling end users to reach human agents in a NiCE CXone contact center. Cognigy.AI supports two NiCE CXone handover providers depending on your installation’s integration with NiCE CXone at the platform level. Only one option is available at a time: either NiCE CXone (Integrated) or NiCE CXone (Non-Integrated). Follow the setup instructions for the relevant provider:

NiCE CXone (Integrated)

For Cognigy.AI installations with platform-level integration with NiCE CXone.
  • No additional credentials required.
  • A NiCE CXone channel is created automatically through the platform-level integration.

NiCE CXone (Non-Integrated)

For Cognigy.AI installations without platform-level integration with NiCE CXone.
  • Requires Tenant ID, Business Unit ID, and API credentials from NiCE CXone.
  • A BYOC (Bring Your Own Channel) channel is created in NiCE CXone.
Last modified on May 21, 2026