Do I have to migrate off CXone?

No. CXone stays your contact center. Open is a SIP transfer destination in your Studio scripts.

Do I need extra CXone seats for the AI?

No. The AI is a SIP destination, not a CXone agent.

Can the AI escalate to my CXone agents?

Yes. SIP REFER returns the call to a CXone skill with the transcript attached.

Will the AI know who is calling?

Yes — Open uses the CXone Public API for caller context.

What does this cost on top of CXone?

NICE keeps invoicing seats and minutes. Open charges per resolved conversation.

Is the SIP signaling secure?

TLS and SRTP are both supported.

How do I route different numbers to different AI agents?

Map them in the Open dashboard, or branch in Studio to pick the right script per number.

How long does setup actually take?

Inbound is typically 20–25 minutes once the Studio script change is approved.

Contact Center

Open for NICE CXone

Add Open as a Studio SIP transfer in a CXone script and the AI picks up — CXone keeps owning skills, agents, and analytics.

Try now

Setup time: Under 25 minutes
Auth: Digest credentials or IP allowlist
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my NICE CXone contact center?

Yes. CXone Studio scripts support SIP transfer to external destinations; Open joins as that destination. Your skills, agents, and analytics stay in CXone.

NICE CXone remains the contact center. Studio scripts, skills, ACD routing, and the CXone Admin console all stay in place. Open joins as a SIP destination — practically that means a SIP transfer action in a Studio script that sends opted-in calls to Open. Everything else keeps working in CXone untouched.

For inbound, the cleanest pattern is a Studio script that, at a chosen branch (self-service exit, after-hours, overflow, intent classification), executes a SIP transfer to the Open SIP URI. CXone is still the controlling side; Open is just the destination on that branch.

For outbound, Open opens a SIP session against a CXone-supplied SIP termination URI using digest credentials. Outbound calls show in CXone reports with the caller IDs you have approved.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, plus the CXone Public API for caller lookups), and acts. When the AI needs a human, it warm-transfers back to a CXone skill via SIP REFER with the live transcript and detected intent attached.

Billing stays predictable. NICE keeps invoicing your CXone seats and any NICE-supplied carrier minutes. Open charges per resolved conversation, with no markup on CXone minutes and no extra seats needed for an AI front-line.

What stays the same on NICE CXone

CXone scripts and skills
Existing scripts, skills, and ACD rules stay in place.
CXone Admin console
You manage agents and routing the same way.
Reporting and recording
CXone reporting and recording continue. Open adds AI-side reasoning traces.
Numbers and caller IDs
Numbers and approved caller IDs stay on CXone.

What's new with Open

A SIP transfer action
On opted-in script branches, Open's SIP URI becomes the transfer target.
AI handles the conversation
The AI greets, listens, calls your tools, and replies in natural speech.
Transfers carry context
Escalations to a CXone skill receive the live transcript via SIP REFER.
Pricing model
Open per resolved conversation. CXone seats and minutes stay invoiced by NICE.

02 — Why this works

The native NICE CXone experience

Native Studio SIP transfer
Open plugs into Studio via the standard SIP transfer action — no custom code.
Per-script opt-in
Pick exactly which Studio scripts route to AI.
CXone Public API for context
Open uses the CXone Public API to look up callers and post call notes.
Warm transfer back to CXone skills
AI escalations come back into a CXone skill via SIP REFER with the transcript attached.

03 — Setup guide

Wire up NICE CXone in under 25 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → SIP
Open the inbound trunk configuration.
2
Pick a SIP region
Choose Global, US, EU, or APAC.
3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
4
Pick the Studio script branch
Decide which Studio script branch should route to AI.
5
Add a SIP transfer action
In CXone Studio: edit the script → add SIP transfer / TransferToHost action → enter Open's SIP URI.
6
Add the matching numbers to Open
Under Phone Number (DID), add the CXone DIDs that fronted the script.
7
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
8
Place a test call
Dial a CXone number, take the AI branch, and confirm Open answers.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for NICE CXone looks something like this. Yours are generated when you open Settings → SIP.

Inbound trunk · NICE CXone

Sample

SIP endpoint: sip.us.opencx.comUS region
Transport: TLSrecommended
Studio action: SIP transfer / TransferToHost
Username: open_inbound_cx…
Password: ••••••••••••••••

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ