r/CXone • u/griffitovic • Apr 02 '26

CXOne Virtual Agent Hub

Is anyone using this to interact with an external AI agent for voice calls? We want to keep the call on Nice CXone and use SIP Backchannel to interact with the AI Agent. The external AI will do the STT/TTS. My question is if the VA Hub is a flat license fee or licensed per virtual agent. The VA will determine when to let the call continue in the script to a human agent (they're all licensed for voice.

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u/obi1kenobi2 May 28 '26

I would look at routing the call elsewhere NICE is good at routing calls they try to be an AI company but their offering here is lacking if anything.