Overview
Enhance your NICE CXone contact centre with the Optus SMS Suite. Seamlessly integrate local SMS, branded Sender ID, and Click-to-Call functionality using the CXone SMS channel or REST APIs. Deliver better customer experiences while managing your messaging services through a single, consolidated Optus bill.
Key benefits include
- Improve message delivery using a trusted local SMS provider with Australian carrier connectivity.
- Protect sensitive data with secure, Australian-hosted infrastructure that supports data sovereignty requirements.
- Simplify billing with a single, consolidated Optus SMS Suite invoice.
- Enable Click-to-Call by using voice-capable mobile numbers (MSISDNs) for seamless customer interactions.
Before you begin
One-to-one messaging (supporting two-way conversations) requires a Digital First Omnichannel licence, while one-to-many messaging (sending the same message to multiple recipients) requires NICE CXone Personal Connection - please contact your Optus Account Manager to obtain the appropriate licence.
How the Integration Works
The Optus team will provision the connection between the Optus SMS Suite and the NICE CXone solution for you. Once that is completed, you simply choose ‘Optus SMS’ from the Channel Name in your CXOne Call Centre instance when sending messages.
FAQ’s
What is the NICE CXone BYOC SMS Middleware?
Answer: The NICE CXone BYOC (Bring Your Own Channel) SMS Middleware allows the NICE CXone platform and Optus’ enterprise messaging platform to interoperate, enabling organisations to securely send and receive SMS directly from within NICE CXone.
What does the middleware do?
Answer: The middleware acts as the integration layer between NICE CXone and the Optus SMS Suite messaging platform. It securely routes SMS messages between the two platforms, allowing agents and automated workflows to communicate with customers using SMS.
Do I need to use Optus as my SMS provider?
Answer: Yes. The middleware is designed to connect NICE CXone with Optus’ Enterprise messaging platform, allowing you to utilise our carrier network, messaging APIs and enterprise messaging capabilities.
Can I send and receive SMS?
Answer: Yes. The solution supports two-way SMS, allowing customers to reply to messages and enabling agents to continue conversations within NICE CXone.
Does it support outbound campaigns?
Answer: Yes. SMS can be used for outbound customer communications where supported by NICE CXone, including notifications, reminders and proactive customer engagement.
Does the middleware support high message volumes?
Answer: Yes. The solution is designed for enterprise use and supports high-throughput messaging suitable for contact centres and large-scale customer communications.
Can I keep my existing SMS numbers?
Answer: Yes. Existing msisdns and short codes can be used, subject to carrier and regulatory requirements. Short codes support outbound traffic only.
Which countries are supported?
Answer: Optus provides messaging services across New Zealand, Australia and many international destinations. Contact us to discuss availability for your specific markets.
Can I track message delivery?
Answer: Yes. Delivery receipts are supported, allowing message status to be reported back through the integration where supported by NICE CXone.
Can customers reply to automated messages?
Answer: Yes. Two-way messaging allows customers to respond to SMS communications, with replies flowing back into NICE CXone for agent handling or automated processing.
How long does implementation take?
Answer: Implementation time varies depending on your NICE CXone environment and messaging requirements. Many basic deployments can be completed within a few days following solution design and testing.
How do I get started?
Answer: Simply contact your Optus Account Manager to discuss your requirements. We'll help determine the best messaging solution for your NICE CXone environment and guide you through implementation.
Support & Troubleshooting
If you encounter issues with a NICE CXone integration, please provide:
- Application Gateway name
- Description of the issue
- Date and time the issue occurred
For further assistance, contact optussd@modicagroup.com
