Live-Connect is designed to add real-time, two-way language translation to a live call inside your NICE CXone agent workspace. The caller speaks their language, your agent speaks English, and each hears their own — translated live, on the call. One monolingual team, every caller served. Translation is bring-your-own-AI: you nominate your translation model, and ProUCX relays the audio.
A live-translation layer for organisations running NICE CXone — the first design target — with the same relay approach being explored for Amazon Connect and other contact-centre platforms.
Serving callers in many languages usually means hiring for each one, or bridging in a third-party interpreter and waiting on the line while everyone gets connected — slow, costly, and hard to staff. Live-Connect is designed to translate the call itself, live and two-way, so a single English-speaking team can talk to a caller in their own language, on the same call, without a separate interpreter line.
A monolingual agent is designed to serve a caller in another language — each hears their own, translated live on the call.
Translation runs on the live call in both directions, so it's a real conversation — not a form to fill in or a callback to schedule.
You choose the translation model and endpoint. ProUCX relays and normalises the audio — no lock-in to one AI vendor.
A caller reaches your NICE CXone contact centre and is routed to an available agent, exactly as they are today — no separate interpreter line to dial.
Audio from both parties flows over the CXone Custom Agent Assist WebSocket. ProUCX normalises it (G.711 both legs) and relays it to the translation endpoint you nominate.
Your chosen translation model turns the caller's language into English for the agent, and the agent's English back into the caller's language — a full two-way exchange.
The translated audio plays back on the call so the caller hears their language and the agent hears English — the relay keeps the two sides crossed cleanly.
A live panel in the CXone workspace shows the conversation in both languages side by side, so a bilingual supervisor or the caller can sanity-check the translation.
Design intent for a product in development. Capabilities and details may change before release.
Most live-translation offerings bolt you to one vendor's model and one vendor's cloud. Live-Connect is being built the other way around: it is a relay, not a translation engine. You nominate the translation model and the endpoint it runs on; ProUCX moves the call audio to it and plays the result back on the call. That keeps the AI choice — and where it runs — in your hands.
Point Live-Connect at the translation model you trust. Swap it later without changing how the call is handled.
Because you host the model, you decide where translation happens and where that data goes — not us.
ProUCX supplies the relay and the CXone integration; the AI vendor is your decision, never ours.
Already running a ProUCX connector for NICE CXone and Dynamics 365 or Pipedrive? Live-Connect is designed to sit alongside the same CXone agent workspace.
Translate a live contact-centre call as it happens, so agent and caller can actually converse across a language gap.
Caller-to-agent and agent-to-caller, crossed through the relay so each party hears only their own language.
Runs alongside the call in the agent's CXone workspace over the Custom Agent Assist WebSocket — no separate app to babysit.
You nominate the translation model and endpoint; ProUCX relays and normalises the audio. No lock-in to one AI vendor.
Designed to detect the caller's language from their first utterance and route the right translation pair.
Shows the conversation in both languages side by side, so a bilingual supervisor — or the caller — can catch a mistranslation.
Because you host the translation model, you decide where translation happens and where that data goes.
NICE CXone first, with the same relay approach being explored for Amazon Connect and other contact centres.
We're being upfront: this product isn't finished and isn't for sale yet. There's no trial and no pricing to quote, and the two-way relay is exactly the part we're proving out. We're sharing the design early because we'd rather build it with input from the contact centres who'll use it. One honest caveat we'll keep front and centre: machine translation is not a certified human interpreter — Live-Connect shows both languages so errors can be caught, and we won't pretend otherwise. If a multilingual contact centre without a multilingual team is useful to you, tell us — and we'll keep you in the loop as it takes shape.
Register your interest or book a briefing and we'll keep you posted — and let you know first when Live-Connect is ready to trial.
Not yet. Live-Connect is in early design — there's no trial and no pricing yet. Register your interest to help shape it and be first to hear when it's ready.
It's designed to add real-time, two-way translation to a live contact-centre call: a caller speaking one language and a monolingual agent speaking another hold a conversation, each hearing their own language, translated live — so one English-speaking team can serve callers in many languages without a separate interpreter line.
The first design target is NICE CXone — translation runs alongside the call in the agent's CXone workspace over the CXone Custom Agent Assist WebSocket. The same relay approach is being explored for other platforms, including Amazon Connect.
Live-Connect is bring-your-own-AI. You nominate your own translation model and endpoint; ProUCX relays and normalises the call audio between the contact centre and that endpoint. We don't run the translation model ourselves and we don't tie you to one AI vendor.
Because it's bring-your-own-AI, your chosen model runs on the endpoint you nominate, so you decide where translation happens and where that data goes. The audio relay and your NICE CXone platform have their own data paths, so we don't claim end-to-end Australian residency for the whole call — but the translation itself stays wherever you host your model. The precise data paths are being finalised as part of the design.
Live-Connect is in development. Register your interest or book a briefing and we'll let you know as soon as it's ready to trial.