Best NICE CXone Phone Validation API & Cloud Contact Center Integration 2025

// NICE CXone API configuration
import { NICECXoneAPI } from 'nice-cxone-api';

const niceAPI = new NICECXoneAPI({
  accessToken: process.env.NICE_ACCESS_TOKEN,
  refreshToken: process.env.NICE_REFRESH_TOKEN,
  businessUnit: process.env.NICE_BUSINESS_UNIT,
  region: process.env.NICE_REGION || 'na1',
  apiVersion: 'v20'
});

// Test authentication
const profile = await niceAPI.auth.getProfile();
console.log('Connected to NICE CXone:', profile.businessUnit);

// Get available contact centers
const contactCenters = await niceAPI.contactCenters.list();
console.log('Available contact centers:', contactCenters.length);

// AI-enhanced validation for NICE CXone
async function validateNICECustomer(customerData, interactionContext) {
  try {
    const validation = await oneLookup.phone.validateWithAI({
      phone: customerData.phoneNumber,
      includePersonalityAnalysis: true,
      includeEmotionalProfiling: true,
      includeBehavioralPredictions: true,
      includeValueAssessment: true,
      includeInteractionHistory: true,
      includeChannelPreferences: true,
      optimizeForNICE: true,
      context: interactionContext
    });

    if (!validation.isValid) {
      return { 
        valid: false, 
        reason: 'Invalid customer phone number',
        recommendedAction: 'verify_alternative_contact_method' 
      };
    }

    // AI-powered customer profiling
    const aiProfile = await generateAICustomerProfile(validation, customerData);
    
    // Predictive interaction analysis
    const interactionPredictions = await predictInteractionOutcome(validation, interactionContext);

    // Generate personalization recommendations
    const personalization = await createPersonalizationStrategy(validation, aiProfile);

    // Update NICE CXone with AI-enhanced customer data
    await niceAPI.customers.updateWithAI(customerData.id, {
      phoneValidated: true,
      aiProfile: aiProfile,
      interactionPredictions: interactionPredictions,
      personalizationStrategy: personalization,
      validationTimestamp: new Date().toISOString(),
      aiConfidenceScore: validation.aiConfidence
    });

    return {
      valid: true,
      aiProfile: aiProfile,
      predictions: interactionPredictions,
      personalization: personalization,
      validation: validation
    };

  } catch (error) {
    console.error('NICE CXone AI validation error:', error);
    return { valid: false, reason: 'AI validation service error', error: error.message };
  }
}

async function generateAICustomerProfile(validation, customerData) {
  const profile = {
    personalityType: 'analytical',
    communicationStyle: 'direct',
    emotionalProfile: {
      primaryEmotion: 'neutral',
      emotionalVolatility: 'low',
      empathyRequired: 'medium'
    },
    behavioralPredictions: {
      responseTime: 'fast',
      decisionMaking: 'deliberate',
      informationProcessing: 'detailed'
    },
    valueIndicators: {
      lifetimeValue: 0,
      loyaltyScore: 0.5,
      growthPotential: 'medium'
    }
  };

  // Personality analysis from validation data
  if (validation.aiInsights && validation.aiInsights.personalityAnalysis) {
    const personality = validation.aiInsights.personalityAnalysis;
    profile.personalityType = personality.primaryType;
    profile.communicationStyle = personality.preferredCommunicationStyle;
  }

  // Emotional profiling
  if (validation.emotionalIntelligence) {
    profile.emotionalProfile = {
      primaryEmotion: validation.emotionalIntelligence.currentState,
      emotionalVolatility: validation.emotionalIntelligence.volatility,
      empathyRequired: validation.emotionalIntelligence.empathyLevel,
      emotionalTriggers: validation.emotionalIntelligence.triggers || []
    };
  }

  // Behavioral predictions
  if (validation.behavioralData) {
    profile.behavioralPredictions = {
      responseTime: validation.behavioralData.expectedResponseTime,
      decisionMaking: validation.behavioralData.decisionMakingStyle,
      informationProcessing: validation.behavioralData.informationPreference,
      interactionPreferences: validation.behavioralData.interactionPreferences
    };
  }

  // Value assessment
  if (customerData.lifetimeValue) {
    profile.valueIndicators.lifetimeValue = customerData.lifetimeValue;
  }
  if (validation.loyaltyPredictions) {
    profile.valueIndicators.loyaltyScore = validation.loyaltyPredictions.score;
    profile.valueIndicators.growthPotential = validation.loyaltyPredictions.growthPotential;
  }

  return profile;
}

async function predictInteractionOutcome(validation, interactionContext) {
  // Use AI to predict interaction success and requirements
  const predictions = await oneLookup.ai.predictInteraction({
    customerProfile: validation.customerProfile,
    interactionType: interactionContext.type,
    channelType: interactionContext.channel,
    issueComplexity: interactionContext.complexity || 'medium',
    agentCapabilities: interactionContext.availableAgents || [],
    historicalContext: validation.interactionHistory || []
  });

  return {
    successProbability: predictions.successProbability,
    estimatedDuration: predictions.estimatedDuration,
    satisfactionPrediction: predictions.satisfactionScore,
    resolutionLikelihood: predictions.resolutionProbability,
    escalationRisk: predictions.escalationRisk,
    recommendedApproach: predictions.approach,
    agentRequirements: predictions.agentRequirements,
    potentialChallenges: predictions.challenges
  };
}

async function createPersonalizationStrategy(validation, aiProfile) {
  const strategy = {
    greetingPersonalization: {},
    conversationAdaptation: {},
    solutionCustomization: {},
    followUpPersonalization: {}
  };

  // Greeting personalization
  strategy.greetingPersonalization = {
    tone: aiProfile.communicationStyle === 'formal' ? 'professional' : 'friendly',
    pace: aiProfile.behavioralPredictions.responseTime === 'fast' ? 'quick' : 'measured',
    personalization: await generatePersonalizedGreeting(validation, aiProfile),
    culturalAdaptation: validation.locationInfo ? await getCulturalAdaptation(validation.locationInfo) : null
  };

  // Conversation adaptation
  strategy.conversationAdaptation = {
    informationDepth: aiProfile.behavioralPredictions.informationProcessing,
    decisionSupportLevel: aiProfile.behavioralPredictions.decisionMaking === 'quick' ? 'minimal' : 'comprehensive',
    emotionalSupport: aiProfile.emotionalProfile.empathyRequired,
    communicationPacing: aiProfile.personalityType === 'analytical' ? 'structured' : 'flexible'
  };

  // Solution customization
  strategy.solutionCustomization = {
    presentationStyle: await determinePresentationStyle(aiProfile),
    focusAreas: await identifyCustomerFocusAreas(validation, aiProfile),
    evidenceTypes: await selectOptimalEvidence(aiProfile),
    customizationLevel: aiProfile.valueIndicators.lifetimeValue > 10000 ? 'high' : 'standard'
  };

  // Follow-up personalization
  strategy.followUpPersonalization = {
    preferredMethod: validation.channelPreferences.primary,
    optimalTiming: validation.optimalTiming,
    messagePersonalization: await createFollowUpMessages(validation, aiProfile),
    escalationPreferences: aiProfile.emotionalProfile.emotionalTriggers
  };

  return strategy;
}

// Real-time AI processing for NICE CXone
app.post('/webhooks/nice-cxone', async (req, res) => {
  const { eventType, data } = req.body;

  try {
    switch (eventType) {
      case 'interaction.started':
        await handleNICEInteractionStarted(data);
        break;
      case 'interaction.ended':
        await handleNICEInteractionEnded(data);
        break;
      case 'customer.updated':
        await handleNICECustomerUpdated(data);
        break;
      case 'ai.insight.generated':
        await handleNICEAIInsight(data);
        break;
    }

    res.status(200).json({ status: 'processed' });
  } catch (error) {
    console.error('NICE CXone webhook error:', error);
    res.status(500).json({ error: 'Processing failed' });
  }
});

async function handleNICEInteractionStarted(data) {
  // Generate real-time AI insights for agents
  const aiInsights = await oneLookup.ai.generateRealTimeInsights({
    phone: data.customer_phone,
    interactionId: data.interaction_id,
    agentId: data.agent_id,
    includeCoachingTips: true,
    includePersonalizationTips: true,
    includeRiskFactors: true,
    includeSuccessFactors: true
  });

  // Send AI insights to NICE CXone agent desktop
  await niceAPI.agentDesktop.sendAIInsights(data.agent_id, {
    interactionId: data.interaction_id,
    insights: aiInsights,
    recommendations: generateAgentRecommendations(aiInsights),
    alerts: identifyInteractionAlerts(aiInsights)
  });
}

async function handleNICEInteractionEnded(data) {
  // Update AI models with interaction outcome
  await oneLookup.ai.updateModels({
    phone: data.customer_phone,
    interaction: {
      outcome: data.interaction_outcome,
      satisfaction: data.customer_satisfaction,
      resolution: data.resolution_status,
      duration: data.interaction_duration,
      channel: data.channel_type
    },
    agentPerformance: data.agent_metrics,
    platform: 'nice_cxone'
  });

  // Generate post-interaction insights
  const postInsights = await oneLookup.ai.generatePostInteractionInsights({
    interactionData: data,
    includeImprovementOpportunities: true,
    includeFollowUpRecommendations: true,
    includeCoachingInsights: true
  });

  // Send insights to NICE CXone analytics
  await niceAPI.analytics.recordAIInsights({
    interactionId: data.interaction_id,
    insights: postInsights,
    improvementOpportunities: postInsights.opportunities,
    coachingRecommendations: postInsights.coaching
  });
}