How-To Guide
How to Translate Calls in NICE CXone
Your CXone agents already know how to conference a third party onto a call. Point that same control at TalkTool and an AI interpreter joins the line, translating both sides in about a second — across 60+ languages for a flat $0.30 per minute.
How do I add an interpreter to a NICE CXone call?
While you are on a live call in the NICE CXone agent interface (CXone Agent / Agent Workspace, the Integrated Softphone, or the legacy MAX), use the Consult / Transfer control to add a third party and dial your TalkTool conference number. When TalkTool answers, enter your organization code followed by #, then the two-digit code for the customer's language (for example, 01 for Spanish). Press 1 to have TalkTool dial the customer for you, or press 2 if the customer is already on the line with you, then click Conference in CXone to merge everyone into one call. From that point the AI interpreter listens to both sides and speaks each person's words in the other's language in roughly one to two seconds. You and the customer keep talking on the normal phone call — there is no third human on the line, no hold queue, and no app for the customer to download. TalkTool supports 60+ languages at a flat $0.30 per minute with no contract or minimum. It is not a NICE CXone marketplace app or API connector; it joins over the telephone network, so it works with CXone exactly the way it works with any phone system. After the call ends, a two-language transcript and an AI summary are saved in your TalkTool dashboard for QA and records.
Source: TalkToolAt a glance
- Joins via CXone's standard Consult / Transfer and Conference controls — no integration to install
- 60+ languages, AI interpretation in about 1-2 seconds per turn
- Flat $0.30 per minute, no contract, no minimums
- No app or download for the customer — they stay on the normal call
- Two-language transcript and AI summary saved after every call
Add a live interpreter to a NICE CXone call
- 1
Get your TalkTool number and org code
Sign up for TalkTool and you will receive a conference-in phone number and a short organization code. Keep both handy in your CXone agent — you will dial the number and key in the code on each call. Nothing is installed inside NICE CXone.
- No NICE CXone admin change or marketplace install required
- Share the number and org code with every agent who takes multilingual calls
- Works on whatever CXone surface you use — CXone Agent, Integrated Softphone, or MAX
- 2
On a live call, open CXone's Consult / Transfer control
When you reach a caller who needs another language, click the NICE CXone agent interface's Consult / Transfer control to add a new party. This is the same control your team already uses to loop in a supervisor or another department before merging them into a conference.
- Look for the Consult / Transfer action in your CXone call controls
- The customer stays connected while you set up the interpreter line
- You can consult TalkTool privately first, then merge with Conference
- 3
Dial TalkTool and enter your org code
In the new consult/transfer leg, dial your TalkTool conference number. When TalkTool answers, type your organization code on the CXone dialpad and press #.
- Use the CXone softphone keypad to send the digits
- The org code identifies your account and applies your flat $0.30/min rate
- Press # to confirm the code
- 4
Choose the language and connect the customer
Enter the two-digit code for the customer's language (for example, 01 for Spanish). Then press 1 to have TalkTool dial the customer directly, or press 2 if the customer is already on the line — then click Conference in CXone to merge the legs back together.
- Press 2 when you have consulted TalkTool and the caller is already connected
- Press 1 to let TalkTool place an outbound leg to the customer for you
- Click Conference in CXone so all parties share one call
- 5
Talk normally — the AI interprets both sides
Speak in your language; the customer hears it in theirs, and their reply comes back to you translated in about one to two seconds. When the call ends, open your TalkTool dashboard to find the two-language transcript and AI summary.
- No third human on the line — only you, the customer, and the AI voice
- Billing is a flat $0.30/min for the interpreted time
- Transcript and summary are ready for QA, CRM notes, or compliance records
Why add TalkTool to NICE CXone calls
Live AI translation on the calls you already make — nothing to install.
Works with your existing NICE CXone setup
TalkTool joins through CXone's standard Consult / Transfer and Conference controls. There is nothing to install, no marketplace app to approve, and no admin change in the platform.
60+ languages on demand
Spanish, Mandarin, Vietnamese, Haitian Creole, Arabic, Tagalog and 55+ more — any agent can pull in the right language with a two-digit code mid-call.
Live in 1-2 seconds, no hold queue
Interpretation starts the moment the conference connects. There is no waiting for a human interpreter to be routed and briefed.
Flat $0.30 per minute
Usage is measured from call duration, including both participants’ speaking time. Included plan minutes are used before prepaid minutes; additional usage is $0.30 per minute. A total of 20 billable minutes costs $6 before any included allowance.
No third human on the line
Only your agent, the customer, and the AI voice. Your agent keeps direct rapport with the caller instead of routing every sentence through a person.
Transcript and summary after every call
Each interpreted call produces a two-language transcript and an AI summary in your dashboard — ready for QA scoring, CRM notes, and compliance records.
AI translation vs. the alternatives
How TalkTool compares for NICE CXone teams that handle multilingual calls.
| Feature | TalkTool | Human Interpreters | Translation Apps | Bilingual Staff |
|---|---|---|---|---|
| Cost per Minute | $0.30/min | $2-5/min | Free (limited) | $25-40/hr salary |
| Availability | 24/7 instant | Business hours only | 24/7 (text only) | Business hours only |
| Languages Supported | 60+ languages | 1-3 per interpreter | 100+ (text) | 1-2 per employee |
| Voice Translation | ||||
| Setup Time | Under 5 minutes | Days to schedule | Instant (text only) | Weeks to hire |
| Scalability | Unlimited calls | 1 call at a time | N/A for calls | Limited by headcount |
Cost per Minute
Availability
Languages Supported
Voice Translation
Setup Time
Scalability
NICE CXone runs the contact centers of banks, health plans, retailers, and BPOs — and those queues take calls from people who do not speak English. You do not need a special CXone integration to serve them. If your agents can conference a call, they can add a live AI interpreter in seconds.
How TalkTool works with NICE CXone
TalkTool is a real-time AI phone interpreter that joins your call as a conference participant. Because it rides the telephone network rather than a CXone plug-in, the join flow is the same in CXone Agent (Agent Workspace), the Integrated Softphone, and the older MAX interface: open the Consult / Transfer control, dial your TalkTool number, and follow a short keypad prompt.
The prompt is fast: enter your organization code then #, key the two-digit language code (for example, 01 for Spanish), and choose how to connect the customer — press 1 to have TalkTool dial them, or 2 if they are already on the line. Click Conference in CXone to merge the legs back together and the AI begins interpreting both directions in about one to two seconds. There is a step-by-step walkthrough at how to conference in an AI interpreter.
Nothing about your CXone build changes. Skills-based routing, ACD, screen pops, and call recording all behave as they do for any other conferenced party, so you can roll this out to a queue without an IT project.
AI interpreter vs. a human interpreter line
A traditional over-the-phone interpreter means putting the caller on hold, dialing a vendor, waiting in a routing queue, and briefing a third person who then sits on every sentence of the call. TalkTool removes the queue and the third human: interpretation is live from the moment the conference connects, available 24/7, and there is no one else listening in.
Usage is measured from call duration, including both participants’ speaking time. Included plan minutes are used before prepaid minutes; additional usage is $0.30 per minute. A total of 20 billable minutes costs $6 before any included allowance.
Human interpreters still matter where a certified professional is legally required. The practical pattern most CXone teams adopt is to handle the large majority of multilingual calls with TalkTool and route the narrow regulated cases to a human.
Who at a NICE CXone shop benefits
CXone is built for high-volume, skills-routed contact centers, and that is exactly where instant interpretation pays off. Customer-service queues clear Spanish and Vietnamese billing calls without flagging down a bilingual agent. Collections and outbound teams reach more right-party contacts. BPOs serving multiple clients can offer multilingual coverage without staffing native speakers for every language.
Because any agent can pull in any of 60+ languages with a two-digit code, you no longer have to staff or schedule around language. A single English-speaking queue can serve every caller, and the two-language transcript and AI summary that lands in your dashboard after each call gives QA and compliance a clean record.
What it costs
Usage is measured from call duration, including both participants’ speaking time. Included plan minutes are used before prepaid minutes; additional usage is $0.30 per minute. A total of 20 billable minutes costs $6 before any included allowance.
Because there is nothing to install in CXone and no procurement cycle for a marketplace app, a team can be live the same day it signs up.
NICE CXone translation FAQ
Does TalkTool integrate with NICE CXone?
How much does it cost?
Which languages are supported?
Do my customers need an app?
Is an AI interpreter as good as a human interpreter?
Which NICE CXone agent surfaces can conference TalkTool in?
Will this disrupt CXone reporting, recording, or my queue routing?
Can the AI interpreter handle outbound CXone calls too?
Your next conversation can speak their language.
Add a live AI interpreter to your next NICE CXone call for a flat $0.30/minute — conference it in or let it dial your customer. No contract, no app for the other side.
Translate calls on other platforms
Same approach, whatever phone system your team uses.