Migrate from NICE CXone to HubSpot Service Hub

CXone ACD Contacts map directly to HubSpot Contacts. Standard fields (name, phone, email, address) transfer cleanly. We export all Digital Fields attached to Contact records and reapply them as labeled HubSpot Contact properties, mapping date fields to datetime, phone fields to phone type, and dropdown selections to picklists. We audit field-level required flags and data format constraints in HubSpot before import to prevent record rejection on required fields. Deduping uses email as the primary key.

CXone Agent profiles export with Skills, Teams, and security group assignments. We map each CXone Agent to a HubSpot User by email match, carrying the Agent's display name, timezone, and phone. Skills attached to an Agent are resolved to HubSpot Teams (created if absent) and linked to the User's team membership. Any CXone Agent without a matching email in HubSpot goes to a reconciliation queue for the customer's admin to provision the User before record import resumes.

CXone Skills control which agents handle which contact types and are referenced by agent profiles and Studio scripts. We export Skills as a standalone lookup table and map each Skill to a HubSpot Team for routing equivalence. Skill priority values from CXone are stored as a custom Team property in HubSpot for reference. If the customer's CXone deployment uses nested skill groups, we map the top-level skill to Team and note the sub-skill hierarchy for the admin to document in Team descriptions.

CXone Studio scripts define IVR flows, routing logic, and digital workflows. Scripts cannot be exported as functional code from CXone Studio. We extract a list of active scripts, their trigger conditions (phone number, skill, time condition), and the target routing destination for each path. We deliver this as a written inventory document titled IVR and Routing Configuration Reference, which the customer's admin uses to rebuild equivalent routing in HubSpot Workflows, or to configure CXone's native HubSpot CRM integration if CXone is retained for voice routing only.

CXone Queues hold interactions and assign them to Skills or Agents with configurable SLAs and priority rules. We export Queue metadata and map each Queue to a HubSpot Ticket Pipeline, preserving the queue's SLA threshold as a pipeline property. If the customer uses queue priority levels, we map these to Ticket pipeline stage priorities. Queue membership (which Agents belong to which Queues) migrates as Team membership in HubSpot tied to the corresponding pipeline.

CXone Queue membership records assign agents to queues and are the primary routing control for skill-based routing. We export the full queue-agent membership table from CXone ACD API and map each assignment to a HubSpot Team membership record for the Team created from the corresponding Queue. This preserves which agents receive cases from which pipeline.

CXone Digital Fields attach to Contacts and capture session-level data like customer tier, contract type, or support level. We export field definitions (name, data type, required flag) alongside values and reapply them as HubSpot Contact properties. Field type mapping follows: text fields to single-line text, date fields to date pickers, phone fields to phone type, dropdown fields to picklists. Required flags are enforced in HubSpot during import by marking the property required after verifying data coverage.

CXone Address Books manage entity lists used for segmentation and agent assignments. We export address book entries via CXone ACD API and map them to HubSpot Lists. Dynamic address book rules (criteria-based membership) are noted in the inventory document as requiring manual recreation using HubSpot's static list imports or Smart Lists based on Contact properties.

CXone ACD stores interactions (calls, emails, chats) as session records linked to Agents and Queues. We export interaction metadata (timestamp, duration, agent, disposition, queue, channel type) and ingest it into HubSpot as Ticket Conversations for email and chat threads, and as Call records for voice interactions. Recording URLs from CXone are preserved in a custom property on the Call record. CXone's Migrated Calls feature natively supports ingestion from Genesys, Verint, and Avaya but not from CXone itself to HubSpot; we use HubSpot's Conversations API for threading and the Calls API for voice metadata.

CXone Quality Management stores evaluation templates and completed scorecard records with agent, evaluator, scores, and form responses. We export completed evaluation records as flat rows and map them to HubSpot Feedback Submissions. Evaluation structure (form fields and scoring rubrics) is delivered as a written Quality Management Reference document. Score values transfer as numeric feedback properties; form field responses transfer as free-text properties on the Feedback record. Note that HubSpot Feedback does not support the same rubric-and-score model as CXone QM, so scores appear as labeled properties rather than a rendered scorecard.

CXone Knowledge Management articles export via CXone API with article content, categories, language, and published status. We extract full article body and map to HubSpot Knowledge Base articles with the same title, body content, and category. Article categories from CXone map to HubSpot Article topics. Published status migrates directly; draft articles are noted for the admin to review before publishing in HubSpot.

CXone outbound campaign configurations and DNC (Do Not Call) lists are available via CXone API on higher tiers and control predictive dialer behavior and compliance lists. We export campaign metadata (name, target list, disposition codes) and DNC records as a written inventory titled Outbound Campaign and Compliance Reference. Predictive dialer logic, campaign pacing rules, and 10DLC compliance registration do not transfer to HubSpot Service Hub as it does not include outbound dialing. DNC records are delivered as a CSV of phone numbers for the customer's admin to import into HubSpot or a third-party compliance tool.