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Ensure customer requests are routed
to qualified agents with automatic call distribution
CXone Automatic Contact Distributor (ACD) is a skills-based omnichannel routing engine that ensures that customer requests are routed to qualified agents or resolved with self-service. Our automated call distribution software provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated IVR, for creating and maintaining routing strategies across all supported channels.
Increase customer satisfaction
with personlized interactions
Empower your customer
Optimize contact handling
with universal queue
Increase productivity by
automating routine interactions
Reduce training needs
with an intuitive,
Automatic Call Distribution Features
CXone Omnichannel Automatic Contact Distribution (ACD) and a fully integrated Voice Portal including ASR and TTS ensure that data collected in the front-end are available throughout the customer journey.
My Agent eXperience™ - MAX is a consolidated, context-sensitive agent interface designed for the streamlined handling of all contact center interactions.
to the right agent
The CXone advanced skills-based routing engine is at the core of your contact center solution. It is consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time.
Business users do not need technical skills to adjust routing decisions based on real-time ACD and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.
Reduce your cost per
call by letting customers
choose the type of
help they want.
Patented proactive outbound
dialer that generates
more revenue and
"One of our challenges was [multiple call-backs]...to check if an issue had been resolved. This tied up our agents and frustrated customers. With CXone, we can recognize if someone has made more than two calls per day and automatically route them to a higher skill level for specialized assistance. The agents know these customers have outstanding issues, so they’re keenly focused on resolution."
Client Experience Supervisor