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workforce optimization

CXone Interaction Channels

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omnichannel routing

Connect with your customers in their channel of choice

NICE inContact CXone Interaction Channels make it easy to connect with customers in their channel of choice while providing a consistent experience throughout the customer journey. Offer the channels your customers want with universal routing and unified contact handling, and quickly add the next new channel to stay ahead of the competition.

Increase

Increase customer
satisfaction with a unified
customer journey

Optimize

Optimize agent
productivity with
higher agent satisfaction

Unify

Unify journey
visibility with
omnichannel reporting

Maximize

Maximize channel
flexibility

Streamline

Streamline omnichannel
routing and
administration

CXone Interaction Channels—Your foundation for a true omnichannel experience

 
QM

Increase customer satisfaction

Provide the streamlined, unified customer journey across all channels that your customers have grown to expect.

  • Enable customers to choose the channel best fit to resolve their issue
  • Allow customers to freely choose the device they want to use
  • Empower your agents to elevate interactions when appropriate
  • Streamline interaction handling and eliminate the need for follow ups
 
QM

Optimize agent productivity

Increase agent productivity and satisfaction by giving them more control and the ability to demonstrate interaction ownership in a familiar, consistent interface.

  • Enable agent to concurrently handle multiple interactions
  • Improve engagement and satisfaction by giving agents more control
  • Empower agents to demonstrate ownership of customer interactions
  • Reduce training time with a consistent agent interface
 
QM

Consistent journey visibility

Consolidate routing in Studio – a visual, intuitive design tool – and profit from unified real-time and historical omnichannel reporting.

  • Reduce training needs for Managers and Admins
  • Improve management productivity with unified configuration and administration
  • Reduce response times with real-time data access for quick intervention
  • Better understand the customer journey with metrics for all channels
 
QM

Maximum channel flexibility

Add, activate and de-activate channels whenever needed on a per team or per agent basis.

  • Add new channels quickly and seamlessly whenever needed
  • Reduce cost by paying only for what you use
  • Accelerate ROI with minimal upfront investment when adding new channels
 

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call center software demo

What is Call Center Software?

Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

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