INFOGRAPHIC: ContactBabel - Guide to the Omnichannel Contact Center
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Engage customers in Smart Digital Conversations with digital-first omnichannel experiences
NICE inContact CXone Omnichannel Routing is a contact routing and interaction management suite that empowers your agents to positively and productively interact with customers in digital and voice channels. Gain agility by quickly deploying agents anytime, anywhere, and by implementing routing and self-service artificial intelligence (AI) chatbot and voice portal changes in hours.
Seamlessly connect customers to the right agent across any channel
Intelligent Omnichannel Routing
Digital
Choose from 30+ native digital channels, including email, web chat, messaging, mobile apps and social media
Voice
Inbound, Outbound and blended
Extensible
Work item routing for cases, fax, postal mail
Fast
Quickly & seamlessly add new channels, features, agents, locations and routing changes
Improve agent job satisfaction and performance
My Agent eXperience - MAX helps personalize and streamline customer interactions across virtually any channel
Personalize
Personalize interactions with customer context and history from CRM integration
Empower
Empower agents to focus on the customer, not the tool
Shorten
Shorten agent training with one digital-first omnichannel interface
Improve
Improve customer experience and minimize agent churn
Transform your contact center into a profit center
Seamlessly blend inbound and outbound omnichannel interactions, increase agent utilization, and enable active outreach to your customers
Increase
Increase customer satisfaction and revenue potential with proactive outreach
Maximize
Maximize agent efficiency and minimize abandons through our patented pacing algorithm
Achieve
Achieve higher connect rates with our no-pause dialer
Improve
Improve agent productivity and utilization with blended inbound and outbound activities
Gain business speed and flexibility
Quickly deploy agents anytime, anywhere for maximum operational flexibility and implement contact routing and IVR changes in hours, not days or months
Reduce
Reduce time and cost to introduce new digital channels
Save
Save time with quick and easy contact center administration
Streamline
Streamline designing and maintaining routing flows regardless of channel
Deploy
Deploy changes in hours not days or months
Our patented technology allows you to
- Deliver a true digital-first omnichannel customer experience
- Easily adjust routing functionality when needed, regardless of channel
- Set up agents anytime, anywhere whether in a contact center, branch office or at home
