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
Choose from 30+ native digital channels, including email, web chat, messaging, mobile apps and social media
Inbound, Outbound and blended
Work item routing for cases, fax, postal mail
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 interactions with customer context and history from CRM integration
Empower agents to focus on the customer, not the tool
Shorten agent training with one digital-first omnichannel interface
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 customer satisfaction and revenue potential with proactive outreach
Maximize agent efficiency and minimize abandons through our patented pacing algorithm
Achieve higher connect rates with our no-pause dialer
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 time and cost to introduce new digital channels
Save time with quick and easy contact center administration
Streamline designing and maintaining routing flows regardless of channel
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
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