Connect customer journeys across any channel
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 any channel. Gain business flexibility by quickly deploying agents anytime, anywhere for maximum operational flexibility, and by implementing routing and interactive voice response changes in hours.
Seamlessly connect customers to the right agent across any channel
Intelligent Omnichannel Routing
Inbound, outbound and blended
Email, chat, SMS, and Social Media
Work item routing for Video, Web and Fax
Quickly & seamlessly add new channels & features
Improve agent job satisfaction and performance
My Agent eXperience - MAX helps personalize and streamline customer interactions across virtually any channel
Personalize each interaction, regardless of channel
Enable agents to concentrate on the customer, not the tool
Shorten agent training with a user-friendly, context-sensitive interface
Reduce average handle time (AHT) & 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 to deploy new contact center channels
Save time with quick and easy resource configuration and maintenance
Streamline design and maintenance of routing flows
Implement changes in hours not days or months
Our patented technology allows you to
Create optimal experiences with each interaction
Easily adjust routing functionality when needed
Set up agents anytime, anwhere whether in a contact center or home office
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