CXone Omnichannel Routing System

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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


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