A platform that thinks smarter.
And works harder.
CXone includes automatic call distribution (ACD) as a key feature for efficiently routing calls to the right agents, enhancing productivity and reducing hold times. With its comprehensive suite of call center features, CXone is designed to elevate customer service by ensuring quality assurance and training effectiveness through call recording.
As a leading call center solution, CXone offers a range of solutions tailored for different business needs, including interactive voice response (IVR) capabilities to manage call volume and improve efficiency. This specialized contact center software supports both inbound and outbound calls, enabling proactive customer support and sales teams. By improving customer interactions, CXone plays a crucial role in enhancing overall customer satisfaction.
The new standard for managing CX interactions.
It’s a new era for customer service. Create consistency and satisfaction by transforming every customer interaction from one unified, cloud-native platform infused with specialized AI for CX.
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Enlighten AI
for CX
Drive business outcomes while improving experiences for customers and employees alike with AI purpose-built for CX.
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Digital and
Self-Service
Make answers easy to find. Engage your customers on the same channels they use to interact with family and friends.
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Journey Orchestration and Routing
Give your customers seamless journeys across voice and digital channels with personalized self-service and agent experiences.
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Workforce Engagement Management (WEM)
Give agents full visibility and enticing gamification to drive performance. Guide them in real time with AI. Empower employees with flexible scheduling.
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Agent
Assist
Boost employee satisfaction and agent success with AI-driven applications and tools for real-time guidance and highly personalized coaching.
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Open Cloud
Platform
Innovate and integrate with ease—one complete platform with a core module framework open to 3rd party integrations, and all the reliability, security, and flexibility you need.
Unleash our top performing CX platform.
0 billion
CXone interactions managed annually
0+
voice and digital channels
850+
pre-built Enlighten AI models
3500+
migrations to the cloud
The highest standards get the best reviews.
Read NICE CXone customer reviews across the major B2B SaaS review sites to see why our contact center solutions are leading the industry.
Frequently Asked Questions
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What is a Call Center?
A call center (often referred to as a contact center) is a function which provides customer service and support. Companies staff call centers with agents who are trained to assist with a variety of service requests. A call center can typically handle inbound calls and outbound calls.
A call center will typically utilize some form of telecommunications software such as an automatic call distributor (ACD) to route calls to the appropriate agent. This call center software is fundamental to delivering a positive customer experience. Companies looking to modernize operations and transform their ability to deliver exceptional customer experiences are increasingly turning to cloud call center software solutions as they offer greater agility and flexibility to meet rapidly changing customer expectations.
What is Call Center Agent Software?
Call center agent software, often called the agent desktop or agent workspace, when done right brings the processes and capabilities of newer call center software technology to a unified portal for call center agents. Each individual agent may use the agent-facing interface to handle customer inquiries and resolve issues. The software may automatically track necessary quality metrics.
The agent’s main function is to interact with customers when they require assistance; the software that enables these interactions should provide the means to handle calls and other touchpoints, and should integrate with the company’s primary CRM software. If integrated with existing CRM software, the agent may use the agent software to easily access necessary data or documents to resolve issues in an optimal manner for maximum customer satisfaction.
What is Call Center Software?
In an era where customer service can significantly differentiate one business from another, call center software has evolved into a critical tool for achieving operational excellence and delivering superior customer experiences. This definitive guide delves deeper into the nuances of call center software, exploring its comprehensive capabilities, the strategic importance of artificial intelligence (AI), the decision-making process for selecting the right solution, the advantages of cloud-based platforms, and essential implementation strategies. It aims to equip businesses with the knowledge to leverage call center technology effectively, transforming customer service from a business function into a competitive advantage.
