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AI for better connections in real-time: CXone Enlighten AI Routing


Deliver the experience your customers want with the power of AI and the industry’s largest first-party holistic CX database, with data derived through the analysis of billions of real-life consumer interactions. CXone Enlighten AI Routing combines CX data with award-winning analytics, all available data sources and attributes, contact center performance, and agent behavioral data to predict the best customer-agent match—transforming the typical customer experience ritual into meaningful connections for customers, and your bottom-line.

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Change the way your brand engages

Personalize conversations with AI-powered routing that creates a differentiating experience.


CXone Predictive Behavioral Routing

Evolve beyond skills-based, first available routing by matching customers with individual agents to optimize business goals. CXone Predictive Behavioral Routing connects people on a personal level-improving any outcome, including sales, cost reduction, and customer experience. Realize immediate results with effortless implementation on CXone ACD. NICE CXone Predictive Behavioral Routing is AI-powered call routing that predicts the best match between customers and agents-for smarter connections and business results, with a performance guarantee.

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AI-Infused Contact Centers Optimize Customer Experience

AI has the potential to be one of the most transformative contact center technologies. However, many Contact Center leaders are unsure of when, where or why to implement AI. Is AI to be used simply to lower cost and increase efficiency? Which contact center applications are the best suited for AI? Which AI applications are ready, and which need more time to mature? Without a clear road map to AI implementation, contact centers will fail to realize the full potential of what AI can deliver.