CXone Predictive Behavioral Routing
Now there’s an AI-driven science behind connections, so you can make a lasting impression with every caller – and improve KPIs.
Personalization—at scale
Transform how you engage with your callers. Let AI models predict the best match for better KPIs.
Incredible, untapped power
Enhance inbound call routing – with measurable results on your top business metrics.
Super-charged interactions
Naturally complement agent performance while driving your most important operational goals.
Smarter connections are good business.
Evolve beyond traditional call center routing. Connect people on a personal level to boost your KPIs.
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Personalize customer conversations.

CXone Predictive Behavioral Routing is AI-powered personalized call routing that predicts the best match between customers and agents – for smarter connections and better business results.

Personalize experiences by instantly pairing customers according to their personality, communication and experience preferences to drive measurable results on the metrics that matter most to your business – including sales, customer experience and more.
Smarter data-driven routing.
Evolve beyond skills-based, first-available call routing. Use AI to connect people on a personal level. Achieve your business goals faster, with effortless implementation on CXone ACD.
“Predictive Behavioral Routing makes each call a minute shorter, and improves overall productivity by over 5%!”
Sr Director Omnichannel CX – Retail
Hyper-personalization, at scale.
Hyper-personalization, at scale

Enhance the interaction for every customer. Match each customer with an agent that really “gets them”.
Focus on the KPIs that matter

Align call routing with your most important business metrics. Use AI-powered routing to move the needle on performance improvements.
Smarter connections, powered by AI
Instantly connect callers to the agent in the pool who has the best predicted performance for the customer’s style.
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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Change the way your brand engages

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

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