Contact Center Automation & AI

CXone Predictive Behavioral Routing
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Power results with smarter connections

CXone Predictive Behavioral Routing is AI-powered call center routing that predicts the best match between customers and agents – for smarter connections and business results. Personalize experiences by instantly pairing customers according to their personality, communication style, and experience preferences to drive measurable results on the metrics that matter most – backed by a performance guarantee.

Evolve beyond skills-based, first-available routing by matching customers with individual agents to optimize business goals. 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.

Enhance
Enhance conversations for more positive interactions with your customers
Target
Target metric optimization for immediate, measurable improvement to key business metrics
Leverage
Leverage personality to reduce operational costs by cutting talk time and callbacks
Support
Support more productive and positive conversations with data-driven intelligent routing
Save
Save time: Rapid implementation with immediate value realization and measurable results
Predict the best match between your customers and your agents.
Evolve beyond skills-based, first available routing by matching customers with individual agents to optimize business goals. 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.
Hyper-personalization, at scale
Enhance the interaction for every customer
  • AI-powered Predictive Behavioral Routing understands customers’ communication and experience preferences to make the best connection with an agent at the time of their call.
  • Connect callers to your agents based on how well that agent traditionally performs with that caller’s personality type, communication preferences, and behavioral characteristics.
  • Match each customer with an agent that really “gets them”— Smarter connections enable more effortless interactions that improve the overall customer experience.
Personality-powered, smarter connections
Flex your focus on the metrics that matter.
  • First-party data provider with the industry’s largest proprietary behavioral database:

o Proprietary behavioral models
o Millions of behavioral algorithms
o Industry’s largest behavioral database
o Significant data assets that continuously train AI

  • Optimize on targeted metrics of your choice. Reduce talk times, reduce callbacks, increase FCR, decrease Customer Effort – and more.
  • Align call routing with key business metrics to improve CX and business results, such as lower talk time and higher CSAT (targeted goals of your choosing).
Super-charged interactions, happier agents
Naturally boost performance and improve agent morale.
  • Automatically connect customers in real-time to the agent in the pool who has the best predicted performance for that communication style.
  • Increase agent satisfaction and performance through better connections with customers.
  • Accelerate ROI: Immediate improvement to business outcomes without employee change management, coaching, or training. In many cases, agents are not even aware the solution is in place until they notice an improvement in the quality of their calls.
Ready to transform the way you achieve
your customer experience goals?
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