Omnichannel Routing

CXone Omnichannel Routing System

Part of NICE inContact CXone 
CXone Omnichannel Routing System
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

Digital

Choose from 30+ native digital channels, including email, web chat, messaging, mobile apps and social media

Voice

Inbound, Outbound and blended

Extensible

Work item routing for cases, fax, postal mail

Fast

Quickly & seamlessly add new channels, features, agents, locations and routing changes

Improve agent job satisfaction and performance

My Agent eXperience - MAX helps personalise and streamline customer interactions across virtually any channel

Personalise

Personalise interactions with customer context and history from CRM integration

Empower

Empower agents to focus on the customer, not the tool

Shorten

Shorten agent training with one digital-first omnichannel interface

Improve

Improve customer experience and minimise agent churn

Transform your contact centre into a profit centre

Seamlessly blend inbound and outbound omnichannel interactions, increase agent utilisation, and enable active outreach to your customers

Increase

Increase customer satisfaction and revenue potential with proactive outreach

Maximise

Maximise agent efficiency and minimise abandons through our patented pacing algorithm

Achieve

Achieve higher connect rates with our no-pause dialer

Improve

Improve agent productivity and utilisation 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

Reduce time and cost to introduce new digital channels

Save

Save time with quick and easy contact centre administration

Streamline

Streamline designing and maintaining routing flows regardless of channel

Deploy

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
Ready to transform the way you achieve
your customer experience goals?
Call us at 0-800-404-9727 to talk to a specialist
Call
Live chat with a specialist
Chat
Learn more about our solutions
Request a Quote