Your browser is out-of-date!

Update your browser to view this website correctly. Update my browser now

×

 
workforce optimization

CXone Omnichannel Routing

Get Quote
omnichannel routing

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

Contact Us

Improve agent job satisfaction and performance

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

Personalize

Personalize 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 minimize agent churn

Contact Us

Transform your contact center into a profit center

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

Increase

Increase customer satisfaction and revenue potential with proactive outreach

Maximize

Maximize agent efficiency and minimize abandons through our patented pacing algorithm

Achieve

Achieve higher connect rates with our no-pause dialer

Improve

Improve agent productivity and utilization with blended inbound and outbound activities

Contact Us

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 center administration

Streamline

Streamline designing and maintaining routing flows regardless of channel

Deploy

Deploy changes in hours not days or months

Contact Us

Our patented technology allows you to

tick

Deliver a true digital-first omnichannel customer experience

tick

Easily adjust routing functionality when needed, regardless of channel

tick

Set up agents anytime, anywhere whether in a contact center, branch office or at home

View All Resources

Call us at 1-866-965-7227 to talk
to a specialist

Call

Live chat with
a specialist

Chat

Learn more about
our solutions

Request a Quote