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workforce optimization
CXone Omnichannel Routing
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Connect customer journeys across any channel

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 any channel. Gain business flexibility by quickly deploying agents anytime, anywhere for maximum operational flexibility, and by implementing routing and interactive voice response changes in hours.

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Seamlessly connect customers to the right agent across any channel

Intelligent Omnichannel Routing

Voice

Inbound, outbound,
and blended

Digital

Email, chat,
SMS, and Social Media


Extensible

Work item
routing for Video,
Web, and Fax

Fast

Quickly &
seamlessly add new
channels & features

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Improve agent job satisfaction and performance

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

Personalize

Personalize each
interaction,
regardless of
channel

Enable

Enable agents to
concentrate on the
customer, not the
tool


Shorten

Shorten agent training
with a user-friendly,
context-sensitive interface

Reduce

Reduce average
handle time (AHT) &
minimize agent churn

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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

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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
to deploy new contact
center channels

Save

Save time with
quick and easy resource
configuration and maintenance


Streamline

Streamline design
and maintenance of
routing flows

Implement

Implement
changes in hours
not days or months

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workforce optimization

Our patented technology allows you to

tick

Create optimal
experiences with
each interaction

tick

Easily adjust routing functionality when needed

tick

Set up agents anytime, anwhere whether in a contact center or home office

workforce optimization
 

“We've been able to sustain our exponential growth with this platform. It has given us the ability to push the limits of our customer experience in creating customized experiences. "

Anthony Hernandez
Carvana

Ready to transform the way you achieve
your customer experience goals?

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