The right route for every channel.
Ready for more.
Choose channels, combine routing modes, add self-service, grow and expand – you are ready.
Smarter Routing = Better CX.
Connect customers with the best resource for superior service across channels.
Reach out proactively.
Don’t just wait for customer engagement, connect easily and efficiently with proactive outreach.
Easy as 1-2-3
Make changes in minutes, not days.
Complete, connected, intelligent
CXone Advanced Contact Distributor (ACD) intelligently connects consumers with the best available resources for a frictionless customer experience. Choose the routing mode that delivers the best results. Optimize routing with built-in Analytics and AI, facilitate first contact resolution across all channels and maintain context throughout the journey with omnichannel routing.
Teleflora’s business blooms with Omnichannel Routing
Learn how CXone Omnichannel Routing helps Teleflora deliver faster, more reliable service in their customers’ preferred channels and a consistent customer experience while reducing cost.
Make every interaction count.
CXone Advanced Contact Distributor (ACD) intelligently connects consumers with the best available resources for superior CX. Choose the best routing mode to achieve your business goals, orchestrate a personalized, seamless journey in your customers’ preferred channels.
The best connection
Choose from or combine multiple routing modes to achieve the best results for your customers and KPIs.
Seamless omnichannel
Combine and elevate channels as needed to provide a frictionless journey and resolve more interaction at the first attempt.
Help more customers, faster
Quickly connect more customers with the right resource, self-service or agent-assisted; resolve more interactions faster anytime, any channel.
Give agents context
Smart routing uses data and AI to optimize CX. Empower agents to personalize each contact with data and cross-channel history.
Reach out proactively
Proactively reach out to customers; avoid friction, reduce inbound interactions and seamlessly blend inbound and outbound.
No Code / low Code
Collaborate on routing flows, enable business users to contribute in an intuitive, visual tool with predefined components.
"The biggest assets for us from NICE CXone are the CXone ACD (Automatic Contact Distributor) and call routing with all the skills. With the number of skills we have, it’s key to what we do. No other system out there can do it in the sophisticated way NICE CXone does."
Patrick Haar
Workforce and Analytics Manage
Envera Health
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Earlier this summer, SSON published a report titled “(Why) Understanding Customer Sentiment is critical for CX.” The report observed that many in the shared services space understand the importance of delivering a strong customer experience yet lack the tools and resources to create the experience.
Omnichannel Routing: FAQs
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