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, and orchestrate a personalized, seamless journey in your customers’ preferred channels.
"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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Omnichannel Routing: FAQs
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.
CXone Routing provides unified queue and a single interface for creating routing flows for inbound and outbound voice, as well as over 30 digital interactions channels such as Facebook, LinkedIn, WhatsApp and many others.
Yes. CXone provides a feature called Bring Your Own Channel (BOYC)that facilitates integrating virtually any digital channel using the same interfaces that NICE developers use to implement new channels. Custom channels are handled just like native channels with regards to administration, routing, analytics and WFM.
You can use skills, one or multiple attributes, contact priority and agent proficiency to refine routing decisions. Bullseye routing is supported. Enlighten AI-powered Routing predict the best caller / agent match using industry-leading AI and holistic CX data.
Omnichannel Delivery Mode facilitates granular configuration of how many interactions per channel and across channels each agent or team can handle. It increases agent productivity, especially when handling asynchronous channels like digital messaging or email.
None. CXone provides a visual, drag-and-drop, web-based interface called Studio. CXone Studio includes a repository of over 250 components called Actionsthat workflow programmers can use in a visual drag-and-drop interface to create routing flows - no coding needed.
The CXone platform offers administration interfaces called Hubs. Virtual Agent Hub provides a low-code interface for integration of IVAs. Once integrated, Studio actions streamline using the solutions in routing flows.
Yes. You can use the Snippet action to add custom code to your scripts.
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.
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.
