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      What is a Switch?

      In telephony, a switch is a device within a telephone exchange, such as the public switched telephone network (PSTN), that connects calls from the requester to the destination. They're typically found in central offices, which are large switching stations operated by phone service providers. An individual call may travel through several central offices on the way to the call recipient and the hand-offs are all enabled by switches. In addition to processing voice transmissions, switches can also facilitate digital communications by connecting computer modems to whatever location they request.

      Switches include both a hardware and a software component. In fact, switching software automated tasks originally carried out by large numbers of human phone switch operators. The software manages the physical connections between incoming calls and the appropriate outgoing circuits. Anyone using landline phones is interacting with this smart technology from the moment they lift the receiver and hear a dial tone.

      Telephone switches are part of the backbone of our current telecommunications system.

      How NICE is Redefining Customer Experience

      NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

      It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Outbound Dialer

      Workforce Management (WFM)

      Quality Management (QM)

      Interaction Recording

      Performance Management (PM)

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      Customer Experiences

      Enlighten AI Copilot

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      Enlighten AutoSummary

      Omnichannel
      Routing

      Workforce Engagement Management (WEM)

      CRM & UCaaS
      Integrations

      NICE Enlighten
      AI for CX