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workforce optimization

CXone Omnichannel Routing

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omnichannel routing

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.

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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Our patented technology allows you to

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Create optimal experiences with each interaction

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Easily adjust routing functionality when needed

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