Interactions 2024 - Las Vegas
4 ways CXone with Multi-ACD Support will transform your contact center

4 ways CXone with Multi-ACD Support will transform your contact center

In today's rapidly evolving digital landscape, contact centers are increasingly shifting towards contact center as a service (CCaaS) solutions.

If your contact center juggles multiple automatic call distributors (ACDs) across various platforms, transitioning to a cloud-based infrastructure might seem daunting. But it doesn’t have to be. CXone with Multi-ACD Support is a game-changing solution that eases this transformation while enhancing your customer experience (CX) capabilities.

The following are five aspects of the solution that are key to a successful transition – and beyond.

1. Unified contact center management: CXone’s multi-ACD capability is a breakthrough in coordinating diverse contact center operations. The solution allows for a unified platform, simplifying the management of different lines of business, whether they are cloud-based, on-premises, or hybrid. The key benefits of centralization can be felt end to end, across the contact center, including:

  • Cost reduction through the transfer of historical data to CXone and the elimination of redundant on-prem solutions.
  • Standardization of processes like quality management and compliance.
  • Enhanced insights from all interaction types across the entire contact center.
  • Unified front- and back-office activities, streamlining operations.

2. Native CXone WEM applications: CXone stands out as a comprehensive CCaaS solution, including workforce engagement management (WEM) applications that work with any ACD. This exceptional integration includes:

  • Advanced cloud recording and interaction management.
  • Digital-first omnichannel tools for cohesive management across all communication channels.
  • Real-time sentiment analysis for quality management.
  • Intelligent workforce management for accurate forecasting and scheduling.

3. Advanced personalization: Leveraging Enlighten AI, CXone provides deep interaction analytics, identifying customer intentions and agent strengths. The resulting insights lead to:

  • Enhanced personalization in customer interactions.
  • Improved self-service options.
  • Efficient routing of calls to the most suitable agents.

4. Flexible transitions: Perhaps the most significant aspect of CXone is its flexibility in facilitating CCaaS adoption. It uniquely integrates with multiple ACDs, allowing for a gradual transition without disrupting existing infrastructure. Options include:

  • Migrating to CXone’s full end-to-end CCaaS solution.
  • Integrating existing ACDs with CXone’s comprehensive multi-ACD support.
  • Utilizing CXone Multi-ACD for leveraging third-party and current ACDs alongside CXone’s native ACD.

CXone with Multi-ACD Support: Much more than a tool

CXone with Multi-ACD Support is not just a tool; it's a strategic solution tailored for modern, dynamic contact centers aiming for CX excellence. Its ability to integrate with multiple ACDs, coupled with its advanced features, makes it an ideal choice for organizations looking to transition to CCaaS. They can do so at their own pace, without ever compromising on efficiency or customer satisfaction.

To explore how CXone can revolutionize your contact center, read this NICE CXone Multi ACD overview.