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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 offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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