​​NICE inContact CXone
​Automatic Co​ntact Distributor (ACD)

Personalize customer experience

Omnichannel Automatic Contact Distribution (ACD) and a fully integrated Voice Portal including ASR and TTS ensure that data collected in the front-end are available throughout the customer journey.

• Automate customer data collection
• Easily pass data between IVR and ACD
• Advanced CTI with each interaction
• Create rich, sophisticated routing flows

Empower agents to delight customers

CXone My Agent eXperience™ - MAX is a consolidated, context-sensitive agent interface designed for the streamlined handling of all contact center interactions.

• Simplify transfers, consults, and conferences
• Easy access to commonly-used transfers
• Enable agents to reach out to subject matter experts
• Streamline integration with Enterprise UC solutions

Connect customers to the right agent

The CXone advanced skills-based routing engine is at the core of your contact center solution. It is consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time.

• Advanced skills-based and data-directed omnichannel routing
• Unified queue for inbound and outbound voice, callback, voicemail, email, chat, text/SMS, Social Media and Work Items.
• Implement other channels such as fax, video or paper mail using Work Items

Empower business users with skills-based routing

Business users do not need technical skills to adjust routing decisions based on real-time ACD and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.

• Pre-defined routing components
• Define business rules based on real-time ACD and WFO statistics
• Activate routing flows with just a mouse-click