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

Ensure customer requests are routed to qualified agents

CXone Automatic Contact Distributor (ACD) is a skills-based omnichannel routing engine that ensures that customer requests are routed to qualified agents or resolved with self-service. It provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated IVR, for creating and maintaining routing strategies across all supported channels.

  • ​Increase - customer satisfaction with personalized interactions
  • ​Empower - your customer service teams
  • ​Optimize - contact handling with universal queue
  • Increase ​- productivity by automating routine interactions
  • ​Reduce - training needs with an intuitive, drag-and-drop interface

Industry-leading CXone ACD and IVR software


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

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