General Customer Experience & Contact Center FAQs

The NiCE CXone Mpower Automatic Call Distributor (ACD) is a cloud-based solution designed for omnichannel routing. Unlike traditional ACDs that are limited to voice, CXone Mpower ACD supports voice, chat, email, SMS, and social channels, ensuring seamless and intelligent customer routing across all touchpoints.

Why is CXone Mpower ACD different?

CXone Mpower ACD uses AI-driven routing to connect customers with the best-suited agents based on skills, availability, and context, while traditional ACDs rely solely on static voice routing.

What benefits does CXone Mpower ACD provide?

By unifying digital and voice interactions in one platform, CXone Mpower ACD improves efficiency, reduces wait times, and enhances the overall customer experience.

Learn more about CXone Mpower ACD

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• Explore the full solution
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General Customer Experience & Contact Center FAQs