General Customer Experience & Contact Center FAQs

What is routing?

Routing is the process of directing customer inquiries to the most suitable agent or department based on skill, availability, or priority.

Why is routing essential in contact centers?

It ensures customers connect with the right resource quickly, reducing wait times and improving first contact resolution rates.

How does AI enhance routing?

AI-powered routing analyzes intent, context, and historical data to intelligently match customers with the best-fit agent in real time.

What are common routing types?

Skills-based routing, priority routing, and AI-driven interaction routing are among the most effective methods used today.

How does this create a NiCE world?

By intelligently routing interactions, businesses deliver faster resolutions, reduce customer frustration, and create more meaningful experiences.

Smarter routing leads to better efficiency and happier customers.

See how it works in action

General Customer Experience & Contact Center FAQs