View a demo
Get a quote
Resource library

On this page

What is a Workflow?

A workflow is the series of steps toward completing a task or creating a product. It can consist of multiple stages involving multiple people and systems, and is often represented visually by a flowchart. Businesses often try to optimize workflows by automating them where possib+I269le and adding features like alerts to draw attention to steps in the workflow that are out of compliance.

Contact centers are becoming increasingly sophisticated with automating workflow tasks. Workflow automation represents an opportunity to reduce high labor costs by making tasks less labor-intensive. In addition, automating mundane workflow tasks will free up agent time to handle more sophisticated issues. Automation is often used for collecting basic customer data in an IVR prior to routing calls to a live agent or for streamlining post-call tasks such as filling in forms. Additionally, workflow automation can help eliminate the double-entry agents sometimes have to do to keep multiple systems up-to-date. This has the added benefit of increased accuracy. For managers, workflow automations can autonomously alert them to problems, allowing them to spend less time monitoring stats and more time working with their agents.

Other examples of contact center workflows that can be automated, reducing the need for manual intervention, include:

  • Sending an email invitation to complete a customer satisfaction survey upon the completion of a call.
  • Reviewing the subject lines of incoming emails and routing them to the appropriate agent group.
  • Intraday adjustments, when automatic call distributors (ACDs) and workforce management systems are integrated.

Automating contact center workflows is not a new idea; however, as the use of artificial intelligence in the contact center continues to expand, there will be more and more opportunities for innovative automation.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone 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 is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

Interaction Orchestration

Omnichannel interaction routing

Digital and Voice Channels

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR)

Proactive Engagement

Workforce Augmentation

Automated notetaking

AI Copilots

Interaction Recording

Quality Management (QM)

Performance Management (PM)

Feedback Management

Interaction Analytics

Service Automation

Autopilot

Proactive AI Agent

Knowledge Management

Experience Optimization (XO)

Platform

CRM Integrations

UCaaS Integrations

Call Center Software

Customer Experiences

Enlighten AI for CX

Back to Glossary

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.