Improve Contact Center Performance with Enlighten AI for Customer Satisfaction
Omnichannel Routing
Help customers make the right connection
Automatically match customers with the best available resource in any channel, every time with CXone Mpower Omnichannel Routing.
The world’s best brands trust NiCE to power 15B+ interactions a year
Start every interaction off on the right foot
Create a welcoming world where every customer immediately reaches the best agent to help them—even when it means self-service.
Resolve interactions fast
Connect customers with the best resource across channels so they get the help they need quickly.
Help customers help themselves
Spot opportunities, then transform them into working solutions without coding — turning what works into what works everywhere.
Make the first move
Don’t wait for customers to reach out— reduce inbound interactions by contacting them first.
Adjust as needed
Make changes in minutes when you need to redistribute workloads across teams and keep things moving.
Make every customer journey smoother
Choose the customer interaction routing mode that’s best for you, and AI handles the rest.
Point customers in the right direction
Offer customers multichannel support when and where they need it with
CXone Mpower Omnichannel Routing. With the help of real-time analytics
and AI, it makes intelligent routing decisions for you, automatically.
Success stories
See what global CX leaders are saying
Vera Bradley embraces digital-first omnichannel
$50k
annual savings from calls resolved in IVR self-service
1 in 3
customers choose voice over other channels, a reduction from 3 in 5
Dutch Railways gets omnichannel on track
90%
of the railway’s agents handle voice and digital interactions
Boon Rawd Supply Chain streamlines operations
29%
reduction in callback duration
13.51%
decrease in average handle time
Related Products
Dig in to more about
Omnichannel Routing
Take the stress out of interactions
for your customers and your agents.
Ready to experience the power of one platform?
Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.