Omnichannel Routing for Contact Centers

Name: AI Omnichannel Routing
Brand: NiCE
Rating: 8.6 (951 reviews)

Personal, preferrable,
AI-powered connections

NiCE Omnichannel Routing directs voice, digital, and work items to the right resource using context, rules, and live availability.

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The world’s leading brands trust NiCE to power 25B+ interactions a year

Smarter routing for smoother customer journeys

Start every interaction strong with AI that matches customers to the best agent, bot, or self-service across every channel, in real-time.

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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.

CXone AI Routing

Move beyond rules-based routing. CXone AI Routing uses all available data and real-time context to predict which agent is most likely to achieve the best result whether that’s higher CSAT, faster resolution, lower churn.

ADD-ONS

Power smart connections

Optimize experiences using AI with all available data to match callers with agents who really “get them.”

Drive instant outcomes

Make an immediate business impact with priority focus metrics, built-in reports, A/B testing, and performance SLAs.

Point customers in the right direction

Offer customers multichannel support when and where they need it with NiCE 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

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.

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Frequently Asked Questions

NiCE Omnichannel Routing automatically handles customer interaction routing—across voice, chat, email, social, self-service and SMS—to the most suitable agents in real time. Using intelligent routing and business rules, it prioritizes customer needs in context to match them with the agents who can give them the quick, efficient service they want.

Yes. NiCE Omnichannel Routing offers multichannel support, blending voice and digital channels in a single interface to let agents manage multiple interaction types at once. You’ll see more productivity and eliminate costly channel silos.

Absolutely. CXone’s customer interaction routing is fully customizable, so you can set priorities based on customer value, urgency, agent skills, or any custom criteria. You’ll see more flexibility in both standard and complex enterprise workflows and better performance in SLAs.

Omnichannel Routing uses AI for predictive routing, recognizing intent, and making decisions in real time. It analyzes historical performance, customer behavior, and contextual data to keep improving routing strategies over time.