Orchestrate the entire journey.
Guide consumers from the very start to successful resolution of their journey across more natively supported channels than any other solution and maintain context throughout.
Enlighten Actions
Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report.
Omnichannel Routing
Connect customers to the ideal resource, the smart way. Optimize contact routing with AI that pulls from all available data to perfect connections and improve business results. 
Enlighten AI Routing
Match every customer with their perfect agent. Predict the best pairing with industry-leading AI and holistic CX data to boost customer experiences and KPIs.
Proactive Dialer
Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience. 
Digital and Voice Channels
Unlimited channel choices. Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout.
Social, Chat and Messaging
Do you speak digital? Engage website visitors in conversations. Always answer when consumers message on their channel of choice.
Master the customer journey.
Routing and Orchestration empowers you to guide consumers from the very start to successful resolution of their journey across all natively supported channels, maintaining context throughout. Create a seamless journey across self-service and agent-assisted channels, match every customer with the best resource. Reach out proactively and use a single, intuitive tool to enable anyone to shape CX, or use generative AI to quickly identify and operationalize improvements.
cxi platform
“With CXone we are better equipped to influence and standardize the customer experience and positively impact our business priorities as a whole. We’re operating at another level now.”
Thais Alves
Quality Coordinator Cielo
How to master the complexity of today’s customer journey.
Journey Orchestration is the “Invisible Intelligence” that empowers contact centers to orchestrate all interactions and touch points to create a frictionless experience for every customer.
Here’s why contact center leaders love us.
Related Resources
White Papers

Cultivating a future-proof customer journey

Companies are constantly looking for ways to enhance CX performance, reduce costs, and gain a substantial competitive edge. Working with CX outsourcers is becoming an even bigger solution to meeting those goals.


Customer Journey Map: The new digital-first CX

Over time, customer expectations have evolved and shifted toward a digital-first mindset. Today, customers prefer digital channels, and their journeys are much more complex.

Case Studies

Global electronics manufacturer embraces digital customer service with NICE CXone

A global electronics manufacturer struggled with its out-of-date, on-premises contact center system, which was a mix of disparate solutions from different vendors. The system was costly to update, required a significant amount of vendor support and couldn’t integrate with its other internal systems.

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