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AI for better connections in real-time: CXone Enlighten AI Routing


Deliver the experience your customers want with the power of AI and the industry’s largest first-party holistic CX database, with data derived through the analysis of billions of real-life consumer interactions. CXone Enlighten AI Routing combines CX data with award-winning analytics, all available data sources and attributes, contact center performance, and agent behavioral data to predict the best customer-agent match—transforming the typical customer experience ritual into meaningful connections for customers, and your bottom-line.


Enlighten AI Routing

Evolve beyond skills-based, first available routing by matching customers with individual agents to optimize business goals. CXone Predictive Behavioral Routing connects people on a personal level-improving any outcome, including sales, cost reduction, and customer experience. Realize immediate results with effortless implementation on CXone ACD. NICE CXone Predictive Behavioral Routing is AI-powered call routing that predicts the best match between customers and agents-for smarter connections and business results, with a performance guarantee.