Omnichannel Routing - NiCE CXone (Video)

Overview

This product demo video showcases how the CXone Routing Engine ensures superior customer experiences by using all available data to find the best match for every customer interaction, regardless of channel. Contact centers can choose from different routing modes and use many different "levers" and combination of levers (e.g., skills , attributes, contact priority, agent proficiency) as well as AI-powered Routing to ensure that every interaction, regardless of channel is routed to the best available resource in the least amount of time - ensuring a frictionless experience for both consumers and agents.