We make it easy for contact centers to transform one-on-one experiences.
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
CXone Omnichannel Routing System
Engage customers in Smart Digital Conversations with digital-first omnichannel experiences
NICE inContact CXone Omnichannel Routing is a contact routing and interaction management suite that empowers your agents to positively and productively interact with customers in digital and voice channels. Gain agility by quickly deploying agents anytime, anywhere, and by implementing routing and self-service artificial intelligence (AI) chatbot and voice portal changes in hours.
Seamlessly connect customers to the right agent across any channel
Intelligent Omnichannel Routing
Improve agent job satisfaction and performance
My Agent eXperience – MAX helps personalize and streamline customer interactions across virtually any channel
Transform your contact center into a profit center
Seamlessly blend inbound and outbound omnichannel interactions, increase agent utilization, and enable active outreach to your customers
Gain business speed and flexibility
Quickly deploy agents anytime, anywhere for maximum operational flexibility and implement contact routing and IVR changes in hours, not days or months
Call Center Software
NICE inContact CXone, the world’s #1 cloud customer experience platform, helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone is the first and only cloud call center software platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.
Automatic Call Distribution Software
Ensure digital and voice interactions are routed to qualified agents using sophisticated automatic contact distribution (ACD)
CXone Automatic Contact Distributor (ACD) is a skills-based omnichannel routing engine that intelligently routes digital and voice interactions to the right agents. Our automated call distribution software provides a universal queue for 30+ channels, self-service artificial intelligence (AI) chatbot and voice portal, consolidated omnichannel agent desktop with customer context, and drag-and-drop studio for designing contact flows.
Increase customer satisfaction with personlized digital and voice interactions
Empower agents to engage in smart digital conversations with customers
Optimize best agent match based on skills and AI-powered behavioral profiles
Increase productivity by automating routine contacts with AI bots and IVR
Accelerate changes to digital, voice and AI routing flows in minutes, not weeks
Call Center Software for Enterprise
Is technology holding you back on achieving your goals?
Increase customer lifetime value
Deliver the consistent omnichannel experience your global customers want. Improve your customer acquisition, retention, and growth with great service. Our customers boost revenue by millions of dollars!
Boost agent satisfaction
Onboard new agents faster and make them productive from day one. Provide agents a single, intuitive desktop to keep them engaged. Dramatically reduce agent attrition.Improve global efficienciesBreak down silos across your service centers. Leverage true economies of scale with global operations. Meet and exceed KPIs every time in every center.Eliminate tech debtNo more sunk cost in old technology. Don’t let it impede your growth and agility anymore. Continuously innovate with the latest; future proof your center
Interactive Voice Response (IVR) Software
NICE inContact CXone Interactive Voice Response (IVR) reduces your cost per call by letting customers choose the type of help they want such as self-service or speaking to an agent. Not only will our IVR software free up your agents to handle more complex cases, but customers can quickly self-solve basic issues like bill pay, account inquiries, and more.
Offer automatic call back to your customers
Freedom to choose between agent or self-service
Fully integrated with CXone ACD
Centralize your IVR system cross multiple contact centers
Enable faster IVR changes
CXone Workforce Optimization
CXone Workforce Optimization unlocks the potential of your team by inspiring employees’ self-improvement, amplifying quality management efforts to enhance the customer experience, and reducing labor waste. Our patented technology provides the industry’s most accurate forecasts, helps foster employee ownership & accountability, and is fully integrated with NICE inContact CXone
Improve customer experience
Understand the true experience your customers receive and automate measurable quality improvement plans
Achieve your NPS, CSAT, CES and other key quality objectives
Increase customer retention by detecting dissatisfaction
Transform your contact center into an experience center
Improve customer loyalty by turning around bad experiences
Workforce Management Software
NICE inContact CXone Workforce Management empowers you to anticipate business demands and optimize your workforce with the industry’s most intelligent and accurate omnichannel forecasting engine. Patented AI and machine learning technology unlocks your workforce’s potential and harnesses the true power of your organization’s greatest asset – your people.
Reduce labor waste
Improve schedule adherence and agent engagement
Minimize administrative effort and maintenance requirements
Generate intraday plans for call volume
Open Cloud Platform – CXone
Power rapid innovation
NICE inContact Open Cloud Foundation powers rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly, and serves customers of all sizes globally. We guarantee industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program, plus CXexchange marketplace for pre-built integrations from ecosystem partners
Industry-leading reliability and security
CXone Open Cloud Foundation offers unparalleled security and reliability