NICE CXone Omnichannel Routing Logo
NICE CXone Omnichannel Routing Logo
NICE Ltd

NICE CXone Omnichannel Routing

8.3 /10
Category
NICE CXone Omnichannel Routing
8.3 /10

What is NICE CXone Omnichannel Routing?

CXone Omnichannel Routing is used to seamlessly connect customers to the right agent across any channel. NICE CXone Omnichannel Routing is a contact routing and interaction management suite that empowers your agents to positively and productively interact with customers in any channel. Use the market-leading cloud customer experience platform and profit from easy-to-use interfaces, powerful integrations and superior flexibility. CXone Omnichannel Routing provides your agents with full customer context sentiment, and, conversation history with an integrated Customer Card—powered by optional pre-built CRM integrations—all in one consolidated agent desktop.

Company Details


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NICE CXone Omnichannel Routing Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on NICE CXone Omnichannel Routing.

94 Likeliness to Recommend

100 Plan to Renew

94 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love NICE CXone Omnichannel Routing?

8% Negative
0% Neutral
92% Positive

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Feature Ratings

Average 94

Call Management

96

Predictive Dialer

94

Power/Progressive Dialer

94

Preview Dialer

94

Campaign Control Management

94

Contact List Management

94

CRM Integration

92

Interactive Voice Response (IVR) and Call Flow Designer

92

Omnichannel Integration

92

Analytics and Reporting

90

Vendor Capability Ratings

Average 93

Availability and Quality of Training

96

Quality of Features

96

Ease of Data Integration

94

Ease of Implementation

94

Product Strategy and Rate of Improvement

94

Usability and Intuitiveness

94

Business Value Created

92

Ease of Customization

92

Breadth of Features

92

Ease of IT Administration

90

Vendor Support

88

NICE CXone Omnichannel Routing Reviews

Paul T.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

Smart digital-first contact center

Likeliness to Recommend

9 /10

What differentiates NICE CXone Omnichannel Routing from other similar products?

It includes Omnichannel Routing and Interaction Mamagement that motivates agents to interact in both digital and voice channels. It also provides self-service, agent-assisted, and fully automated alerts and actions

What is your favorite aspect of this product?

It lets agents interact with callers via a series of automatef menus and a self-serve for customers for faster resolution. The system includes a recorded greeting for the caller, announces menu options and connects the caller to an agent

What do you dislike most about this product?

Could have better tools for tracking calls and have better disposition options

What recommendations would you give to someone considering this product?

The implementation of CXone delivers greater functionality, flexibility, ans adaptability for contact center agents. It is easy to manage and train staff which enables better support for the organization in the efforts to decentralise contact center operations

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Emmy M.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

Simply amazing with classic call center features

Likeliness to Recommend

10 /10

What differentiates NICE CXone Omnichannel Routing from other similar products?

CXone has the best automatic call distribution system that kicks in immediately when a customer chooses a preferred option from the IVR menu. Based on the customer's request, ACD carries out intelligent routing to connect the customer to the right agent or places the call in the call queue

What is your favorite aspect of this product?

CXone supports phone call recording that helps train agents, improve their productivity and enhance customer satisfaction

What do you dislike most about this product?

Improved screen recording to provide greater insight into what the agent experienced and their actions while assisting the customer calls

What recommendations would you give to someone considering this product?

With CXone, you will provide better customer service, remain responsive to client queries, and increase accessibility. It will go a long way in giving your business an instant competitive advantage

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Deborah M.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

Top notch call center software

Likeliness to Recommend

10 /10

What differentiates NICE CXone Omnichannel Routing from other similar products?

Empowers us to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE CXone Omnichannel Routing acts as our one stop shop for our daily role, and the leadership team can check adherence, stats, QA and coaching all from one easy to use platform

What is your favorite aspect of this product?

It delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI that keeps my team one step ahead. Switching between phone calls, emails and chats is seamless

What do you dislike most about this product?

In order to get precise metrics, sometimes we have to use the Data Download. Reporting has been made complex by the deep customization of the IVR

What recommendations would you give to someone considering this product?

The staff you will encounter within NICE is beyond knowledgeable about their product. The product will transforms your call center empowering exceptional agent and customer experiences

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing