NICE Journey Orchestration & Routing Overview

NICE's omnichannel routing and journey orchestration empower businesses to efficiently manage complex customer journeys. Invisible intelligence optimizes customer interactions seamlessly.

Use Cases

Customers recommend Engaging And Following Up, Helpdesk Management, Tracking & Monitoring Communications, as the business use cases that they have been most satisfied with while using NICE Journey Orchestration & Routing.

Other use cases:

  • Coaching
  • Rating And Review Management
  • Contact List Management
  • Lead Qualification: Technographic
  • Sales Call Management
  • Advertisement
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Business Priorities

Enhance Customer Relationships and Increase Sales & Revenue are the most popular business priorities that customers and associates have achieved using NICE Journey Orchestration & Routing.

Other priorities:

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NICE Journey Orchestration & Routing Use-Cases and Business Priorities: Customer Satisfaction Data

NICE Journey Orchestration & Routing works with different mediums / channels such as Website. Chat. Omnichannel etc.

NICE Journey Orchestration & Routing, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

NICE Journey Orchestration & Routing Customer wins, Customer success stories, Case studies

What solutions does NICE Journey Orchestration & Routing provide for Engaging And Following Up?

What Are the key features of NICE Journey Orchestration & Routing for Helpdesk Management?

 

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including ...WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

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H&R Block Transforms Into Digital-First, AI-Powered Customer Care Organization with NiCE CXone Mpower - Business Wire

H&R Block has transformed its customer service operations by deploying NICE CXone Mpower, shifting from traditional call centers to a digital-first, AI-powered support model. The rapid migration enab...led scalable, automated customer care, handling over 5 million calls in four months. Leveraging AI-driven features like Autopilot and coaching, H&R Block achieved seven-figure cost savings, improved agent performance, and higher customer satisfaction.

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San Francisco DEM selects NICE Inform Elite for capturing and analyzing 911 communications - SecurityInfoWatch

San Francisco DEM chooses NICE Inform Elite to capture and analyze 911 communications.

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Financial Services Company - Financial Services

NiCE Workforce Management (WFM) helped a financial services company upgrade their legacy system. The company wanted to clean up their WFM data and improve system design for digital transformation. Ni...CE Value Realisation Services (VRS) provided consultancy and customized training. The solution improved system speed, boosted team confidence, and made staff more efficient. The company reduced forecasting time by 75% and saved hours each day.

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KeyBank - Financial Services

NiCE helped KeyBank reengineer its quality program. KeyBank is a large regional financial institution in the United States. The bank wanted to improve its customer experience and service quality. NiC...E provided a solution to support these goals. KeyBank has about $146.7 billion in assets and nearly 17,000 employees.

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ArrowXL - Transportation/trucking/railroad

CXone helped ArrowXL fix problems with old, separate systems. ArrowXL used CXone to bring all contact center work into one place. Agents now save time and work faster. ArrowXL saw a 10% drop in labor... costs and agents handle two more contacts per hour. Better reporting lets managers and agents see how they are doing. Coaching and first-contact resolution improved. ArrowXL plans to use more AI features in the future.

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NICE Journey Orchestration & Routing Features

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  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.17/5 ★

Read Reviews (2)
Custom Reports

3.72/5 ★

Read Reviews (10)
Analytics

2.94/5 ★

Read Reviews (1)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.17/5 ★

Read Reviews (2)
Custom Reports

3.72/5 ★

Read Reviews (10)
Analytics

2.94/5 ★

Read Reviews (1)

Software Failure Risk Guidance

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for NICE Journey Orchestration & Routing

Top Failure Risks for NICE Journey Orchestration & Routing

NICE Ltd. News

Executive

NiCE Appoints Jeff Comstock as President, CX Product & Technology

NiCE has appointed Jeff Comstock as President of CX Product & Technology, effective October 1, 2025. Comstock, who previously led Microsoft's Customer Experience applications business, will report to CEO Scott Russell. His extensive experience in AI and enterprise SaaS applications positions him to drive NiCE's innovation and leadership in customer experience.

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Awards

NiCE Named a Leader in the 2025 Gartner Magic Quadrant for Contact ...

NiCE has been named a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service for the eleventh consecutive year. The company was recognized for its CXone Mpower AI platform, which excels in workflow automation and AI-powered agent assistance. This recognition highlights NiCE's leadership in customer experience technology.

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M&A

NiCE to Acquire Cognigy - Advancing the Leading CX AI Platform to ...

NiCE has announced a definitive agreement to acquire Cognigy, a leader in conversational and agentic AI. This acquisition will integrate Cognigy's AI capabilities with NiCE's CXone Mpower platform, enhancing AI-first customer service delivery. The transaction, valued at approximately $955 million, is expected to close in Q4 2025, pending regulatory approvals.

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Product

NiCE Unveils NiCE Inform AI for Emergency Communications Centers - Business Wire

NICE launched NICE Inform AI, an AI-powered transcription and search platform for emergency communications centers. The solution automates call transcription, accelerates incident searches, and provides actionable insights to improve emergency response, operational efficiency, and staff retention. NICE Inform AI leverages artificial intelligence to help ECCs manage increasing call volumes and complex incident data.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

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Financials

IPO