NICE Omnichannel 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 Omnichannel 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 Omnichannel Routing.

Other priorities:

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NICE Omnichannel Routing Use-Cases and Business Priorities: Customer Satisfaction Data

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

NICE Omnichannel 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.

Comprehensive Insights on NICE Omnichannel Routing Use Cases

Why is NICE Omnichannel Routing the best choice for Engaging And Following Up?

What Are the key features of NICE Omnichannel Routing for Helpdesk Management?

Case Studies

Financial Services

CASE STUDY Maps Credit Union

NiCE CXone helped Maps Credit Union modernize its contact center. The old system was outdated and hard to update. With NiCE CXone, Maps Credit Union improved call authentication, agent dashboards, an...d self-service options. Staff quickly saw value in faster call handling and better member service. The new system deflected thousands of calls per month to self-service. Feedback Management linked surveys to agent interactions, leading to real operational changes.

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Banking

CASE STUDY TD Bank

NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced self-service scheduling, shift swa...ps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.

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Telecommunications

CASE STUDY Nex-Tech Wireless

CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and chatbot features. Supervisors gained better visi...bility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.

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Utilities

CASE STUDY Utility Warehouse

NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and wasted time. NiCE IEX Workforce Management integr...ated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.

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Financial Services

CASE STUDY Maps Credit Union

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

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Financial Services

CASE STUDY A full-service bank in the United Kingdom & Ireland

NICE Workforce Management and NICE Value Realisation Services helped a full-service bank in the UK & Ireland improve their workforce management system. The bank needed to clean up their WFM system an...d use more features for digital transformation. NICE provided consultancy and customized training, focusing on better entity design and best practices. The bank achieved 75% faster forecasting and reduced call types by 69%. Productivity increased, and the team saved several hours each day.

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NICE Omnichannel Routing Features

  • Low
  • 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 Omnichannel Routing

Top Failure Risks for NICE Omnichannel Routing

NICE Ltd. News

Customer

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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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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Product

NiCE Unveils NiCE Inform AI for Emergency Communications Centers | User | ricentral.com - FinancialContent

NiCE has launched NiCE Inform AI, an AI-powered solution for Emergency Communications Centers (ECCs), enhancing transcription and search capabilities to improve productivity, emergency response, and staff retention. The solution automates tasks like incident reconstruction and quality assurance, providing timely insights and improving situational awareness. It will be showcased at the NENA 2025 Conference & Expo.

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Product

NiCE Launches CXone Mpower Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment - Business Wire

nice has launched CXone Mpower Agents, a new suite of enterprise-grade agentic AI agents designed for customer experience automation. These AI agents enable automated fulfillment in contact centers, supporting digital experience platforms and modern customer service operations. The solution targets organizations seeking to enhance customer engagement through AI-driven automation and hyper-personalization.

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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

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Financials

IPO