Omnichannel Routing

Help customers make the right connection

Automatically match customers with the best available resource in any channel, every time with CXone Mpower Omnichannel Routing.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Start every interaction off on the right foot

Create a welcoming world where every customer immediately reaches the best agent to help them—even when it means self-service.

See what it can do

Make every customer journey smoother

Choose the customer interaction routing mode that’s best for you, and AI handles the rest.

CXone Mpower Omnichannel Routing automatically handles customer interaction routing—across voice, chat, email, social, self-service and SMS—to the most suitable agents in real time. Using intelligent routing and business rules, it prioritizes customer needs in context to match them with the agents who can give them the quick, efficient service they want.

Yes. Omnichannel Routing offers multichannel support, blending voice and digital channels in a single interface to let agents manage multiple interaction types at once. You’ll see more productivity and eliminate costly channel silos.

Absolutely. CXone Mpower’s customer interaction routing is fully customizable, so you can set priorities based on customer value, urgency, agent skills, or any custom criteria. You’ll see more flexibility in both standard and complex enterprise workflows and better performance in SLAs.

Omnichannel Routing uses AI for predictive routing, recognizing intent, and making decisions in real time. It analyzes historical performance, customer behavior, and contextual data to keep improving routing strategies over time.

Resolve interactions fast

Connect customers with the best resource across channels so they get the help they need quickly.

Help customers help themselves

Spot opportunities, then transform them into working solutions without coding — turning what works into what works everywhere.

Make the first move

Don’t wait for customers to reach out— reduce inbound interactions by contacting them first.

Adjust as needed

Make changes in minutes when you need to redistribute workloads across teams and keep things moving.