Evolve beyond skills-based, first available routing by matching customers with individual agents to optimize business goals. Enlighten AI Routing connects people on a personal level-improving any outcome, including sales, cost reduction, and customer experience. Realize immediate results with effortless implementation on CXone ACD. NICE Enlighten AI Routing is AI-powered call routing that predicts the best match between customers and agents-for smarter connections and business results, with a performance guarantee.
How AI Routing Enhances Contact Center Operations
Reducing Wait Times with Predictive Call Routing AI-driven routing systems analyze real-time customer data to predict the best agent or resource for each interaction. This intelligent routing minimizes wait times, ensuring faster connections and improved customer satisfaction.
Improving Agent Efficiency with Dynamic Tools AI routing tools dynamically adapt to call volumes and agent availability, distributing workloads evenly and optimizing performance. These tools empower agents to focus on resolving issues efficiently, boosting overall productivity.
By leveraging AI routing, contact centers can streamline operations, enhance customer experiences, and maximize agent effectiveness.
Key Features of Enlighten AI Routing
Integration with CRM for Seamless Personalization Enlighten AI Routing integrates effortlessly with CRM systems, enabling personalized call handling. By accessing customer histories and preferences, it ensures each interaction feels tailored and relevant, enhancing the overall customer experience.
Real-Time Adjustments Based on Customer Data This advanced AI routing solution leverages real-time customer data to make instant adjustments. Whether it's matching a caller to the most suitable agent or adapting to changing call volumes, Enlighten AI Routing optimizes every interaction for efficiency and satisfaction.
With these powerful features, Enlighten AI Routing sets a new standard for intelligent and effective contact center operations.
