Call Center Software – Cloud Contact Center Solutions
10 billion
CXone interactions managed annually
30 +
voice and digital channels
1000 +
pre-built Enlighten AI models
4000 +
migrations to the cloud
“Enlighten AI has totally changed the way our company operates—for the best. We’re able to measure how we’re treating our guests while still focusing on sales and driving revenue. What more could we ask for in a sales environment?”
ALEXANDRIA DOUCET
QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE
“We basically took all the tools we utilize on CXone for voice and chat contacts and applied them to Discord, creating a full platform to help make things better and give more insights into Discord, NFT, and Web3 communities.”
THOMAS LAIRD
CEO, EXPIVIA
“NICE technology, underpinned by personal support, empowers Teleperformance to turn data into quality interactions in diverse languages, bridging cultural gaps and strengthening our commitment to superior customer engagement.”
SISI WAN
SR. ANALYTICS DIRECTOR APAC, TELEPERFORMANCE
“Enlighten AI and Interaction Analytics have given us the ability to cast a wide net to identify critical call types, while NICE Quality Management allows us to evaluate and act in ways that really move the needle.”
MORGAN GRAY
SENIOR MANAGER IN CUSTOMER EXPERIENCE FIELD MANAGEMENT, REPUBLIC SERVICES
“We definitely saw results right away with CXone Feedback Management. The biggest improvement for us is being able to show our agents the customer verbatims and to discuss how well they did in their interactions. When agents see the words coming from a customer it makes a huge difference, and it’s become a great recognition tool.”
MYRA NUNEZ
DIRECTOR OF EMPLOYEE SERVICES, ONESOURCE VIRTUAL
Call center software
Make every customer experience, extraordinary.
Transform your call center software with CXone and empower your agents to provide better experiences—every time and on every channel.
CXone is a premier Call Center Software solution designed to streamline contact center operations and improve customer experience (CX). Featuring an advanced Automatic Call Distribution (ACD) system, CXone efficiently routes calls to the most suitable agents, significantly enhancing productivity and minimizing customer wait times. This feature ensures that every call is handled promptly and by the most qualified agent available, making it a cornerstone for optimizing call center efficiency.
The suite of call center features provided by CXone is robust, focusing on elevating customer service quality. Key tools like call recording are not just about monitoring; they are integral to quality assurance and effective training of call center staff. This functionality is vital for maintaining high service standards and fostering continuous improvement in agent performance. CXone serves as a comprehensive call center solution, streamlining operations for call center agents by efficiently routing incoming calls, which enhances their ability to provide quality customer service.
Unleash our top performing CX platform.
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By enhancing customer interactions and satisfaction, CXone not only meets but exceeds the typical expectations from a contact center software. Its tailored solutions cater to diverse business needs, making it an essential tool for companies aiming to provide proactive support and drive customer engagement. Overall, CXone plays a pivotal role in enhancing customer satisfaction and loyalty, solidifying its position as a leading solution in the call center software market. CXone supports the handling of both incoming and outbound calls, showcasing its versatility for call center agents and sales teams, enhancing their efficiency and effectiveness in customer service, sales, and telemarketing operations.
Join the thousands of businesses who trust NICE to create exceptional customer experiences with purpose-built AI.
It’s a new era for customer service. Create consistency and satisfaction by transforming every customer interaction from one unified, cloud-native platform infused with specialized AI for CX. Furthermore, CXone is versatile, supporting both inbound and outbound communication strategies. Its Interactive Voice Response (IVR) system is specifically tailored to handle high call volumes, streamlining processes and boosting operational efficiency. This capability allows businesses to manage peak times effectively without compromising service quality. CXone utilizes customer data to improve service and operational efficiency, ensuring a seamless integration with CRM systems for a comprehensive view of customer interactions.
The highest standards get the best reviews.
CXone is recognized as one of the best call center software options available, offering comprehensive features like call recording, monitoring, analytics, and omnichannel communication that benefit both call center agents and customers. Read NICE CXone customer reviews across the major B2B SaaS review sites to see why our contact center solutions are leading the industry.
Frequently Asked Questions
Explore the CXexchange Marketplace and explore what’s possible.
When you choose CXone, you gain access to unlimited innovation via open APIs and pre-integrated certified partner applications available on the NICE CXone CXexchange marketplace. See them all with a single click.
As businesses seek the right call center software to manage their customer interactions, CXone sets itself apart by offering comprehensive channel coverage. This includes seamless integration of various communication methods, rigorous quality control measures, and detailed analytics and reporting capabilities. These features collectively ensure that CXone delivers an exceptional and consistent customer experience across all touchpoints. CXone is a cloud contact center solution, highlighting its flexibility and scalability, which is essential for businesses with fluctuating demand and a global customer base.
Give agents full visibility and enticing gamification to drive performance. Guide them in real time with AI. Empower employees with flexible scheduling.
Innovate and integrate with ease—one complete platform with a core module framework open to 3rd party integrations, and all the reliability, security, and flexibility you need.
A call center (often referred to as a contact center) is a function which provides customer service and support. Companies staff call centers with agents who are trained to assist with a variety of service requests. A call center can typically handle inbound calls and outbound calls.
A call center will typically utilize some form of telecommunications software such as an automatic call distributor (ACD) to route calls to the appropriate agent. This call center software is fundamental to delivering a positive customer experience. Companies looking to modernize operations and transform their ability to deliver exceptional customer experiences are increasingly turning to cloud call center software solutions as they offer greater agility and flexibility to meet rapidly changing customer expectations.
Call center agent software, often called the agent desktop or agent workspace, when done right brings the processes and capabilities of newer call center software technology to a unified portal for call center agents. Each individual agent may use the agent-facing interface to handle customer inquiries and resolve issues. The software may automatically track necessary quality metrics.
The agent’s main function is to interact with customers when they require assistance; the software that enables these interactions should provide the means to handle calls and other touchpoints, and should integrate with the company’s primary CRM software. If integrated with existing CRM software, the agent may use the agent software to easily access necessary data or documents to resolve issues in an optimal manner for maximum customer satisfaction.
In an era where customer service can significantly differentiate one business from another, call center software has evolved into a critical tool for achieving operational excellence and delivering superior customer experiences. This definitive guide delves deeper into the nuances of call center software, exploring its comprehensive capabilities, the strategic importance of artificial intelligence (AI), the decision-making process for selecting the right solution, the advantages of cloud-based platforms, and essential implementation strategies. It aims to equip businesses with the knowledge to leverage call center technology effectively, transforming customer service from a business function into a competitive advantage.
