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.

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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.

Make every customer journey smoother

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

Cut customer wait times and get better First Contact Resolution rates by merging and elevating channels as needed.
See how it works
Choose from multiple intelligent routing modes to assign interactions based on skills, contact priority, and agent proficiency.
Get right back to dropped interactions with a seamless inbound/outbound system that makes it easy to reconnect.
Encourage agents to personalize each interaction with data and cross-channel history, thanks to intelligent routing.
Help your teams collaborate on routing issues in one intuitive tool that’s truly no-code/low-code.

Point customers in the right direction

Offer customers multichannel support when and where they need it with
CXone Mpower Omnichannel Routing. With the help of real-time analytics
and AI, it makes intelligent routing decisions for you, automatically.

Success stories

See what global CX leaders are saying

Vera Bradley embraces digital-first omnichannel

$50k

annual savings from calls resolved in IVR self-service

1 in 3

customers choose voice over other channels, a reduction from 3 in 5

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Dutch Railways gets omnichannel on track

90%

of the railway’s agents handle voice and digital interactions

Boon Rawd Supply Chain streamlines operations

29%

reduction in callback duration

13.51%

decrease in average handle time

Learn more

Dig in to more about
Omnichannel Routing

Take the stress out of interactions
for your customers and your agents.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

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.