What is a Contact Disposition?
Dispositions are user-defined statuses that can be assigned to completed interactions either by an agent or by the system. They can trigger other actions, such as the scheduling of a callback, adding the contact to the do-not-call list, finalizing the record, and so forth. Dispositions can then be used to filter in reporting and quality management to understand more about the content of the interaction.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.Omnichannel
Routing
Digital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Outbound DialerRouting
Workforce Engagement Management (WEM)
Workforce Management (WFM)Quality Management (QM)Interaction RecordingPerformance Management (PM)NICE Enlighten
AI for CX
Enlighten AI CopilotEnlighten ActionsEnlighten AutopilotEnlighten AutoSummaryAI for CX
