Overview
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.
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.
