NICE CXone Omnichannel Routing

Call Management

Includes call transfer, caller ID management, callback scheduling, and call recording.

Predictive Dialer

Automatically dials numbers based on predicting agent’s availability, and only connects to agent if a live person responds to the call.

Power/Progressive Dialer

Automatically dials numbers from within a database, but only once an agent indicates their availability.

Preview Dialer

Enables agents to preview customer information before the outbound call.

Campaign Control Management

Run simultaneous campaigns, with pause, resume, & stop controls, automatic opt-out, phone surveys and polls, and time zone management.

Contact List Management

Import contacts from any CSV list, create a campaign list, and have built-in Do Not Call list filtering.

CRM Integration

Includes deep, seamless integration with CRM data and features.

Interactive Voice Response (IVR) and Call Flow Designer

Enables callers to access information via a voice response system of pre-recorded messages without speaking to an agent.

Omnichannel Integration

Solution also allows for broader engagement through SMS, chatbot, email, social media, and/or video conferencing.

Analytics and Reporting

Access to real-time call monitoring, dashboards and data interpretation, which can be exported as reports in a range of formats.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.