Omnichannel routing
Voice, digital messaging, chat, email and social routed through a single engine with unified context and one set of business rules.
AI-first customer experience
NICE CXone
CXone brings omnichannel routing, AI self-service, workforce engagement and interaction analytics onto one platform — so every conversation stays connected no matter which channel the customer starts in.
What CXone delivers
AI agents and self-service
Conversational AI and IVR resolve routine requests end to end, escalating to a live agent with the full transcript attached.
Copilot for agents and supervisors
Real-time guidance, summarization and next-best-action for agents; live coaching and intervention cues for supervisors.
Workforce management
Forecasting, scheduling, intraday management and adherence tracking built for omnichannel volumes, not just calls.
Interaction analytics
Analyze 100% of interactions for sentiment, compliance and root cause, and feed findings straight into quality and coaching.
Enterprise scale
A proven cloud platform trusted by global brands, with the security, compliance and reliability large service organizations require.
Core capabilities
- Recording management, quality management and automated scoring
- Performance management with gamification and coaching workflows
- Voice of the customer surveys and feedback management
- Proactive outbound engagement and campaign management
- Knowledge management surfaced to both AI and live agents
- Open APIs and CRM integrations for unified agent desktops
How Colab helps
- Platform selection guidance — CXone versus RingCentral, scored against your requirements
- Queue, routing and disposition design mapped to your service levels
- Migration from legacy ACD and premise contact center systems
- Reporting and WFM configuration your supervisors will actually use
- US-based support after go-live with retainer or à la carte hours