NiCE’s Automatic Contact Distributor enhances customer satisfaction by enabling intelligent, data-driven routing of voice and digital interactions. It empowers agents to personalize conversations across multiple messaging channels and traditional voice, email, and chat. Using AI-powered behavioral profiles, skills, proficiency levels, and NLP-based analytics, NiCE quickly matches customers with the best agents. Seamless integration with AI bots and Voice Portal supports efficient self-service, reducing agent effort while improving engagement and response times across all communication channels.

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