NICE Journey Orchestration & Routing Overview

NICE's omnichannel routing and journey orchestration empower businesses to efficiently manage complex customer journeys. Invisible intelligence optimizes customer interactions seamlessly.

Use Cases

Customers recommend Engaging And Following Up, Helpdesk Management, Tracking & Monitoring Communications, as the business use cases that they have been most satisfied with while using NICE Journey Orchestration & Routing.

Other use cases:

  • Coaching
  • Rating And Review Management
  • Contact List Management
  • Lead Qualification: Technographic
  • Sales Call Management
  • Advertisement
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Business Priorities

Enhance Customer Relationships and Increase Sales & Revenue are the most popular business priorities that customers and associates have achieved using NICE Journey Orchestration & Routing.

Other priorities:

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NICE Journey Orchestration & Routing Use-Cases and Business Priorities: Customer Satisfaction Data

NICE Journey Orchestration & Routing works with different mediums / channels such as Website. Chat. Omnichannel etc.

NICE Journey Orchestration & Routing, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

NICE Journey Orchestration & Routing Customer wins, Customer success stories, Case studies

What benefits does NICE Journey Orchestration & Routing offer for Engaging And Following Up?

How does NICE Journey Orchestration & Routing address your Helpdesk Management Challenges?

 

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including ...WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

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H&R Block Transforms Into Digital-First, AI-Powered Customer Care Organization with NiCE CXone Mpower - Business Wire

H&R Block has transformed its customer service operations by deploying NICE CXone Mpower, shifting from traditional call centers to a digital-first, AI-powered support model. The rapid migration enab...led scalable, automated customer care, handling over 5 million calls in four months. Leveraging AI-driven features like Autopilot and coaching, H&R Block achieved seven-figure cost savings, improved agent performance, and higher customer satisfaction.

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San Francisco DEM selects NICE Inform Elite for capturing and analyzing 911 communications - SecurityInfoWatch

San Francisco DEM chooses NICE Inform Elite to capture and analyze 911 communications.

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Utility Warehouse - Utilities

NiCE Workforce Management helped Utility Warehouse improve agent scheduling and forecasting. Before, manual processes and old tools caused errors and wasted time. NiCE IEX Workforce Management integr...ated with Genesys and HR systems, letting agents swap schedules and request holidays. After launch, forecast accuracy improved by 11%. Employee satisfaction and retention increased. The company now handles growth and customer needs more efficiently.

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TD Bank - Banking

NiCE Employee Engagement Manager and Value Realization Services helped TD Bank automate scheduling and boost productivity in its contact center. The bank introduced self-service scheduling, shift swa...ps, and voluntary time off, giving agents more flexibility. Over 480,000 VTO hours were used, with a 45% adoption rate. TD Bank saved millions yearly, reduced customer wait times by 88 million minutes, and increased calls handled by 11%. Customer satisfaction exceeded targets by 4.5% and the new system improved recruitment and agent engagement.

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Nex-Tech Wireless - Telecommunications

CXone Mpower helped Nex-Tech Wireless improve customer experience and efficiency. The company added omnichannel support, including live chat, SMS, and chatbot features. Supervisors gained better visi...bility into agent performance and schedule compliance. Quality management tools highlighted areas for improvement. Nex-Tech Wireless now meets its average hold time targets and manages agent breaks to keep service levels high.

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NICE Journey Orchestration & Routing Features

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FEATURE RATINGS AND REVIEWS
AI Powered

3.17/5 ★

Read Reviews (2)
Custom Reports

3.72/5 ★

Read Reviews (10)
Analytics

2.94/5 ★

Read Reviews (1)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.17/5 ★

Read Reviews (2)
Custom Reports

3.72/5 ★

Read Reviews (10)
Analytics

2.94/5 ★

Read Reviews (1)

Software Failure Risk Guidance

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for NICE Journey Orchestration & Routing

Top Failure Risks for NICE Journey Orchestration & Routing

NICE Ltd. News

Awards

NiCE Named a Leader in IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025 - Markets Financial Content

NiCE has been recognized as a Leader in the IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025. The recognition highlights NiCE's CX AI platform, CXone Mpower, known for its multi-lingual Gen AI-powered omni-channel capabilities and customer journey orchestration. This platform is particularly suited for regulated industries and large organizations seeking secure, AI-driven customer experience solutions.

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Partnership

NiCE and IGT Solutions Accelerate AI-First CX Transformation for Global Brands with CXone Mpower - Markets Financial Content

NiCE and IGT Solutions have partnered to enhance AI-driven customer experience (CX) for global brands using NiCE's CXone Mpower platform. This collaboration aims to accelerate the transformation of customer service operations by integrating advanced AI capabilities.

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Executive

NiCE Appoints Arun Chandra as Chief Operating Officer to Lead Newly ...

NiCE has appointed Arun Chandra as Chief Operating Officer to lead its newly formed Global Customer Operations division. Chandra, a former executive at Disney, Meta, and HPE, will drive operational excellence and support NiCE's AI-first customer experience strategy. He will report to CEO Scott Russell and join the Executive Leadership Team.

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Financial

NiCE Reports 13% Year-Over-Year Cloud Revenue Growth for the Third ...

NiCE reported a 13% year-over-year increase in cloud revenue for Q3 2025, reaching $562.9 million. The company also completed the acquisition of Cognigy, enhancing its AI capabilities. AI ARR grew by 49% year-over-year. NiCE raised its full-year 2025 revenue guidance, reflecting strong performance in its AI-first strategy and CX AI business.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

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Financials

IPO