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 Are the key features of NICE Journey Orchestration & Routing for Engaging And Following Up?

Why is NICE Journey Orchestration & Routing the best choice for Helpdesk Management?

 

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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County of San Diego - Government Administration

NiCE CXone Mpower helped the County of San Diego improve emergency response and customer service. After a major flood, the county used CXone Mpower to quickly set up new IVR prompts and queues for di...saster relief. The platform enabled remote work, real-time reporting, and SMS reminders for callbacks. In three weeks, the county handled over 10,000 calls and processed 6,000 aid applications, distributing $5.7 million. Missed callbacks dropped by 40%, abandonment rates fell 10%, and wait times went from two minutes to almost zero.

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e-regio - Utilities

CXone Mpower helped e-regio modernize its service operations. The company replaced manual processes with a digital-first platform. Agent performance, service levels, and cost control improved. e-regi...o now manages schedules and workflows more easily. The company is ready to expand AI use with a new customer portal. CXone Mpower gives e-regio better control and transparency in customer service.

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Maps Credit Union - Financial Services

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

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ECSI - Financial Services

ECSI used NiCE Enlighten Autopilot to improve efficiency in financial services for higher education. The platform helped ECSI engage with customers who wanted self-service. This led to a better live ...agent contact experience. ECSI aimed to boost service standards and streamline operations. The testimonial highlights improved customer engagement and efficiency.

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NICE Journey Orchestration & Routing Features

  • Low
  • Medium
  • High
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 Cognigy is the Sole Vendor Recognized as Customers Choice in the 2025 Gartner - Business Wire

NiCE Cognigy has been recognized as the sole vendor to receive the Customers' Choice award in the 2025 Gartner report. This recognition highlights NiCE's leadership in AI customer service automation solutions.

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Awards

NiCE Cognigy lone Gartner Customers' Choice for 2025 | NICE Stock News

NiCE Cognigy has been recognized as the sole vendor to receive the Customers Choice distinction in the 2025 Gartner Peer Insights for Enterprise Conversational AI Platforms. This accolade is based on verified customer feedback, highlighting NiCE's strong user trust and successful deployment of its AI solutions. Cognigy.AI, rated 4.8 out of 5 stars, offers multilingual, hyper-personalized service across various channels.

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Product

NICE Actimize launches Insights Network for fraud | NICE Stock News

NICE Actimize has launched the Actimize Insights Network, a real-time intelligence network designed to enhance fraud and financial crime prevention for financial institutions. This network provides cross-channel intelligence and counterparty risk insights, enabling targeted interventions and reducing customer friction. It aims to address the growing challenges of scams and financial crimes by offering a unified approach to risk assessment.

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Product

NiCE Cognigy Unveils Simulator, an AI Performance Lab to Enable Enterprise-Scale Evaluation of Production-Grade AI Agents - Business Wire

NiCE Cognigy has launched the Simulator, an AI Performance Lab designed for enterprise-scale evaluation of production-grade AI agents. This new tool aims to enhance the testing and deployment of AI solutions in large-scale environments.

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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