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CXone ACD/IVR provides callers with a positive call experience by getting the caller to the right agent with the right skill set on the first call. The system has other benefits as well – announcement and specialized messaging programing and allowing agents to have visibility to see when call are in the queue – to name a few.


ACD/IVR Overview Demo (Video) | Call Center Software

NICE CXone ACD/IVR ensures customer requests are resolved with self-service or quickly routed to qualified agents. It provides a universal queue for real-time interaction management, and a consolidated interface with a seamlessly integrated IVR for routing strategies across all supported channels. Unlike complex competitor solutions, CXone ACD/IVR enables anyone from business user to workflow programmer to optimize routing and queueing in changing business situations.

More than the right solution. The right fit.

Drive 100% customer satisfaction. A streamlined IVR makes it simple.

CXone ACD | Contact Center ACD IVR

Match Customers to the Right Agent Every Time Build a strong core for your contact center operations using CXone ACD. Our skills-based routing approach lets you optimize interactions by delivering your customers to the right agent or method of service quickly and effectively, regardless of contact channel. An easy-to-use interface lets you manage queues, monitor interaction quality, communicate with agents, generate custom reports to help in agent performance and customer experience improvement, and much more.