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?

What Are the key features of NICE Journey Orchestration & Routing 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 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