List of NICE CXone Omnichannel Routing Customers
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Since 2010, our global team of researchers has been studying NICE CXone Omnichannel Routing customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased NICE CXone Omnichannel Routing for PBX, VoiP and Phone Systems from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using NICE CXone Omnichannel Routing for PBX, VoiP and Phone Systems include: NatWest Group, a United Kingdom based Insurance organisation with 59400 employees and revenues of $19.98 billion, Optum India, a India based Professional Services organisation with 33000 employees and revenues of $10.00 billion, iQor, Inc., a United States based Professional Services organisation with 45000 employees and revenues of $2.00 billion, Gant Travel, a United States based Professional Services organisation with 150 employees and revenues of $20.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE CXone Omnichannel Routing, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Gant Travel | Professional Services | 150 | $20M | United States | Nice Systems | NICE CXone Omnichannel Routing | PBX, VoiP and Phone Systems | 2019 | n/a |
In 2019, Gant Travel implemented NICE CXone Omnichannel Routing to consolidate contact-centre operations in its US contact centre and to centralize PBX, VoiP and Phone Systems capabilities under a single cloud contact centre platform. The deployment targeted corporate travel customer service workflows and established NICE CXone Omnichannel Routing as the primary routing and telephony control layer across the operation.
Configuration work emphasized omnichannel routing and IVR routing optimization, with standard contact-centre capabilities configured such as interactive voice response flows, skills-based routing, queue prioritization, and session-based call handling. NICE CXone Omnichannel Routing was provisioned to orchestrate inbound voice routing and to streamline agent routing logic, reducing manual queue management and standardizing call handling procedures.
The implementation included integration with the company CRM to improve caller data availability at the point of contact and to enable context-aware routing for customer service agents. Operational scope was limited to the US customer service function, centralizing telephony controls and routing policies for the firm’s contact-centre sites within that region.
Governance changes focused on centralized routing policy management and revised call-handling workflows to take advantage of the platform routing capabilities. After going live in 2019 Gant Travel reported measurable results including a 7% reduction in telephone costs, a 5% reduction in average handle time, and a 46% reduction in queue wait times.
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iQor, Inc. | Professional Services | 45000 | $2.0B | United States | Nice Systems | NICE CXone Omnichannel Routing | PBX, VoiP and Phone Systems | 2024 | n/a |
In 2024, iQor, Inc. implemented NICE CXone Omnichannel Routing as part of a cloud CCaaS omnichannel deployment in the PBX, VoiP and Phone Systems category. The deployment targeted iQor's business process outsourcing contact centers and was scoped to improve agent experience and operational scalability across North America and additional global sites.
Implementation centered on omnichannel routing capabilities and workforce-management integration, configuring channel-agnostic queuing, skills-based routing and session handling to support contact center workflows. NICE CXone Omnichannel Routing was configured to support agent desktop workflows and faster client onboarding, and the project included retirement of on-prem infrastructure to shift telephony and contact routing to the cloud.
Operational integrations explicitly included tighter workforce-management integration to align forecasting, scheduling and real-time adherence with routing outcomes. The rollout covered North American operations and global sites, bringing contact center routing, client onboarding functions and workforce management into a unified cloud routing architecture.
Governance and rollout emphasized updated routing policy controls and WFM synchronization, revising exception handling and client-specific service level workflows to reflect omnichannel routing logic. Outcomes cited in the case study include improved agent experience, operational scalability, retirement of on-prem infrastructure and faster client onboarding, with omnichannel routing and WFM integration called out as key elements.
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NatWest Group | Insurance | 59400 | $20.0B | United Kingdom | Nice Systems | NICE CXone Omnichannel Routing | PBX, VoiP and Phone Systems | 2018 | n/a |
In 2018, NatWest Group implemented NICE CXone Omnichannel Routing within its PBX, VoiP and Phone Systems to centralize contact routing for customer service and contact center operations. NatWest Group deployed NICE CXone Omnichannel Routing to provide omnichannel voice session management and to unify telephony routing with broader contact handling strategies.
The NICE CXone Omnichannel Routing implementation emphasized category-aligned capabilities, including skills based routing, queue management, interactive voice response and computer telephony integration to manage inbound voice traffic inside PBX, VoiP and Phone Systems. Typical configuration work focused on agent skill definitions, routing rules and channel prioritization to enable consistent call handling and service segmentation across customer service functions.
Operationally the deployment targeted contact center and customer service teams, with governance adjustments to routing policies, agent role definitions and phased rollout to contact center operations. The 2018 implementation coincided with NatWest Group’s pilot of the AI driven digital human Cora, creating parallel investments in conversational interfaces and omnichannel routing that informed the bank’s channel orchestration and customer engagement approach.
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Professional Services | 33000 | $10.0B | India | Nice Systems | NICE CXone Omnichannel Routing | PBX, VoiP and Phone Systems | 2024 | n/a |
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Buyer Intent: Companies Evaluating NICE CXone Omnichannel Routing
- Bumper, a United Kingdom based Banking and Financial Services organization with 75 Employees
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