Journey Orchestration & Routing

Master the Complexity.

The invisible intelligence that empowers you to master the complexity of today’s customer journey.

Orchestrate the entire journey.

Guide consumers from the very start to successful resolution of their journey across more natively 

Enlighten Actions

Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report.

Omnichannel Routing

Connect customers to the ideal resource, the smart way. Optimize contact routing with AI that pulls from all available data to perfect connections and improve business results.

Enlighten AI Routing

Match every customer with their perfect agent. Predict the best pairing with industry-leading AI and holistic CX data to boost customer experiences and KPIs.

Proactive Dialer

Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience.

Digital and Voice Channels

Unlimited channel choices. Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout.

Social, Chat and Messaging

Do you speak digital? Engage website visitors in conversations. Always answer when consumers message on their channel of choice.

Everything you need for CX excellence

See how CXone platform capabilities help you deliver exceptional customer experiences and drive greater business value.

“With CXone we are better equipped to influence and standardize the customer experience and positively impact our business priorities as a whole. We’re operating at another level now.”

Thais Alves
Quality Coordinator. Cielo

How to master the complexity of today’s customer journey.

Journey Orchestration is the “Invisible Intelligence” that empowers contact centers to orchestrate all interactions and touch points to create a frictionless experience for every customer.

Here’s why contact center leaders love us.

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Related Resources

White Papers

Cultivating a future-proof customer journey

Companies are constantly looking for ways to enhance CX performance, reduce costs, and gai


Customer Journey Map: The new digital-first CX

Over time, customer expectations have evolved and shifted toward a digital-first mindset. Today,

Case Studies

Global electronics manufacturer embraces digital customer service with sagle CXone

A global electronics manufacturer struggled with its out-of-date, on-premises contact center system,