Manage customer conversations across every channel from one connected omnichannel contact center platform. Intelligent routing, automation, agent assistance, and analytics help service teams respond faster, reduce manual work, and deliver better customer experiences.
Route calls intelligently with advanced forwarding and automatic recording to manage customer communication efficiently.
Manage customer requests across email with intelligent routing and automated workflows built for modern customer service teams.
Add real time webchat, click to call, WhatsApp, and social messaging to support customers across digital channels.
Connect SMS, Microsoft Teams, and traditional digital channels in one omnichannel customer service workflow.
NFON Contact Center brings the capabilities that matter most into one AI-powered customer care platform, helping organisations reduce friction, respond faster and deliver more consistent service.
Manage inbound and outbound customer interactions with intelligent routing and clear call flows. Reduce missed requests and help customers reach the right person faster.
Capture and securely store for up to 7 years interactions for compliance, quality monitoring, and coaching. AI powered analytics help teams improve service with confidence.
Native CRM integrations give agents a complete customer view before every conversation, helping them deliver faster and more informed support.
Track queues, service levels, agent availability, and demand in real time. Spot issues earlier and maintain service quality during busy periods.
Manage email, chat, messaging, and social conversations in one workspace. Keep customer interactions connected across every channel.
Bring Microsoft Teams and SMS into customer service workflows. Improve coordination, speed up follow ups, and keep conversations moving.
AI powered summaries help agents review interactions faster, resolve requests more efficiently, and keep important follow ups on track.
Automate routine customer requests across voice and digital channels. Reduce manual work while helping teams focus on higher value conversations.
Track sentiment, performance, customer demand, and trends in real time. Improve service quality and make better operational decisions.
Built for organisations running high-volume inbound contact center operations with demanding service levels and queue management requirements.
Ideal for sales teams that need connected customer conversations, CRM visibility, and faster follow ups across every opportunity.
Designed for businesses looking to reduce repetitive work, automate workflows, and help teams work more efficiently with AI supported support operations.
Perfect for organisations supporting customers across multiple regions, languages, and distributed service teams in one connected workspace.
"Everything in one system, everything in real time. For us, that is a real game changer in customer service.“
“By leveraging NFON Contact Center‘s capabilities, we‘ve unlocked a new level of service personalization and efficiency for our clients. Being able to measure important KPIs takes out the guesswork and enables us to tackle large client projects that we weren’t able to do before.”
“What used to take hours and external partners, we can now do in minutes, in-house, live during a client meeting. Many functions we control today simply weren’t possible before. With NFON Contact Center, we manage our processes independently and far more efficiently.”
A connected service model where voice, email, chat, SMS and social conversations are managed in one flow, so customers do not have to start again every time they switch channels.
A real-time performance view that helps teams monitor queues, service levels, agent availability and demand, making it easier to react before pressure becomes a service problem.
The follow-up work completed after a customer interaction, such as notes, updates, summaries or next steps. Reducing unnecessary ACW helps teams spend more time resolving and less time documenting.
A routing method that directs each customer to the person or team best suited to help, based on skills, availability or request type. The goal is fewer transfers and faster resolution.
The percentage of customer requests resolved during the first interaction. Strong FCR usually means better routing, better context and fewer repeat contacts.
The average time spent handling a customer interaction, including conversation time and follow-up work. The goal is not just shorter calls, but smoother resolution with less avoidable effort.
The use of workflows, routing rules, and AI to automate repetitive customer service tasks and reduce manual effort.
AI-powered guidance, summaries, recommendations, and next-best actions that help agents work faster and more consistently.
The NFON Contact Center is a cloud-based, AI-powered omnichannel solution for customer service and communication. It enables organizations to manage customer inquiries across various channels such as phone, email, chat, social media, and messaging apps centrally and seamlessly.
Yes, NFON Contact Center is fully scalable, making it easy to add users or channels as your team grows.
Yes, the NFON Contact Center integrates with popular CRM systems, providing a unified view of customer interactions and history.
Omnichannel at NFON means the seamless integration and management of all customer communication channels in a unified platform. This means: Customers can communicate via various channels such as phone, email, chat, messaging apps, and social media. All interactions converge centrally and are visible to agents. Agents can easily switch between channels without losing context. The entire communication history is accessible at any time. NFON Contact Center uses AI-powered automation and intelligent routing. Omnichannel ensures a consistent, cross-channel customer experience.
The AI agent in the NFON Contact Center automates and optimizes customer communication by handling inquiries around the clock, intelligently routing requests, and automating routine tasks. It supports agents in real time, analyzes conversations through speech recognition and sentiment analysis, and uses chatbots and voicebots to streamline processes, all within the NFON Contact Center Hub.
Intelligent call routing at NFON functions so that incoming calls are automatically and efficiently routed to the appropriate contact person or department. Various rules and AI mechanisms are used: Rule-based control: Calls are forwarded based on predefined criteria like time, availability, or agent qualification. AI-powered smart routing: Artificial intelligence analyzes customer history and inquiry type. Omnichannel integration: Calls and messages are intelligently distributed across channels. Reduced wait times: Targeted routing minimizes waiting and prevents unnecessary transfers. Easy configuration: NFON routing can be quickly configured.
Yes, NFON provides a data processing agreement (DPA) in accordance with Article 28 of the GDPR. This agreement governs the data protection obligations between the client and NFON as the data processor. The agreement covers, among other things, technical and organizational measures, the client's rights of control, subcontracting arrangements, and the deletion and return of personal data.
Call recordings at NFON are stored in fail-safe data centers within the EU. The recordings are encrypted to prevent tampering and meet high compliance standards.
The NFON system recognizes moods using AI-powered sentiment and risk recognition. Key points: AI-powered analysis of recorded calls and messages. Identification of interactions requiring special attention. Faster response to negative sentiments. Better compliance readiness. This feature is part of NFON's comprehensive AI capabilities.
A contact center is a central unit of an organization responsible for managing incoming and outgoing communications. It is a place where customer inquiries and issues can be handled across various channels. The goal is to make customer support more effective and efficient. Typical tasks include:
Management and control of customer interactions across multiple communication channels.
Use of specialized software tools such as CRM systems and ticketing systems.
Ensuring efficient and effective handling of customer inquiries.
Use of features such as intelligent routing and queue management.
Support for agents through context-sensitive information and automation.
NFON Contact Center uses data centres in the EU that are safe, reliable and GDPR compliant.
The NFON Contact Center platform offers a cloud-based, AI-powered omnichannel solution that enables organizations to manage customer communication across voice, email, chat, and social media in a single system. It includes AI-driven automation and real-time agent support, integrates with existing CRM and ticketing systems as well as Microsoft Teams, and provides features such as co-browsing, outbound campaigns, and mobile call forwarding. The platform is fully GDPR-compliant and hosted in European data centers.
A CX platform (Customer Experience Platform) is a central, usually cloud-based solution that helps organizations provide consistent, personalized, and context-appropriate customer experiences across all communication channels. Essential characteristics of a CX platform at NFON are: Integration of all customer communication channels in a unified interface. Use of customer data, history, and preferences to customize each interaction. Use of AI technologies to improve efficiency and personalization. Enables omnichannel customer experiences. Helps organizations increase customer satisfaction. In short: A CX platform consolidates and optimizes all customer touchpoints to create an outstanding customer experience.
An omnichannel strategy means that organizations design their customer communication seamlessly and uniformly across all available channels. The goal is to provide customers with a consistent, personalized, and smooth experience. Essential aspects include: Comprehensive management and integration of all customer interactions. Enabling cross-channel switching without information loss. Use of AI technologies to automate and improve personalization. Optimization of the customer journey. Promoting customer satisfaction and long-term retention. NFON supports organizations with its omnichannel contact center solution that unites all communication channels.
AI for call centers at NFON uses artificial intelligence to automate and enhance customer communication through chatbots and voicebots, intelligent task automation, and real-time agent support. It includes call transcription and summarization, predictive analytics to anticipate customer needs, compliance monitoring, and advanced AI capabilities from botario, all as part of NFON’s broader communication strategy.
Intelligent routing in the NFON Contact Center automatically directs inquiries to the most suitable agents across all channels, reducing wait times and improving customer satisfaction. It increases productivity through automation, provides real-time monitoring and control, scales with business needs, and uses AI to continuously optimize performance, resulting in higher efficiency and better service quality.
Yes, NFON follows the requirements of the General Data Protection Regulation (GDPR) through an integrated data protection management system that documents, monitors, and adapts data protection aspects. Data processing takes place in European data centers with high data protection standards. Furthermore, NFON is certified according to ISO/IEC 27001:2017 for information security. GDPR compliance is essential in technical and organizational measures.
Yes, NFON provides a data processing agreement (DPA) in accordance with Article 28 of the GDPR. This agreement governs the data protection obligations between the client and NFON as the data processor. The agreement covers, among other things, technical and organizational measures, the client's rights of control, subcontracting arrangements, and the deletion and return of personal data.
*Microsoft Teams is a trademark of the Microsoft group of companies.
