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Smarter CX starts here. Meet the AI-powered omnichannel contact center.
NFON Contact Center powers seamless, AI-driven customer experiences across every interaction, no matter the channel. With intelligent routing, automation, and real-time insights, it enables faster resolution and consistently outstanding service.
Intelligent features that elevate customer experiences.
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One platform. Every channel.
Connect with customers wherever they are — voice, email, chat, SMS, or social media — all in one seamless interface.
From IVR call routing to helpdesk ticketing and real-time messaging, NFON Contact Center unifies all conversations to ensure faster replies, consistent service, and a complete view of every customer journey.
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Smarter service with AI built in.
Automate routine tasks and enhance every interaction with built-in AI.
Use voicebots, chatbots, emailbots, intelligent routing, predictive campaigns, and live agent assistance to reduce wait times, personalise conversations, and increase resolution speed — all while lowering operational load.
NEW: The AI Emailbot automates up to 86% of routine customer emails, such as order tracking, address changes, and FAQs. By handling these repetitive tasks, it reduces response times, lowers operational costs, and allows agents to focus on complex inquiries.
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Real-time control. Data that drives action.
Track what matters with live dashboards, wallboards, and detailed analytics.
Monitor agent activity, call flows, and service quality in real time, and use custom reports to optimise performance, stay SLA-compliant, and make smarter business decisions faster.
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Work smarter, not harder.
Support your agents with tools designed to simplify daily tasks and centralise knowledge.
Access internal knowledge bases, use guided call scripts, and manage tickets and tasks from a single workspace — reducing errors, saving time, and enabling faster, more confident responses.
Make your contact center truly omnichannel.
NFON Contact Center unifies all customer conversations across voice, email, chat, messaging apps, and social — all in one intuitive interface. Agents can switch channels mid-conversation without losing context, manage shared inboxes, and access full conversation history.
Business communication
Collaborate with Microsoft Teams* and handle multiple SMS chats at the same time.
Phone
Handle inbound and outbound calls. Including call recording, IVRs and missed call management.
Enhance email support with the AI Emailbot - intelligently categorise and respond to standard inquiries, ensure faster resolutions and consistent communication.
Chat & SMS
Chat with customers on your website or online store. Customise your chat window. Send out personalised SMS and chat in real time.
Facebook Messenger
Process multiple requests at the same time with attachment and picture supported, send direct messages, chat and manage post comments.
WhatsApp Business
Communicate in real time with coworkers and customers directly from your smartphone.
Discover the main benefits.
Flexible and scalable, NFON Contact Center is an AI-powered omnichannel solution that’s built to grow with your business — innovative, intuitive, and easy to use.
Integrate all channels.
Let customers reach you how they prefer — voice, email, chat, or social — all managed in one unified platform.
Customer history at one glance.
Get full context at a glance — every call, message, and interaction in one place so agents respond faster and nothing gets lost.
Enhance customer experience.
Speed up response times with built-in AI, automation, and smart tools that keep customers satisfied and agents empowered.
It’s just one application.
Whether in the office or remote, every team member uses the same intuitive application — no complexity, no silos.
Intuitive interface.
Give your team a user-friendly workspace that works from day one. No steep learning curves. Just better, faster service.
Scalable pricing.
Scale up or down with flexible pricing models that grow with your business — no hidden fees, no wasted resources.
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We take on your challenges.
Customers expect businesses to provide quick and seamless services and solutions. NFON Contact Center will make it easy for you to exceed this demand.
89%
of companies consider customer experience essential for retention, as a positive experience often leads to lasting loyalty.
82%
of people who were surveyed indicated they ended their relationship with a business because of unsatisfactory customer service.
53%
of surveyed customers reported switching to a different company after feeling unappreciated by their previous provider
24 hours
is the time you spend handling a customer’s issue is crucial to ensuring their satisfaction and maintaining their loyalty to your brand.
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Take your business to the next level with Contact Center AI.
In an era where customers seek immediate, efficient, and friendly service from any location, having a contact center equipped with the latest AI technology is essential. NFON Contact Center is designed to help you meet these expectations and enhance the overall experience for both customers and agents.
With our upgraded hub featuring cutting-edge AI capabilities, you can unlock new opportunities to streamline operations and improve engagement. Embrace the power of AI and take your customer service to the next level!
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Strong technology, even stronger together
Based on Daktela technology, NFON Contact Center Hub combines proven European contact center technology with NFON’s expertise in AI and cloud telephony, enabling a powerful, future-ready solution that meets the highest standards in flexibility, innovation, and data protection.
Frequently Asked Questions.
How does the NFON Contact Center work?
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.
What does a contact center do?
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.
Is the NFON Contact Center scalable for growing teams?
Yes, NFON Contact Center is fully scalable, making it easy to add users or channels as your team grows.
How secure is the data in the NFON Contact Center?
NFON Contact Center uses data centres in the EU that are safe, reliable and GDPR compliant.
Does the NFON Contact Center integrate with CRM systems?
Yes, the NFON Contact Center integrates with popular CRM systems, providing a unified view of customer interactions and history.
What does the NFON Contact Center platform offer?
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.
What billing models does the NFON Contact Center offer and what are the prices?
What is a CX Platform?
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.
What is meant by Omnichannel?
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.
What is an Omnichannel Strategy?
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.
What does an AI agent do in the Contact Center?
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.
What is AI for call centers and how does NFON use it?
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.
How does intelligent call routing work?
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.
What benefits does intelligent routing offer for Contact Centers?
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.
Is there a data processing agreement (DPA) with NFON?
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.
Is NFON Contact Center GDPR oriented?
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.
Where are call recordings stored at NFON?
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.
Is there a data processing agreement (DPA) with NFON?
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.
How does the NFON system recognize moods (sentiment analysis)?
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.
