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A game changer for customer service.
Boost efficiency and elevate customer experience with NFON Contact Center — an AI-powered omnichannel solution where smart bots handle routine tasks, agents resolve complex inquiries with real-time AI-powered insights, and customers connect seamlessly on their channel of choice.
The heart of your customers' experience. Ignited by AI.
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AI in NFON Contact Center does more than automate — it amplifies how you serve, support, and connect with your customers. From smart bots that resolve common issues instantly to agent-assist tools that surface live suggestions, translations, and sentiment cues, every interaction becomes smarter. With AI-driven prioritisation, your team focuses on what matters most, while predictive insights help you anticipate demand, reduce wait times, and boost resolution rates. Whether it’s voice, chat, email or social, AI adapts in real time to deliver consistent, context-aware service across every channel.
Smarter tools. Faster service. Better results.
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The right answer, every time.
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One unified platform.
NFON Contact Center integrates multiple communication channels - such as phone, email, live chat, SMS, and social media—into one unified platform.
This allows agents to manage all customer inquiries seamlessly from a single interface, with the entire contact history clearly visible, enhancing support efficiency and customer satisfaction.
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Automate the routine, elevate the human.
AI-powered bots handle routine requests instantly — reducing wait times and maintaining consistent, high-quality support across channels.
While automation takes care of the repetitive inquiries, agents are empowered with live insights, sentiment detection, and suggested replies — helping them focus on complex issues and deliver more human, impactful service.
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Faster help, with fewer handoffs.
Reduce wait times and resolve enquiries faster with smart prioritisation and intelligent routing. Customers are seamlessly connected to the right agent, with the right knowledge, at the right time — improving first-contact resolution and satisfaction.
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Consistent, personalised experiences
Deliver consistent, context-aware experiences across every channel.
With customer history, preferences, and conversation context at their fingertips, agents can personalise every interaction — no repeats, no friction.
See how others are succeeding with NFON.
“By leveraging NFON Contact Center Hub‘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.”
"Instead of having different PBX systems for each location, we can now use one single, easily scalable communication solution. The integration of Cloudya has given our teams a lot more flexibility."
“Since we switched to NFON, we can finally take calls wherever we are and from any device. The integrations with Microsoft Teams have made things a lot easier, and we can use the whole Microsoft Teams suite, with any client or partner - just being a click away at all times.”
Our biggest challenge is to stay connected at all times. That’s why telephony is a key priority for us. NFON offered us a cloud communication platform that can cover all our needs. Thanks to Cloudya’s seamless integration with Microsoft Teams, we can now make calls directly from the app and benefit from streamlined workflows and insightful reporting with Nmonitoring Queues.”
“I would recommend NFON without reservation – I just plug in a new device, and it works.”
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NFON Contact Center is in sync with your existing software tools.
Numerous integration options make NFON Contact Center a real all-rounder and add advanced customer service functions to your business software, for productivity on a new level.
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.
