The ACD application in NICE CXone allows you to configure inbound and outbound interaction channels. Inbound channels include voice, chat, email, voicemail, SMS, and work items.

Outbound channels include email, SMS, and voice. Outbound channels can be manual (for example, an agent dialing a single customer). They can also be automated, such as a dialing campaign using Personal Connection or an offer to chat displayed to website visitors.

The ACD application also allows you to configure general settings that support your interaction channels, your agents, and the way you route between the two. These include things like skills, dispositions, points of contact, and quick replies.