Manage-Journey

Manage End-to-End Journeys Across Every Channel

Omnichannel customer engagement is the present and the future. Voice, SMS, email, chat, social: all offer new opportunities to deliver an amazing experience to your customers. Maintain a 360° view of your customers’ journeys and empower agents to seamlessly shift and interact productively with customers across all channels through a single, customizable workspace. Capture actionable insights to increase customer loyalty, build higher lifetime value and grow long-term revenue, all while reducing cost-to-serve.

Manage-Journey

Manage End-to-End Journeys Across Every Channel

Omnichannel customer engagement is the present and the future. Voice, SMS, email, chat, social: all offer new opportunities to deliver an amazing experience to your customers. Maintain a 360° view of your customers’ journeys and empower agents to seamlessly shift and interact productively with customers across all channels through a single, customizable workspace. Capture actionable insights to increase customer loyalty, build higher lifetime value and grow long-term revenue, all while reducing cost-to-serve.

Analitics

Intelligent Omnichannel Routing

CX100’s Omnichannel Automatic Contact Distributor (ACD) intelligently routes all interactions to the right agents based on a combination of business rules and agent attributes. Create teams with specialized knowledge or skills to ensure customer requests are routed to qualified agents or resolved with self-service. CX100 supports flexible routing options such as skills-based routing, priority routing, same region, same agent or same team routing with omnichannel capacity overrides – a unique agent capacity model to prioritize and handle multiple interactions (e.g., calls can override emails).

Intelligent Omnichannel Routing

CX100’s Omnichannel Automatic Contact Distributor (ACD) intelligently routes all interactions to the right agents based on a combination of business rules and agent attributes. Create teams with specialized knowledge or skills to ensure customer requests are routed to qualified agents or resolved with self-service. CX100 supports flexible routing options such as skills-based routing, priority routing, same region, same agent or same team routing with omnichannel capacity overrides – a unique agent capacity model to prioritize and handle multiple interactions (e.g., calls can override emails).

Analitics
Omnichannel-voice-218x218

VOICE

Omnichannel-video-218x218

VIDEO

Omnichannel-chat-218x218

CHAT

Omnichannel-sms-218x218

SMS

Omnichannel-social-218x218

SOCIAL

Omnichannel-email-218x218

EMAIL

uload

Full Call Control From Browser

The CX100 solution is 100 percent browser-based. The intuitive and customizable HTML 5-based omnichannel desktop empowers agents and supervisors with context across all channels and throughout the entire customer journey. Calls, using any delivery option (e.g., built-in softphone, WebRTC, SIP phone or dial-out), are fully controlled from the Agent Desktop, making it easy to support remote workers or a fully-virtualized workforce. With no software or equipment to install, CX100 can easily integrate into existing infrastructure and offers on demand scalability.

uload

Full Call Control From Browser

The CX100 solution is 100 percent browser-based. The intuitive and customizable HTML 5-based omnichannel desktop empowers agents and supervisors with context across all channels and throughout the entire customer journey. Calls, using any delivery option (e.g., built-in softphone, WebRTC, SIP phone or dial-out), are fully controlled from the Agent Desktop, making it easy to support remote workers or a fully-virtualized workforce. With no software or equipment to install, CX100 can easily integrate into existing infrastructure and offers on demand scalability.

Seamless Integration With Open And Prebuilt APIs

Extend your current processes with open APIs that require no development or deployment time yet deliver seamless control and speed.  A number of pre-built integrations using RESTful APIs are available with point-and-click configuration, while web services for direct database access offer flexibility beyond out-of-the-box integrations. Work with Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio and more for data analytics. Native integration with leading CRM platforms such as Zendesk, Service-Now, Oracle Right-Now and Salesforce extend the omnichannel functionality within the core CRM interface.

api
api

Seamless Integration With Open And Prebuilt APIs

Extend your current processes with open APIs that require no development or deployment time yet deliver seamless control and speed.  A number of pre-built integrations using RESTful APIs are available with point-and-click configuration, while web services for direct database access offer flexibility beyond out-of-the-box integrations. Work with Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio and more for data analytics. Native integration with leading CRM platforms such as Zendesk, Service-Now, Oracle Right-Now and Salesforce extend the omnichannel functionality within the core CRM interface.

journey_mapping

Customer Journey Mapping With Actionable Insights

The CX100 platform offers comprehensive reporting and rich analytics using advanced AI to track and analyze real-time and historical data, enabling you to visualize the entire customer journey across multiple interactions in a single workspace. Supervisors get prescriptive and actionable end-to-end insights about team and campaign performance with real-time statistics and alerts for immediate action and coaching. AI systems provide sentiment and trend analysis across channels, offering agents and supervisors insights on changes in customer behavior, making it easy to focus on problematic interactions.

journey_mapping

Customer Journey Mapping With Actionable Insights

The CX100 platform offers comprehensive reporting and rich analytics using advanced AI to track and analyze real-time and historical data, enabling you to visualize the entire customer journey across multiple interactions in a single workspace. Supervisors get prescriptive and actionable end-to-end insights about team and campaign performance with real-time statistics and alerts for immediate action and coaching. AI systems provide sentiment and trend analysis across channels, offering agents and supervisors insights on changes in customer behavior, making it easy to focus on problematic interactions.

Easily Personalize Workflows

Voice calls, chats and workflows are driven by the scenario builder, a visual workflow-building editor to design your fully-personalized omnichannel customer experience. Scenario-based communication and common integration/data access blocks enable you to easily define trigger-based workflows to automate processes using our drag-and-drop visual editor. Design your contact center with unmatched flexibility and control by quickly configuring and deploying agents anytime, anywhere, and implement routing and IVR scenarios within hours.

personalise
personalise

Easily Personalize Workflows

Voice calls, chats and workflows are driven by the scenario builder, a visual workflow-building editor to design your fully-personalized omnichannel customer experience. Scenario-based communication and common integration/data access blocks enable you to easily define trigger-based workflows to automate processes using our drag-and-drop visual editor. Design your contact center with unmatched flexibility and control by quickly configuring and deploying agents anytime, anywhere, and implement routing and IVR scenarios within hours.

security

Industry Leading Security And Compliance

Our experts are committed to ensuring consistent compliance with the latest regulations, including HIPAA, PCI and GDPR, so your customers’ personal information and credit card data remain secure, and to proactively help prevent fraud and identity theft. Our comprehensive full-stack protection – from physical security, network, application and data security, encryption and 24×7 monitoring to our rigorous internal processes – ensures the utmost security and always-on availability at every step.

security

Industry Leading Security And Compliance

Our experts are committed to ensuring consistent compliance with the latest regulations, including HIPAA, PCI and GDPR, so your customers’ personal information and credit card data remain secure, and to proactively help prevent fraud and identity theft. Our comprehensive full-stack protection – from physical security, network, application and data security, encryption and 24×7 monitoring to our rigorous internal processes – ensures the utmost security and always-on availability at every step.

FEATURES

Voice

sms

Email

social

video

webchat

omnichannel routing

skills based routing

virtual desktop

softphones

omnichannel reporting

rich integrations

Bitnami