CxEngage: Customizable Cloud Contact Center Software
Eliminate Data Silos
The cloud is the foundation for CxEngage’s unified architecture which marries all your systems, data, and processes. This is in sharp contrast to on-premises and siloed systems which are often nightmares of inefficiency due to lack of integration and their inability to share data.
A Unified Solution Like CxEngage Offers:
Our SLA guarantees it.
Insightful Analytics and Reporting
Bring together all your data from disparate systems so you have a single source of truth.
Ability To Quickly Scale Up and Down
Satisfy fluctuating call volumes with dynamic scalability.
Base your agents anywhere in the world; they only need a browser and Internet connection.
Opportunity To Fit Into Your Ecosystem
Utilize pre-built integrations to the world’s largest CRM providers and Workforce Optimization solutions.
High Quality Global Voice
Get affordable global telephony that delivers crystal clear voice quality – even internationally.
Give customers a consistent experience, regardless of the channel they choose, while agents have the necessary information to support interactions across any channel.
One of CxEngage’s core building blocks is stability. You need to trust that your contact center solution will be up and running when you need it. We use Amazon Web Services (AWS) as our infrastructure backbone, which gives us outstanding reliability.
Say goodbye to relying on a team to pull reports from multiple systems and wrangle data so it makes sense. Since CxEngage is a unified platform, data is gathered from disparate systems (like your CRM) so you can easily create your own reports, view trends, make decisions, and have an impact. You’ll finally have a single source of truth you can trust.
Omnichannel Customer Experience
A true omnichannel strategy refers to delivering a unified experience across all channels. For example, if a customer texts your contact center and later switches to phone, any agent that helps the customer will have the full context of the text session and can pick up where the last agent left off. Essentially, customers can switch channels as they please without starting the conversation over, and agents have the information at their fingertips to easily service customers regardless of the channel.
CxEngage supports the following channels:
Change Contact Center Interaction Flows Easily
It’s frustrating when your team needs a simple system update made, but you have to hire expensive Professional Services or wait for months on technical resources to do it. We’ve designed CxEngage so your team can define the optimal customer journey and deploy it on-the-fly themselves– no programming expertise or special skills are needed.
Your contact center personnel can easily make these updates:
- Create or modify IVR routing so interactions are sent to the agents who can best service them
- Update IVR messaging such as notifying customers of service outages
- Re-allocate resources on-the-fly to manage unexpected call volumes
- Re-direct inquiries to a different queue or set of resources in response to a change in site conditions