CxEngage + Omilia Delivers More Efficient Customer Experiences in the Contact Center

Conversational AI and Self-Service Virtual Agents Reinvent Customer Service

As organizations experience massive spikes in inbound call volume, they struggle to keep pace with the increase in customer service demand.

Lifesize CxEngage and Omilia have partnered to bring Omilia’s conversational AI capabilities to the contact center. By implementing Omilia’s AI-powered virtual assistant that focuses on customer care tasks, contact centers running on CxEngage are able to more quickly gauge inbound customers’ needs and route calls to appropriately skilled human agents.

As a result of introducing this automation and self-service, contact centers across financial services, insurance, healthcare, utilities, travel, retail, food service and more industries can:

  • Improve the overall customer experience, starting with the very first interaction
  • Decrease the number of misrouted calls and ensuing frustration for both customers and agents
  • Reduce significant labor costs that accumulate from inefficient call routing and transferring customers back and forth between agents

Read more in our recent press release.

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