CX Cloud provides queuing and routing for all contact types, including phone, email, chat and more. All contact types are seamlessly blended into a single queuing and routing platform.
Many customers prefer to communicate by email. It offers the advantage of a clear audit trail, with time/date stamp evidence. Now you can give emails the attention they deserve with intelligent email queuing, predefined reply templates, skills-based routing and more.
With the Social Media Connector for CX Cloud, organisations can offer their customers social messaging as contact channels to ensure the highest levels of customer satisfaction.
Online customers can request a text chat with the individual or department who’s best-equipped to help. Alternatively, they can simply click on an icon to request a callback from an agent.
Chat bot capability provides meaningful self-service across multiple channels, offering organisations cost savings and enhanced, 24/7, customer service. Your business can immediately start to offer digital, automated, dynamic customer engagement as part of the core customer experience offered from CX Cloud.
CX Cloud offers reliability and scalability to serve the mission critical needs of clients, along with efficient resource utilisation for cost-effective operation. With rich feature sets that end-users require and expect, including powerful and easy-to-use administrative interfaces, CX Cloud has the ability to customise an offering that brings the right features and value to customers that are flexible commercial offerings on a pay as you go basis.
INSIGHT THROUGH BUSINESS INTELLIGENCE
All contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven and skills-based routing plans.
The Cloud Contact Centre technology we offer is powered by Enghouse Interactive, the largest Cloud Contact Centre provider globally, empowering service providers such as BT Global Services, Telefonica and Orange Business Services to deliver Cloud Contact Centre solutions to enhance their services portfolio.
With CX Cloud, you can bring new contact centres online within days, enjoy low total cost of ownership with true multi-tenant architecture, and offer minimal downtime business continuity to your customers.