Inbound

The ideal tool for quickly building self-serving IVRs and Routing Scripts to guide customers to the most qualified agent.

CXChannel Inbound is the ideal tool for quickly building Routing Scripts with its intuitive interactions builder. Easily implement intelligent and interactive self-serving systems to route the customer to the most qualified agent for assistance. In peak times, when hold times get long, our Virtual On Hold gives the callers the option to hang up without losing their place in the queue and get called back as soon as their place in the queue has been reached.

Outbound

Our Predictive dialler coupled with Answering Machine Detection boosts agents’ productivity while respecting regulations.

The Outbound solution is the ideal engine for automatically reaching your customer whether by running Broadcast Campaigns that initiate large number of calls, or using our Predictive Dialler coupled with our Answering Machine Detection to minimize the agents’ waiting time between calls while respecting telemarketing rules and regulations. In addition, the CXChannel Outbound solution offers a Progressive dialling mode. The integrated Preview mode is ideal in B2B outbound campaigns, allowing the agent to get familiar with the customer’s information prior to the dialler initiating the call.

Omnichannel

Let customers use their favourite means of communication whether by phone, SMS, Chat, Email, Facebook Messenger, Twitter, or WhatsApp.

As customers’ habits and interaction preferences become broader than just phone calls, it becomes of utmost importance to offer a diversity of communication means to heighten customer satisfaction and increase your online presence. The CXChannel Omnichannel solution allows you to offer your customer the possibility to choose their favourite channel to contact you. Get a single view of each customer’s history, whether they contact you via phone our supported communication technologies such as SMS, Chat, Email, Facebook Messenger and posts, Twitter, and WhatsApp.

Analytics

Display real-time metrics on rich Dashboards and a have a multitude of pre-built historical reports delivered right to your inbox.

Optimal operations of a Contact Centre rely heavily on administrators being able to make the right decisions based on real-time and historical data. CXChannel Analytics includes real-time and historical reporting. Information is based on events captured and stored relating to inbound and outbound communications as well as their outcome. Build custom reports such as call resolutions, sales results, number of potential customers hanging up due to long delays, etc.

Using the Analytics modules, you can build comprehensive dashboards that display real-time metrics like number of calls waiting in queues, number of waiting agents, abandon levels, service level, average handling time of calls, and much more. Or you can choose from the multitude of pre-built reports the ones that are important for your team members and have them automatically scheduled for delivery right to their inbox.

Quality Management

100% of call recordings and transcripts with evaluation forms, as well as live monitoring of calls and agents’ screens for coaching.

CXChannel Quality Management offers you recordings and transcripts of 100% of your representatives’ interactions with you customers; across all channels. You can build Evaluations Forms to help you assess the quality of the service and grade the agent accordingly. In addition, supervisors can do live monitoring by spying on calls in progress, whispering to the agent in order to offer assistance, or barging-in on the call. Live monitoring of calls and remotely viewing agents’ screen make training and coaching far more efficient.

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