Introduction

Contact Center AI offers a centralized platform for overseeing agents and optimizing their performance.

It enables organizations to streamline operations by managing agent activities, monitoring key performance metrics, and enhancing customer interactions.

This unified solution empowers SMBs to deliver consistent and efficient customer service across various channels, ensuring seamless communication and timely resolutions. By leveraging AI-driven insights and analytics, Contact Center AI helps businesses improve agent productivity, enhance customer satisfaction, and drive operational efficiency.

It serves as a comprehensive tool for managing and optimizing contact center operations, ensuring businesses can deliver exceptional service and support experiences consistently.

XO Messenger

Contact Center AI has extensive omni-channel functionalities facilitating customer support across diverse channels.

This setup ensures customers receive assistance through their preferred communication modes, enhancing satisfaction. Agents can efficiently oversee interactions across multiple channels within a unified system, streamlining operations and improving service delivery. 

XO Voice

Experience crystal-clear phone support enhanced with intelligent in-call features designed to elevate conversations between customers and agents in real time.

This ensures seamless communication, enabling agents to provide personalized assistance efficiently. The integration of smart capabilities enriches the interaction by offering real-time insights and tools that optimize customer engagement and satisfaction.

This approach not only enhances the quality of service but also ensures that every customer interaction is meaningful and productive, fostering stronger relationships and loyalty.

Other Channels

Integrate support seamlessly into third-party messengers, allowing customers to seek assistance from agents directly within their preferred apps. While interactions on these channels may not occur in real-time, this setup ensures convenience and accessibility.

Agents can respond promptly, enhancing customer satisfaction through efficient communication channels that align with their preferences and daily routines.

This integration simplifies the support process, leveraging familiar platforms to deliver timely assistance and resolve inquiries effectively, ultimately improving overall customer experience and engagement.

Some of the elements which can be defined in detail are:

What hours do agents help customers?

Your customers could contact you for help at any time and from anywhere, but agents could be working certain hours of the day. By configuring hours of operation, XO Contact Center will help customize the experience both when customers contact during business hours and contact off-hours.

What languages can agents speak to help customers?

Use XO Contact Center to support customers around the world. Select languages below so customers can be routed to agents who speak their desired language for support.

Agents

These are the humans who directly help customers. Agents have access to the AgentAssist application providing all the tools and customer context to have rich conversations with customers.

Supervisors

This is the team that typically helps with escalations and optimizes the performance of the agents helping customers. Supervisors have exclusive access to Analytics in addition to all agent features.

Assigned channel

Describe the two communication modes (Chat/Voice) that agents can be allowed to handle. Also, describe how we handle dual agents when they receive both voice and chats.

Language & proficiency

Each agent can be assigned one or more languages. Customers can select what language they want help in, and XO can route directly to an agent who speaks that language.

In addition to availability, XO routes based on language proficiency. For example, if all expert Spanish agents are not available, a customer may be routed to a novice Spanish agent.

And much more…

 

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