Integrated CX

Seamless interactions, across all touchpoints.

Integrated CX (customer experience) solutions are designed to eliminate siloes of data and place your CRM at the centre of the agent workspace. Seamless integration with our Virtual Contact Centre (VCC) solutions helps to provide a frictionless customer experience, improve operational efficiency and positively impact a range of KPIs within your contact centre.

The benefits of an Integrated CX are numerous. Firstly, it enables a consistent and personalised customer experience, enhancing customer satisfaction and loyalty. By integrating data from different channels, agents gain a holistic view of customer interactions, enabling them to provide more efficient and effective support.

Today’s customers are digitally enabled and frequently interact via multiple devices. Integrated CX enables customers to interact across multiple channels, like voice calls, emails, chat, SMS, and more, without “losing the thread”. Automatic customer identification and verification (ID&V) provides a more streamlined user experience and an Integrated UX can positively impact first call resolution (FCR) and reduce average handle time (AHT).

Our Integrated UX solutions support Microsoft-certified integration into MS Teams as well as a range of other UC platforms. They help to streamline operations, reduces costs, and enhance customer satisfaction, ultimately leading to improved business outcomes and a competitive edge in today's customer-centric landscape.