Digital channels

CCaaS that connects with customers on their terms.

Equip your team with the tools to meet customers on their terms. As well as powerful voice functionality, we offer a full omnichannel experience combining email, WhatsApp, webchat and social media in the same unified interface. 

Digital channels
Digital channels

Truly omnichannel

 

Voice calls remain key - but customers want more. Sometimes, it's a quick, casual enquiry. Sometimes, they don't have time to call. That's why Cxp enables email, WhatsApp, social media and webchat too. It's not just enabled - it's made easy and accessible in one place, with 360-degree visibility of every interaction on every channel. 

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Every channel in one place


Cxp enables you to organise your omnichannel environment for your needs. Choose the channels you need for your customers, and easily control which agents access each channel. 

 

It's all there in one interface, with rules-based routing to ensure queries go to the right people first time.

 

Webchat queries go straight into the Cxp interface. You can even automate data capture before the interaction starts. 

Manage email within Cxp, and speed up exchanges with templates.

Send and receive Facebook and Instagram messages, to allow a personalised service and enable quick responses.

Converse with customers over WhatsApp.

Benefits 


Adding more digital channels will enable you to achieve so much more. It gives your customers more options and a better experience, while you get an enhanced understanding of them. 

Enrich CX

By embracing omnichannel, you're giving your customers more options - and with Cxp, you're handling it faster in one interface, levelling up customer experience.

Improved visibility

Cxp brings all channels into one place, giving you total visibility of all contact history. The result? Better insight into your customers and how to connect with them.

Reach more customers

Every customer is different - with different lives, schedules and contact preference. Digital channels make you accessible to more customers, increasing your appeal.

Reduce call queues

Opening up other channels means you're taking pressure off call queues - reducing waiting times, lowering stress levels and enabling you to prioritise by need.

More options, easy management


As well as boosting customer experience, Cxp makes it easier for you to configure, analyse and manage your entire workflow. The end result? An efficient, enterprise-grade customer interaction service for all growing businesses.  

  

Rich reporting on all channels gives you deep insights into everything from customer preference to workflows and performance. 

 

Rich reporting on all channels, giving you deep insights into everything from customer preference to workflows and performance.

Create agent groups and set up routing rules with a few clicks.

Set up automated messages in minutes - so you can handle common questions faster and spend more time on the queries that need a human touch.

In busier times, supervisors can become agents in one click to help clear backlogs.

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Other features

Real-time support

Send and receive pictures, brochures and other files to help customers right away - whether you're closing a sale or resolving a problem.

Collaborate with ease

Cxp comes with ready-made Microsoft Teams integration, so you can rapidly collaborate with back-office colleagues to resolve a query - all without leaving Cxp.

Microsoft Teams

Communicate and collaborate effortlessly with Microsoft Teams integration. Manage and transfer calls, and access back-office staff without leaving the Teams environment.

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