An omnichannel contact center allows agents and customers to interact over several communication channels all while delivering a seamless experience. With iCX your agents will be able to easily manage all communication channels through a single user desktop.
Integrate your existing telephony system with iCX and allow agents to control phone calls all through the iCX dashboard
Offer live web chat services from your website with a simple web API. iCX manages, routes, and transcribes all chat interactions
Efficiently manage large volumes of customer emails in a personalized manner without compromizing on service levels
Engage in real-time conversations with customers using messaging platforms such as Facebook Messenger, Skype, Slack, Whatsapp, and more
Enable 2-way SMS text conversations between customers and agents as well as distribute large volume outbound SMS messages
Monitor your company's social media channels and respond to notifications and messages in real-time all thorugh your contact center
iCX agent desktop allows agents to manage all of their customer interactions in a single application, easily switching between multiple concurrent customer interactions across all iCX channels.
iCX administration capabilities give superviors full control over day-to-day contact center activities, enabling them with real-time queue information across all channels, service level performance, and the current status of each agent.