iCX Omnichannel
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.
communication
channels
Add Any Channel At Any Time
Voice
Integrate your existing telephony system with iCX and allow agents to control phone calls all through the iCX dashboard
Web Chat
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
Messaging Apps
Engage in real-time conversations with customers using messaging platforms such as Facebook Messenger, Skype, Slack, Whatsapp, and more
SMS Texts
Enable 2-way SMS text conversations between customers and agents as well as distribute large volume outbound SMS messages
Social Media
Monitor your company's social media channels and respond to notifications and messages in real-time all thorugh your contact center
Simplify Agent Experience
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.
Key Features:
- View historical customer data including interaction history, crm data, and ACD/IVR paths
- Single queue for digital interactions with CTI voice blending
- Access process guides and suggested responses to ensure quality
- Receive interactions from multiple channels simultaneously or selectively
- Collaborate with other agents and transfer customers as needed
Enable Supervisor Oversight
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.
Key Features:
- Live monitoring of agent interactions with the ability to provide advice or barge-in
- Ability to review and approve agent responses to emails and social posts
- Ability to override the queue algorith to assign customers to a specific agent
- Monitor SLAs across all channels
- Complete visibility into all queues in real-time