Customer Experience

Bring the focus back on your customers.

Let go of siloed communications and refocus on customer experience. Leverage omnichannel communications software to increase engagement, team performance and self-serve support that yields happy customers for life.

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Engage, Re-Engage,
Repeat

Solidify your
omnichannel presence.

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Steer Callers in
the Right Direction

Self-serve to put
customers in control.

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Reinforce Stellar
Performance

Emphasize an
always-improving culture.

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Seamless
Software Integration

Connect your customer
engagement tools.

Engagement is the Basis for Your Customer Experience Strategy

Going above and beyond for the customer experience (CX) takes a mindful approach to deliver a seamless omnichannel presence across phone, messaging, web and mobile. And as customer expectations continue to soar, you’ll want an all-in-one communications solution with the call routing and team performance management tools to help monitor growth within your business, including:

...and so much more!

With a centralized and intuitive interface, it’s easy to set your callers on an optimized call journey so they can successfully reach their destination - the first time - and receive exceptional service and support.

It’s why more businesses rely on our award-winning cloud platform.

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Your Customers’ Experience Begins at the First Interaction - Steer it Right from the Start

Skills-Based Routing

Deliver more focused and targeted service.

Speed up resolutions

Elevate the customer experience by matching your callers with the agents best suited to handle their needs based on desired skills and tags, including spoken language, department, expertise and more.

Achieve CX goals

Leverage cloud business tool integrations to help your teams automate workflows, gather information and reduce handle times to achieve better performance and happier customers.

Prioritize VIP callers

Give your most loyal customers the VIP treatment. Send them to the front of the queue and quickly connect them with an all-star agent best capable of handling their needs using priority routing.

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Call Queueing

Keep your call queues on point.

Customized call routing

Use intentional ring strategies to forward incoming calls to agents with specific proficiencies, reducing queue wait times and minimizing frustrated callers.

Make updates quickly

Easily manage your cloud call routing, hold message, agent status and menu options from your dashboard. With the right permissions, anyone on your team can make those changes - and your customers stay well informed!

Maximize engagement time

Engage more with customers when you cut down wait time using intelligent call routing services, including skills-based routing, queue callback, international IVR and more.

Queue Callback

Leave on-hold behind.

Empower with choice

Your customers have busy lives. Empower them with a virtual hold that allows them to receive a call back when an agent becomes available.

Everybody wins

Giving customers a call back option satisfies those who don’t want to wait in line, allowing them to keep their spot as they virtually move through the queue.

Top-notch service

Save your customers’ time, reduce abandonment rates, prioritize agent workloads and watch satisfaction metrics soar. Easily control the flow configurement as your customers’ demand.

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Automatic Call Distribution (ACD)

Your customer experience engine.

Serve customers quickly

Accelerate customer resolutions when you get them to the right place, the first time. ACD routing connects customers to a rep most qualified to handle their requests.

Boost customer sentiment

Make data-driven phone system updates based on trends and call scores to continually improve call experience and customer sentiment towards your business.

Create better journeys

The power of self-service supports greater satisfaction and deeper knowledge into the customer journey. Give them the power to stay in control of their experience, allowing your team to assist those who really need it.

Interactive Voice Response (IVR)

Tailor your phone menu to your callers’ needs.

Personalize navigation

Embrace more personalized conversations with custom greetings, ring groups and self-guided advanced IVR menus. Deliver what your customers want.

Optimization yields appreciation

When you combine your IVR and ACD systems, you reduce call transfers, lower wait times and improve efficiencies - your customers will take notice and appreciate it. And your teams will love it, too!

Secure cloud infrastructure

Customers expect a lot from the businesses they work with - cloud security included. With intentional safeguards in place, rest assured that you and your customers’ data are well protected.

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Seamless Software Integration

App Integrations that Drive Better CSAT, NPS and CES Indicators

Reinforce Stellar Performance

Set Your Teams and Infrastructure Up for Peak Performance

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Call Coaching

Discreetly listen in, provide same-side feedback or join the conversation whenever your team members need assistance on the phone.

Learn More

Goals & Benchmarks

Set customer service goals and establish benchmarks against your service level agreement in the platform.

Learn More
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Call Insights

Get greater visibility into your network voice quality performance and address issues with just one click.

Learn More

Advanced Analytics

Make data-backed decisions to propel your business growth with historic and real-time data reporting.

Learn More

Additional Resources to Help You Get the Needle Moving

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Call Monitoring

Boost Sales &
Customer Experience

Everything You Need to Know About CSAT Score
Customer Satisfaction

Everything to
Know about CSAT

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Goals & Benchmarks

Contact Center Metrics
& KPIs to Track