In a hyper-competitive world of digital customer experience management, frictionless customer journeys are a crucial differentiator. While organizations have invested in self-service tools like chatbots and additional agents to improve their customer engagement strategy, they struggle with staff turnover and handoffs.
CX360 is a GenAI-powered customer experience management platform that delivers enhanced voice and chat support for your customers and agents. By providing agents with real-time next-best suggestions, knowledge resources, compliance reminders, and sentiment insights, the platform enables them to resolve issues faster, respond more accurately, and personalize every interaction.
58 %
decrease in Average Handle Time (AHT)
55 %
increase in First Time-Resolutions (FTR)
18 %
increase in NPS and CSAT scores
80 %+
customer query resolution rates
Features & benefits
Faster resolution time
Accelerate resolution time by ensuring that agents have the full context of the customer journey at their fingertips. Instead of wasting time toggling across disconnected systems, this AI customer engagement platform shows agents unified customer profiles, including the history of past interactions and purchases. It also provides them with integrated material like related policies, playbooks, and articles right within the workflow.
Real time agent assistance
Leverage GenAI to listen, understand, and guide live conversations as they happen, so they can resolve issues faster, improve accuracy, and deliver personalized, AI-powered customer engagement. Automatically analyze customer interactions and provide agents with insights or next-best action prompts on-screen, or alert supervisors on emerging call drivers.
Trainable, customizable virtual assistants
Extract data from documents, images, audio, and video and use it as training material for virtual assistants. Enhance omnichannel customer experiences and ensure faster resolution by training assistants on past interactions, so they can better understand language over voice and text.
Advanced reporting and analytics
Generate performance summaries and analytics of your customer engagement strategy to help report creation. With this AI-powered customer engagement platform, supervisors can also download insights and records of past interactions to boost training and contact center performance.
Awards & recognition
From innovation to execution, we’re proud to have been recognized across the industry. Here are some of the milestones and honors that continue to inspire us.
Major Contender in PEAK Matrix® 2024 for Customer Experience Management (CXM)
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