Siloed Communication Channels
CHALLENGE: Customers grow frustrated repeating information across voice, chat, email, and social channels.
CONNX SOLUTION: ConnX unifies every interaction channel within a single console, ensuring agent context is never lost and customers have a seamless, consistent experience.
Inefficient Agent Workflows & Long Handle Times
CHALLENGE: Agents waste time switching between tools or searching for information, increasing average handle time (AHT) and reducing first-call resolution (FCR).
CONNX SOLUTION: A unified agent desktop with built-in knowledge bases, CRM integration, and skill-based routing drives faster resolutions and higher customer satisfaction.
High Operational Costs & Complex Integrations
CHALLENGE: Maintaining on-prem systems, frequent upgrades, and disconnected applications drain budgets.
CONNX SOLUTION: Our cloud-based CCaaS requires minimal IT overhead, reducing hardware expenses, simplifying integrations, and ensuring easy updates.
Actionable Analytics & Insights
- In-Depth Reporting: Monitor AHT, FCR, NPS, and other key metrics to gauge performance instantly.
- Quality Management: Use call recording, screen capture, and targeted coaching to foster continuous improvement.
- Predictive Insights: Forecast call volumes, optimize staffing, and identify emerging trends with AI-driven analytics.
Intelligent Routing & Agent Tools
- Advanced Call Distribution: Route customers to the right agent with skill-based routing and workflows.
- Unified Agent Desktop: Quick access to customer history, scripts, and knowledge bases for faster resolutions.
- Real-Time Collaboration: Agents can message supervisors, share screens, and get instant guidance to resolve issues on the spot.
Omnichannel Made Easy
- Unify Every Channel: Manage interactions seamlessly across voice, chat, email, text, and social in a single console.
- Personalized Customer Journeys: Use customer data for targeted interactions, boosting satisfaction and loyalty.
- AI-Powered Self-Service: Automate routine queries with virtual assistants and chatbots, freeing agents for complex issues.
Secure, Compliant, & Always On
- Enterprise-Grade Security: Safeguard data with robust encryption and threat detection.
- Regulatory Compliance: Achieve and maintain PCI DSS, HIPAA, GDPR, and other required standards.
- 99.999% Uptime: Rely on SLA-backed infrastructure that reduces downtime and keeps your operations running smoothly.
Flexible & Future-Proof
- Plug-and-Play Flexibility: Integrate with CRM, ERP, and other business systems to reduce data silos.
- Scalable Architecture: Easily handle seasonal spikes or unexpected surges without hardware constraints.
- Future-Proof Your Operations: Add new channels, capabilities, or global agent locations as your organization evolves.
Take your customer experience to the next level—download our Contact Center Best Practices guide today.
Unlock proven strategies to elevate your contact center performance. This ebook explores best practices for improving agent productivity, enhancing customer experiences, and leveraging technology to streamline operations. A must-read guide for organizations ready to reimagine customer engagement.
Explore the journey from CX laggard to leader. This infographic highlights global research findings on today’s biggest customer experience challenges—and shows how AI-powered contact centers can improve satisfaction, empower agents, and drive real business results.
Cloud-Based
ConnX’s cloud-based contact center allows your staff to securely work from home or office with integrated connectivity, unified communications and security.
Elevated Experiences
Our intelligent and synchronized routing and self-service capabilities enable superior customer engagement experiences.
Omni-Channel
ConnX Contact Center is fully omni-channel allowing you to optimize your agents as your business demands. Expand your voice only contact center to service chat, email, social and video requests from your customers.
Workforce Management
Utilize our tools to better optimize your contact center staff scheduling to increase productivity and better manage your operating expenses.
Analytics
Through ConnX’s business intelligence tools you can optimize your customer journey and revitalize their engagement.
Self-Service
Offer your customers tools and automation to help them get answers faster and reduce call times for repeated tasks thus giving your staff more time to handle more complex calls.