Product Overview of CxEngage
CxEngage, a product offered by Enghouse Interactive, is a comprehensive contact center solution designed to enhance customer engagement, automate processes, and integrate seamlessly with various business systems. Here’s a detailed look at what CxEngage does and its key features:
What CxEngage Does
CxEngage is a cloud-based contact center platform that enables organizations to deliver exceptional customer experiences across multiple channels. It allows businesses to connect, engage, and automate interactions with their customers, ensuring consistent, personalized, and efficient service.
Key Features and Functionality
Omnichannel Engagement
CxEngage supports interactions through various channels, including phone, email, chat, SMS, and social media. This omnichannel capability allows agents to initiate and manage customer conversations from a single interface, enhancing the overall customer experience.
Video Integration
With the CxEngage Video solution, agents can initiate video-based conversations directly from the customer’s desktop or mobile browser, eliminating the need for additional downloads or installations. This feature enables seamless video interactions and collaboration between agents and experts.
Automation and AI
CxEngage leverages advanced technologies such as conversational AI, natural language processing (NLP), and machine learning (ML) to automate customer service processes. This includes building next-gen IVR virtual assistants, predictive models for call volume forecasting, and automated payment workflows, all of which help in reducing costs and improving customer satisfaction.
Deep Integrations
The platform offers deep, pre-built integrations with leading CRM systems, such as Zendesk, and other business applications. This integration combines the benefits of both systems into a powerful solution, enabling efficient data exchange and unified customer management.
Workflow Management and Analytics
CxEngage integrates with workforce management tools like Teleopti and Verint’s Workforce Engagement Cloud, allowing for advanced forecasting, scheduling, and monitoring of customer service operations. Additionally, it includes speech analytics capabilities through CallMiner and real-time performance measurement with ClearView Dashboards and Plecto.
Customization and Flexibility
The platform features a microservices 2.0, true cloud architecture that allows for customization to work with proprietary technologies or connect to various powerful apps and native integrations. This flexibility enables businesses to tailor the solution to their specific needs.
Security and Compliance
CxEngage ensures high levels of security, particularly in payment processing, with PCI-DSS Level 1 compliance through Key IVR’s Border platform. This ensures that sensitive payment data is handled securely without exposing it to agents.
Visual IVR and Self-Service
The platform includes Zappix Visual IVR, a digital and visual self-service tool that allows customers to resolve their service needs independently, reducing the need for complex voice IVR menus and agent interactions.
Conclusion
CxEngage is a robust contact center solution that combines advanced technologies, deep integrations, and automation capabilities to deliver exceptional customer experiences. Its ability to support omnichannel engagement, integrate with leading business systems, and automate various processes makes it a powerful tool for businesses aiming to enhance their customer service operations.