The ‘Complete’ Cloud Contact Centre
XMS addresses the Contact Centre in its entirety and is proud to associate itself with Amazon Web Services and provides Amazon Connect and its advance features to its customers.
As a leading Amazon APN partner specialising in Amazon Connect, XMS is capable of delivering enhanced capabilities, including integration with leading CRM's, such as Salesforce and advanced integration and features.
XMS has also developed its own solutions to enhance Amazon Connects capabilities and its solutions are available via the AWS marketplace.
Our solutions are tailored to clients’ precise needs, and with inbuilt scalability and flexibility to cater for evolving circumstances. Importantly, by offering everything needed on a single platform, our approach avoids the inherent problems of effectively integrating point solutions.
Whether supporting small organisations with just a handful of agents or very large enterprises, we have the full range of technologies, services and skills to design, implement and support the optimum solution.
XMS’s expertise with AWS enables it to deliver the complete range of Voice, Artificial Intelligence, Machine Learning and Multimedia functionality of Amazon Connect to – maximise contact centre effectiveness, contain operating costs, optimise interaction quality, ensure job satisfaction for agents, provide an excellent customer experience, and improve business outcomes. The portfolio includes:
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Omnichannel experience for agents and customers
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Intuitive graphical contact flow builder
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Outbound calling
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High quality audio
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Call recording
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Natural language chatbots using Amazon Lex
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Web and mobile chat
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Skills-based routing
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Contact Lens for Amazon Connect
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Real-time and historical analytics
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Integrations
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Salesforce Service Cloud and Amazon Connect
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Fraud Detection
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Amazon Connect Features
XMS’s expertise goes well beyond designing and implementing the optimum Contact Centre solution. We have helped clients lift contact centre productivity with tools and processes for:
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Agent Monitoring, Scoring, Training and Development
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Enforcing Business Rules
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Call Scripting
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RPA
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AI
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Managing Compliance
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PCI
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Management
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Technical Support
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Workforce Management and Optimisation
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Back Office and Legacy Systems integration with Contact Centre systems
Optimum Contact Centre productivity calls for agents completing calls without delay. So they must have everything they need for the call at their finger-tips, in a single screen-pop – not having to spend time, and inconvenience customers while they retrieve back office data from CRM, databases and other legacy systems.
One of XMS’s great strengths is Desktop Integration to automatically retrieve and present such information, thereby empowering agents, avoiding dead time, and helping ensuring first call resolution, and customer satisfaction.