The ‘Complete’ Cloud Contact Centre
XMS addresses the Contact Centre in its entirety and is proud to associate itself with Zoom Communications, Inc. (NASDAQ: ZM) and provides Zoom Contact Centre (ZOOM CX) and its advance features to its customers.
As a leading Zoom partner specialising in Zoom CX, XMS is capable of delivering enhanced capabilities, including integration with leading CRM's, such as Dynamics, Salesforce, ServiceNow and advanced integration and features.
XMS has also developed its own solutions to enhance ZOOM CX capabilities, such as XMS developed CMS system to further enhance platform capabilities.
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 representatives 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 ZOOM enables it to deliver the complete range of Voice, Artificial Intelligence, Machine Learning and Multimedia functionality of ZOOM CX to – maximise contact centre effectiveness, contain operating costs, optimise interaction quality, ensure job satisfaction for employees, provide an excellent customer experience, and improve business outcomes. The portfolio includes:
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Digital Channel experience for agents and customers
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Intuitive graphical contact flow builder
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Inbound ACD (Voice, Chat, Email, etc)
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AI Companion
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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 Virtual Agent
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Work Force Management
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Web and mobile chat
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Skills-based routing
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Real-time and historical analytics
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Integrations
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CRM Integration
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Fraud Detection
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Data Privacy
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Compliance
ZOOM Platform Capabilities
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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Interaction 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.
For an obligation free demo and discussion, please contact XMS DEMO.