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CCaaS, powered by AI: CX beyond the Contact Centre

Each interaction holds a wealth of concealed value within its data, yielding valuable insights. Part of this full big picture context is understanding what customers really think about your agents and offers. Modern customer engagement extends beyond the contact centre to the back office, the branch or store, and the self-service experience. With support from advanced artificial Intelligence (AI), Neox CCaaS provides a frictionless and connected experience across all customer engagement channels, devices and use cases. AI-infused automated scheduling tools like IVRs, WFM, virtual agents, chatbot, voice bots automate the time-consuming tasks to facilitate communication and schedule workforce changes and make agents, customers, managers and decision makers’ lives easy.

Key Highlights

CCaaS Customer Journey Digital Engage

  • Seamless Routing
  • Blended inbound and outbound algorithms
  • Fully integrated voice portal

Self Service

  • Inbound and outbound IVRS
  • 24*7 availability with AI based chat and voice bots
  • Web digital channel

Contact Center automatic call distributor (ACD)

  • AI powered Inbound dialer
  • Call queue overflow management
  • Call recording with advance search and filtering options

Conversational AI Powered Bots

  • Low code/no code platform
  • Bot builder platform with pre trained models
  • AI suggested, guided and composed responses

Workforce Management and Automation

  • Customizable workflow creation platform
  • Bulk operations, work time /shift management and performance management
  • Integrated SLA dashboards

Agent Empowerment

  • 360 degree view of customer journey
  • Agent dashboard: Real-time display of agent performance, productivity, and skills
  • Increased agent productivity, predefined response templates and canned forms
  • Neox Connect: CCaaS mobile app to support WFA and BYOD

Powerful Integrations

  • Integration to 3rd party gateways, PBX systems, softphone & IP phones
  • Pre-integrated with industry standard CRM
  • Keycloak SSO: Seamless conversation across multiple CRMs

Quality Assurance

  • Priority on incoming & outgoing calls
  • Passive and on-demand call recordings for agent ranking
  • Feedback Calls/SMS/EMAIL/IVR
  • Live call center activity tracking

CX Analytics

  • Customizable dashboards and reports with cross platform compatibility
  • “What if” analysis and self-service data discovery
  • Image and video analytics

Flexible Deployment Models and Support

  • ON- prem and cloud based deployment with perpetual license model
  • Training and user guides for easy adaptability
  • Various transformation options available: Basic, Omni channel, AI enabled and more
  • 24/7 tech support via voice, chat, and portal

Key Highlights

Key Features

Feature

Basic

Omni

AI - Enabled

omni channel Support : Call, SMS, Email, in app messaging, Multi-session web Chat, WhatsApp, Social media (Facebook Messenger, Twitter, etc.), consumer review portals on the Web-site Except Call
Interactive/Dynamic Voice Blaster
Outbound Calling Modes: Predictive, Preview, Progressive andManual
Do Not Call List Management
Audiable Queue Position/Queue Wait/Queue count
Inbuilt Customizable Customer Lead Management CRM
List Management and List Mix
Campaign wise Music On Hold
Multi-level IVR Call Routing
Multi Digit IVR support
Multi-lingual IVR
SNMP based Management and Monitoring
Miss Call to Call Back
Time Zone Administration
Logical Partitioning
MLPP
On-hold music (stock or uploaded)
Inbound call voice mail with email delivery
Extension-to-extension dialing
Sticky Agent
3 party audio/ Video conferencing
Alternate No. Dialling Support
call hold
Call Parking
Hotdesking
Skill Based Routing
Remote Agents
Agent Dashboards with Agent CDR
Call threshold notification
Pause codes and Break burification
Customizable Disposition and Pause Codes
Chat transcripts
Integrated ticketing across all platforms
Customized SLA management
Co-browser
Call Monitoring
Call Barge-In
Call whispering
Speech and Text Analytics/NLP
Multilingual Text-To-Speech (TTS) and Automatic speech recognition (ASR)
Personalized and scalable Virtual Assistants available 24*7 across channels
Integration and Esclation to live Chat/Agent
Social BI
3rd Party CRM and Business Application Integration via Web Service and Screen Pop-up
Payment Gateway Integration (Optional)
OSS/BSS integration
Integration with WFM tools
Data lntegratlon and Call control APls
Lead load APIs
Reporting APls
Click to Dial API
Real Time and Flexible Historic Reporting with advance filters in tabular or graphical formats downloadable in PDF or CSV
Customized Reports
IVR reporting : To see overall use of the IVR, where callers drop out or get stuck.
Agent Wise Reports: A gent Login Adherence, Agent availability, Agent Breaks,Agent status and calling activity report
Inbound, outbound, Voice blaster, CDR with Call Recording, Call Queue, Call Volume,Call abandon,Call detail, SLA Reports, Ticket wise reports
Channel-wise reports to identify the most prefered channel of customer
Ticket Trend Report

Here is how our solution works

How AI powers Neox CCaaS solution

Industries where we are operating

Healthcare

  • Appointment booking
  • Multi-branch connectivity
  • Telecommunication/Transcription
  • Feedback system
  • Doc on video
  • Call recording
  • Video bridge

Real Estate

  • Two way audio and video intercom
  • Audio conference
  • Video blaster
  • Mobile SIP client/VOIP
  • IVRS
  • IP surveillance
  • Integration with IP-PA system

Education

  • Setting up appointment
  • Enrollment and admission service
  • Lead generation
  • 24*7 support
  • Distance education lecture
  • Analytical reporting
  • Conference PR

Govt

  • State integrated communication network
  • Citizen helpline
  • Process monitoring
  • Mobile extension
  • IVRS
  • Video intercom
  • Feedback and reminder process
  • Analytical reports

Travel & Hospitality

  • Lead generation
  • Multibranch video and audio intercom
  • Guest reservation system
  • PMS integration
  • DND wake up call
  • Emergency alert system
  • Flexible rating and charging
  • Feedback system

BPO and E-commerce

  • Auto attended multi-level IVR
  • ACD and skilled based routing
  • Predictive dialing
  • CRM integration
  • Interactive voice blaster
  • SMS/e-mail integration
  • Live dashboard and BI reports

Enterprise

  • Setting up adjustment
  • Multi branch connectivity
  • Call recording
  • Lead generation
  • 24*7 support
  • Mobile extension
  • Analytical reporting
  • Feedback and reminder process
  • Conference bridge

ISPs & Telcos

  • Multi-level IVRS
  • Consumer helpline
  • Process monitoring
  • Mobile extension
  • Multi-branch connectivity
  • Payment reminder
  • Reseller management and multi-tenancy

Industries where we are operating

Healthcare

FTTH/Real Estate

Education Institutions

Government

Tours & Travels

E-commerce

Manufacturing Companies

ISP

IT Industry

Hotels / Dairy

Automobile

Telecom

Compliance and certifications

Portfolio Offerings

Please find below contact details and contact us today! Our experts always ready to help you.