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.
| CCaaS Customer Journey Digital Engage | Self Service | Contact Center automatic call distributor (ACD) | Conversational AI Powered Bots | Workforce Management and Automation | Agent Empowerment | Powerful Integrations | Quality Assurance | CX Analytics | Flexible Deployment Models and Support |
|---|---|---|---|---|---|---|---|---|---|
| Seamless Routing | Inbound and outbound IVRS | AI powered Inbound dialer | Low code/no code platform | Customizable workflow creation platform | 360 degree view of customer journey | Integration to 3rd party gateways, PBX systems, softphone & IP phones | Priority on incoming & outgoing calls | Customizable dashboards and reports with cross platform compatibility | ON- prem and cloud based deployment with perpetual license model |
| Blended inbound and outbound algorithms | 24*7 availability with AI based chat and voice bots | Call queue overflow management | Bot builder platform with pre trained models | Bulk operations, work time /shift management and performance management | Agent dashboard: Real-time display of agent performance, productivity, and skills | Pre-integrated with industry standard CRM | Passive and on-demand call recordings for agent ranking | “What if” analysis and self-service data discovery | Training and user guides for easy adaptability |
| Fully integrated voice portal | Web digital channel | Call recording with advance search and filtering options | AI suggested, guided and composed responses | Integrated SLA dashboards | Increased agent productivity, predefined response templates and canned forms | Keycloak SSO: Seamless conversation across multiple CRMs | Feedback Calls/SMS/EMAIL/IVR | Image and video analytics | Various transformation options available: Basic, Omni channel, AI enabled and more |
| Neox Connect: CCaaS mobile app to support WFA and BYOD | Live call center activity tracking | 24/7 tech support via voice, chat, and portal |
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 | ✕ | ✓ | ✓ |
