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Give agents a single interface to handle interactions in any channel your customers ask for and the flexibility to switch between them when needed.
Make every interaction special
Give your agents access to everything they need to know to personalize the experience: full customer context, interaction history and sentiment.
One interface, all tools
Boost productivity with an interface that unites all the tools an agent needs: from scheduling to QM feedback, from real-time KPIs to gamification.
Consolidated agent tools
Give your agents one interface that not only unites handling digital and voice channels, but also gives them access to the Workforce Management (WFM) and Quality Management (QM) tools they need and allows them to better self-manage with integrated real-time agent reports and dashboards. Consistent controls across interaction channels reduce training needs and allow the agent to focus on helping the customer.
True digital-first omnichannel customer service
MAX – My Agent eXperience - is a digital-first true omnichannel agent interface that enables agents to handle virtually any interaction channel. It increases productivity by enabling agents to concurrently handle multiple interactions in different digital channels with different customers. Elevating contacts by switching or adding interaction channels facilitates first contact resolution. Fostering the agent’s sense of ownership by giving them more control leads to more engaged interaction handling which in turn improves customer satisfaction.
Empower agents to personalize
Give your agents access to customer data, interaction history and customer sentiment, regardless of interaction channel. This enables your agents to personalize interactions, resolve issues faster and reduce customer effort leading to better customer service across digital and voice channels.
