ICX Core
Enhance & Empower Your Existing Customer Experience
Overview
Introducing Intelligent Customer Experience (ICX), a customer experience framework that revolutionizes customer service and delivers exceptional experiences across channels. ICX simplifies contact center management, optimizes resource allocation, and unlocks the full potential of your infrastructure. By evaluating customer segments, business rules, and real-time contact center statistics, ICX ensures differentiated experiences aligned with your CX goals. It resolves customer needs through selecting in-house or outsourced agents resources, providing self-service or even predictively offering resolution paths.
But ICX is much more than just a routing engine. It empowers your organization to own the entire customer experience across mediums, including voice, chat, and digital requests. ICX manages the interactions with your customers from greeting them to identifying their needs and providing the best resolution for that need, all while maintaining consistent branding across channels and lines of business.
Revolutionize Customer Journeys
With ICX’s core functionality, you can organize your customer experience based on your organization’s specific business functions and align them with your hours of operation, calendars, business rules, real-time KPIs, and policies. Its intuitive interface enables both IT and business users to leverage various features within ICX to define segmentation strategies, build customer-facing interaction flows, and define business functions that align with your business intents.
Each business function within ICX allows you to match your customer’s need to a business process and manage the resolution strategy based on flexible, business-defined segmentation strategies and routing decisions. You have the flexibility to determine the ideal way to resolve the customer’s intent, whether it’s routing them to a specific voice or chat agent group, guiding them through a voice self-service flow or chatbot, or even leveraging outsourcers. These decisions are made in alignment with your business goals while ensuring customer satisfaction.
ICX empowers you to brand your interactions, manage customer needs, and provide self-service applications. With ICX, your organization can elevate the customer experience, streamline operations, and drive customer satisfaction by delivering personalized and efficient interactions across various channels.
Benefits
Customer First Experience
Give your customers the best user experience that aligns to your cost and CX goals.
Streamlined Management
Gives control back to Business Owners within the Contact Center to set policy and routing. Supports multiple concurrent users and harmonizes management decisions in real-time.
Add Features with Ease (see ICX Platform)
Seamlessly add Callback Offers, Survey Offers, and alternative treatment like Advanced Wait Treatment and Channel shift, without touching your underlying Contact Center.
Load Management
Shifts voice traffic to high fidelity and less expensive channels such as Text Messaging, Mobile Web or Smartphone “Apps”.
Control Multiple Locations at Once
Allows scale and local control over multiple Contact Centers without having to build out a monolithic and rigidly controlled environment.
Optimize Use of Outsourcers
In real-time, lets you manage your outsourcers according to your contracts and performance goals.
Same Agent Assist
In real-time, lets you manage your outsourcers according to your contracts and performance goals.
Distributed Contact Center Support
Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group.
Features
Customer Segmentation
Understands customer needs and through business-defined segments, intelligently routes them to the most cost-effective and CX-effective group.
Business Function Management
Simplify management with a Business function approach, reducing complexity in route point management.
In-line integration of Callbacks, Surveys and Alternative Treatment
Snaps in new routing options like Callback offers, Surveys and advanced Wait Treatment.
Diversion of Voice to Chat Channels
Detects mobile phones and, based on business rules, contact center statistics, and AI, offers a customer the option to move from a voice call to a “Chat” via Text Messaging or Smartphone App.
Customer Identity Collection, Verification, and Intent Capture:
Streamlined processes for improved data quality, increased security, and enhanced customer trust.
Administrative Interface for both Business and IT:
Designed for efficient configuration, management, and optimization of customer engagements for both IT and Business users using roles-based access control allowing for selective modification of strategies, interactions, and operational guidelines while maintaining centralized control and audit trails.
Editor for Intent Resolution Strategies:
The “Foxly” Editor enables customization and optimization of intent resolution strategies based on customer attributes and real-time KPI evaluation.
Advanced Dashboards and Customer Journey Reporting:
Visibility to valuable insights into contact handling, staffing resources, and customer behavior, with customizable views, real-time data, and historic trending information.
Multiple Contact Center Support
Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group.
In-house and Outsourcer Balancing
Balances in-house Contact Center and Outsourcer routing based on contact center statistics, calendars, holidays and even outsourcer contracts.
Repeat Caller routing to same Agent
Detects repeat callers and gives customers the option to speak with the same agent as last time.
Customer Branded Experience:
Tailored announcements and dynamic brand management for highly customized customer journeys.
Intent Resolution via Optimized Resource:
Transfer Exits for optimized resource allocation and personalized support with an agent, and Service Exits for seamless self-service options via voice, chat or digital,
Design Custom Interactions Simply:
Drag-and-drop editor for designing engaging customer interactions, with modularization for quicker development. Allows for the reuse of existing assets and systems to be incorporated into the ICX Structure (See Technology Recomposition for more information)
Announcement Set, Recording Management, and Generation:
Efficient management and deployment of voice prompts and announcements with bulk uploading and integration with cloud-based Text-to-Speech (TTS) services.
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