MultichannelAvailable with XO Contact Center Services (XO CCS)

U N I F I E D C O M M U N I C A T I O N S F E A T U R E O V E R V I E W

© Copyright 2016. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. Multichannel | O160509 11:26:50

FOR MORE INFORMATION, CONTACT YOUR XO REPRESENTATIVE, VISIT XO.COM OR CALL 866.349.0134

B E N E F I T S

• Allow your customers to choose the channel they wish to use

• Enable agents to respond using a single, simplified platform and agent experience

• Capture important data you need for ongoing improvement and engagement

Give your agents the flexibility they need to engage with your customers in the methods they choose.

The Contact Center Services (XO CCS) platform from XO includes full multimedia capabilities routing contextual communications with the same precision and detail that historically was limited to voice calls. E-mail, web chat, social media, WebRTC and SMS can now be handled at the agent’s desktop with intuitive and highly intelligent interfaces. The XO CCS software platform analyzes and categorizes various contact types and routes and reports on the contacts accordingly.

CCSAgent

Text Message

Web Chat

Web Video

Social Media

Phone Call

Customer

Agent

Agent

XO Communications provides the technology that helps business and wholesale customers compete in a hyper-connected economy. In the U.S., XO owns and operates one of the largest IP and Ethernet networks that customers rely on for private data networking, cloud connectivity, Unified Communications and voice, Internet access, and managed services.

© Copyright 2016. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are trademarks of XO Communications, LLC. Multichannel | O160509 11:26:50

FOR MORE INFORMATION, CONTACT YOUR XO REPRESENTATIVE, VISIT XO.COM OR CALL 866.349.0134

M U L T I C H A N N E L F E A T U R E O V E R V I E W

Voice Calls

Our most basic and popular service enables contact centers to manage voice calls with real time queuing to optimize agent productivity, while ensuring a pleasant consumer experience – and reporting to supervisors in real time , helping them coach and improve performance and respond to escalation needs.

Email

XO CCS e-mail service makes it easy for consumers to contact your company through e-mail integrating skills-based routing. Inbound email contacts are delivered to agents in the form of an email popup. Email customer interactions and statistics are visible from the Supervisor module and the Contact Center reports package.

Social Media

Social networking sites including Twitter and Facebook provides organizations a powerful engagement channel. The XO CCS Social Media solution enables skills based routing to ensure successful and immediate responses to tweets, direct messages, wall posts, Facebook messages, and comments.

Web Chat

XO CCS Web Chat makes it easy for consumers to contact your company through a text-based chat service, while adhering to the same skill-based routing that governs call distribution to agents. Like voice contacts routing is affected by time-of-day routing, day-of-week-routing, holiday routing, skill levels, skill priorities, and other system parameters.

Video

Business websites now provide an immediate connection to the contact center. Consumers need only their browser to navigate through your web site and immediately click to speak on a live video session with an agent. Agents can co-browse with consumers to help answer questions, providing a friendly, efficient interaction that is captured and can be reviewed.

Text (SMS)

Using standardized communications protocols that allow the exchange of short text messages between fixed lines, contacts from mobile phone devices or from the web can be routed through the XO CCS Multimedia Contact Center queue.