In the contact center, faster customer inquiry resolution translates to increased efficiency, higher customer satisfaction, and all-around better agent retention. Unfortunately, many contact centers today are drowning in poorly integrated data; to boot, many of the solutions they use are not helping to improve average handle time and first-contact resolution. And at the same time, customer expectations are naturally higher than ever. The hyper-personalized, on-demand nature of the digital era has prompted a dramatic rise in what consumers want from businesses.
In this vein, recent research published by Techaisle found that improving customer engagement touchpoints is the top reason organizations are investing in communications technology, with "more than 53% identifying artificial intelligence (AI) and virtual assistants as key factors when selecting a provider and 48% highlighting the importance of comprehensive contact center capabilities."
So, to help contact centers improve their customer service resolution times, business communications company Mitel announced its new AI-powered customer experience (CX) management platform, Mitel CX. The goal of the solution is to help organizations enhance their customer engagement processes, drive employee efficiency and exceed the growing expectations of today’s consumers.
Mitel’s new all-in-one CX platform supports omnichannel customer interactions underpinned with AI – including voice, video, chat, and social – "allowing businesses to meet customers wherever they are, across any channel," said the company.
Mitel CX integrates seamlessly with Mitel’s unified communications (UC) solutions to deliver a fully converged UC/CC experience. As a result, CX capabilities are extended to all employees – not just contact center agents – supporting collaboration between back-office and frontline teams and improving first-contact resolution. For organizations using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution.
“Customer experience goes well beyond the contact center - it’s central to brand reputation and maximizing revenue,” said Martin Bitzinger, Mitel's Senior Vice President of Product Management. “As customer expectations evolve, technology can become a strategic advantage. Mitel CX extends customer engagement capabilities to all employees, aligning communications across departments to create a cohesive CX environment and more meaningful customer interactions.”
Edited by
Alex Passett
