FAQs

All X4 capabilities plus:

• Voice-focused contact centre
• One click subject matter expert access
• Customer engagement analytics
• Customisable wallboards & dashboards

X6 features plus:

• Social media
• Chat, email & SMS
• Co-browsing capabilities

Includes all X7 feature plus:

• Integrate voice, email, webchat and social media
• Advanced speech and interaction analytics
• Quality collaborative performance management
• Screen-recording, real-time multi-screen monitoring

• Leverage video escalation functionality for customer engagement with no integration required
• Seamlessly transition an interaction to video within a single, seamless flow of work
• Use SMS to access video without downloading and install additional software
• Address complex issues more effectively, resulting in improved first contact resolution and higher customer satisfaction
• Reduce the cost of service while providing better customer support

Digital transformation involves integrating digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It includes adopting new technologies, optimising processes, and fostering a culture of continuous innovation.

Digital transformation is crucial for staying competitive in today’s market. It enhances efficiency, improves customer experiences, and enables data-driven decision-making, leading to increased agility and growth opportunities.

By leveraging technologies such as AI, automation, and data analytics, businesses can provide personalised, efficient, and responsive customer service. This leads to higher customer satisfaction and loyalty.

Key technologies include cloud computing, AI and machine learning, IoT, big data analytics, robotic process automation (RPA), blockchain, augmented reality (AR) and virtual reality (VR), and mobile platforms.

Begin by assessing your current processes and identifying areas that can benefit from digitalisation. Develop a strategic plan that includes goals, necessary technologies, and a roadmap for implementation. Partnering with experienced digital transformation consultants can also provide valuable guidance.

Common challenges include resistance to change, cybersecurity risks, data privacy concerns, and integration issues with existing systems. It’s important to have a clear strategy and to involve all stakeholders in the process to address these challenges effectively.