Customer Experience Cloud

mavQ CXC Platform streamlines customer interactions, offering a unified solution for optimized engagement. With features like Omni-Channel Input, Shared Services Model, Workforce management, and Real-Time Transcripts with Sentiment Analysis, businesses can enhance customer experiences effortlessly. Our platform simplifies processes, enabling personalized and efficient service delivery across all touchpoints, driving customer satisfaction and loyalty.

Key Features:

Amazon Connect Integration: Seamlessly leverage the power of Amazon Connect services to deliver a comprehensive customer experience solution.

Configured Omni-Channel Input: Streamline customer interactions across various channels, including IVR, voice telephony, and Voicebot features, all seamlessly integrated with Amazon Connect.

Shared Services Model: Optimize call center efficiency with our shared services model, empowering agents to handle multiple programs effortlessly from a single platform.

Workforce Management (WFM) Module: Equips supervisors with tools for agent management, quality assurance, and real-time insights, including flexible scheduling, intelligent call routing, activity timelines, and capacity forecasting, ensuring optimized staffing and operational efficiency.

Whisper Functionality: With the Whisper feature, supervisors can provide real-time support to agents during active calls, offering guidance or assistance without the customer's knowledge.

Broadcast Notifications: Utilize the Broadcast feature to send system-wide in-app notifications to all agents and supervisors, ensuring high-priority messages are promptly delivered and acknowledged.

Listen-in and Barge-in: Supervisors have the capability to listen in on active calls and barge in when necessary, allowing for real-time monitoring and intervention to ensure quality service delivery and compliance.

Integrated CRM: Gain deep insights into customer interactions with our integrated CRM module, ensuring personalized assistance and efficient tracking of customer data.

Sentiment Analysis: Harness real-time call transcripts and sentiment analysis to understand caller and agent sentiments, driving proactive quality management and agent training initiatives.

Why Choose CXC?

mavQ CXC Platform provides seamless integration with Amazon Connect and a comprehensive suite of features including Omni-Channel Input, Shared Services Model, Integrated CRM, and Real-Time Transcripts with Sentiment Analysis. Customize efficiency with flexible scheduling, intelligent call routing, and real-time dashboards. Foster internal collaboration with Whisper and Listen-in/Barge-in features. Customize and scale to your needs with expert support throughout.