News : Doxim CEM Platform Latest Release Increases Staff Efficiency, Streamlines and Optimizes Customer Touchpoints

#contactcenterworld, @doxim_inc

Toronto, ON, Canada, Oct 22, 2021 -- Doxim, a customer communications management (CCM) and engagement technology provider serving financial and regulated markets, announced the general availability of its October release of the Doxim Customer Engagement Management Platform (CEM).

Designed specifically for banks and credit unions, Doxim CEM delivers a suite of integrated solutions that span the customer lifecycle to create an engaging, modern customer experience. Integrated into the financial institution’s core systems, Doxim CEM is a modular software platform that enables organizations to start with a single solution and plug in others over time to create a comprehensive integrated suite that will support multiple business needs.

"It’s all about creating efficiency this time around. Our vision is to create a single platform for your staff to service your customers through every stage in their journey with you. We want to create a platform that your staff want to use and one that makes their jobs easier," said VP of Product Management CEM Sean Kennelly.

"So, in this release, we focused on expanding functionality to serve additional use cases during the customer journey as well as enhancing key workflows and integrations to create further efficiencies and time savings for your staff so they can focus on doing what they do best – creating a superior experience."

#contactcenterworld, @doxim_inc

Posted by Veronica Silva Cusi, news correspondent
Source: Doxim

About Doxim:
Doxim is a provider of SaaS-based customer engagement solutions for credit unions, community banks and wealth management firms. Doxim’s Customer Engagement Platform helps financial institutions transform their customer experience, communicate more effectively throughout the customer lifecycle, and improve cross-sell and upsell activities that drive increased wallet share.

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Published: Monday, October 25, 2021

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2023 Buyers Guide
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Computer Telephony Integration

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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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AMC Technology

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DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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ComSys S.A.

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Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

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Consilium Software

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Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, FreshDesk, and more. Consilium UniAgent™ CRM connectors are proven in over 110 countries with thousands of agents globally.
Enterprises are proactively working towards enhancing their Customer Experience (CX) strategy to optimize omnichannel interaction throughout the customer lifecycle. Consilium UniAgent™ is delivering this as a Connected Digital Experience, being at the center of the agent and customer interaction. The 8.0 release of UniAgent™ is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels (chat, SMS and social media.)
As we enter the next stage of the global pandemic, contact centers are faced with the prospect of permanently allowing at least some of their agents to be Work-from-Home agents, without reducing the customer experience (CX.) UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN.
UniAgent™ is now available in a cloud-hosted deployment model. Our choices of subscription-based or owned-license pricing gives the flexibility customers and partners need.
UniAgent™ can reduce call handling time, accelerate resolutions, and allow for faster call processing to reduce customer wait times in queue. Contact centers can shorten the total time agents spend on inbound and outbound calls, increasing agent productivity by up to 25% by providing customer information to an agent's desktop at the same time the customer call arrives. This cost saving alone can provide a rapid return on investment (ROI). In addition, quick resolution of customer concerns is possible because agents can now use the historical information in CRM’s to shorten call hold times and quickly address the problem. Finally, simple on-screen click-to-talk capabilities are integrated into the CRM screen, allowing agents to initiate outbound calls quickly.
Features and Benefits
• Automatic logging: Administrators and managers get Cisco CUIC reporting of all agent activity, and voice and non-voice contact activity is also saved to the CRM.
• Omnichannel federation: Support for voice, chat, email, and Universal Queue/UQ routing with Single-Sign-On supported
• One-click dialing: Agents need only to click on a phone number once in the CRM to place calls, saving time and removing the possibility of dialing wrong numbers.
• Pre-packaged integration: Allows pre-packaged integration between CRM’s and the Cisco Unified Contact Center solutions for fast, easy installation, and easy upgrades when Cisco Unified Contact Center and CRM product versions change.
• Full telephony functions: All telephony functions in the CRM agent desktop including phone control, caller identification, and screen pops
• Proven architecture: A robust, proven architecture that has been successfully deployed for governments and Fortune 500 companies since 2008.

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Ec2Traffic provides:

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It provides a set of tools that every contact center needs, over and above their vendor features.

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*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.

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