Our Solutions

MX Digital provides multi-media contact centre solutions, either hosted, on premises or on a rental basis. We can integrate with existing call centre and IP-PBX systems and our multi-media voice and data technology includes:

Inbound

The distribution, routing and management of incoming customer interactions to ensure the interaction is handled according to agreed business rules in the most efficient manner.

Other

Featured functionality that is available to both Inbound and Outbound operations.

Automated
Call Distribution

ACD routing capability will ensure the customers are connected to the appropriate resource the first time and enable appropriate service prioritisation. Routing of calls by CLI or DNIS increases flexibility.

Call
Recording

Call Recording is just one of the channels that the system is able to record. Supervisors are able to review interactions between agents and customers.

Interactive
Voice Response

Inbound Interactive Voice Response (IVR) provides recorded announcement features and the ability to retrieve information based on CLI, DNIS or tones entered.

CRM
Integration

Helps customers maximise the value of every transaction. By integrating the agent desktop with the CRM, the agent has all the relevant information easily to hand

Email
Distribution

Create rules through a business workflow to determine where emails should be routed. Apply intelligent routing to email contacts - analyse the email for account information, look up data in the CRM or database, then use this to route and screen pop.

Browser based
Scripting

A browser based scripting solution harnesses the power and simplicity of browser technology to deliver to agent screens options to meet business rules or customer responses.

Webchat
Solution

Facilitates real-time interaction between your agents and customers via on-screen text messaging. Agents can automatically retrieve information from a knowledge base to quickly respond to customer enquiries. Secure Socket Layer (SSL) support ensures privacy and security of the interaction between the agent and the customer.

Speech
Recognition

The customer speaks response to either an inbound or an outbound IVR message. The Speech response replaces the caller entering digits from a telephone keypad. Create a simple, intuitive and natural interface for callers. Save time, caller frustration and increase First Call Resolution.

 

SMS
Text Messaging

Use SMS text messaging effectively to allow customers the opportunity to call you. Send reminders about meetings to minimise no-shows and get information quickly and efficiently to large numbers of field staff.