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CXCI GLOBAL

INNOVATIVE, DIVERSE, SIX SIGMA CONTINUOUS IMPROVEMENT,

VALUE-ADDING CONTACT CENTER SERVICES

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CULTURE & VALUES

Our Values are purposefully developed by our founders who have nearly 100 years experience in the customer service industry as both the client and the supplier. We foster an energized, informed, and engaged environment to motivate, challenge, retain and develop our millennial workforce.

OUR LEADING-EDGE TECHNOLOGY

Customers often prefer to use their favorite media channels to communicate and conduct their business and at CXCI GLOBAL we provide a leading-edge unified Omni-Channel Customer Engagement Platform which can seamlessly include voice, chat, email, IVR self service, SMS, social media, mobile apps and popular chat messengers.

 

Our customer engagement platform enables agents to handle virtually any type of media communication, along with the ability to handle multiple media channels simultaneously. Dynamic, unified reporting is available which  provides highly valuable intra-day, weekly and monthly insight into volumes, productivity and performance across all customer engagement channels.

OMNI-CHANNEL

CUSTOMER ENGAGEMENT

VOICE

 

live agent voice customer contact over the phone, via mobile app or web page

SMS

 

engage with customers using SMS texting; auto-reply via SMS avaialble

WEB CHAT

 

rich web chat with voice, video and file exchange; can utilize social & mobile apps; knowledge base and standard responses available

SOCIAL MEDIA

 

monitor the social media for customer comments regarding your company, interact and respond to customer posts, resolve issues, improve brand image

EMAIL

 

answer customer emails between calls or chat conversations with help of knowledge base and standard responses

VIDEO

 

live agent video communications with internal or external customers, helps with technical support to show products/screens

e

IVR & DIALER

 

interactive voice response for self-service and menu options; dialer available for outbound programs and voice broadcast alerts to customers

IN MOBILE APP & WEB PAGE

CUSTOMER SUPPORT

 

lets customers contact us via voice, chat, video and picture exchange through your existing web page or mobile app

 

 

 

SUPPORT

QA, ANALYTICS & OPTIMIZATION

RECORDING - MONITORING - ANALYTICS - SCORING - COACHING

CALL MONITORING,

RECORDING & SCORING

ANALYTICS & REPORTING

AFTER CONTACT SURVEYS

RESOLUTION - SATISFACTION - CUSTOMER EXPERIENCE IMPROVEMENT

AFTER CONTACT

SURVEYS

WORKFORCE MANAGEMENT

PLANNING - FORECASTING - SCHEDULING - INTRA-DAY

Forecasting

& Planning

Scheduling

Intra-day

Management

We utilize a leading-edge Workforce Management, Optimization and Real-Time Adherence platform that enables CXCI GLOBAL to manage our workforce with precision during every interval. Whether it be forecasting, staff planning, scheduling, intra-day management with real-time adherence, our platform is leading-edge and has no limits in our ability to be max-efficient in our operations.

 

Our leadership team has many years experience and formal training administering several WFM platforms and has authored Resource Management Guidelines and Best Practices for Fortune 100 companies Sears and Verizon Wireless.

 

BPO suppliers must excel at workforce management, and we do just that!

SOCIAL RESPONSIBILITY

ECONOMIC & ENVIRONMENTAL

Corporate Social, Economic and Environmental Responsibility are important to CXCI GLOBAL, several programs and initiatives are highlighted below. Employees are encouraged to suggest and help develop new programs and approaches to conserve water, paper, energy, reduce emissions or recycle equipment for possible use by others in need.

 

Water Conservation

Eco-Friendly Waterless systems

 

Paper Conservation

Clean-Desk/Paperless Environment

Recycling Program

   Paper

   Batteries

   Computers

 

Energy Conservation

Energy efficient lighting

Energy efficient workstations

 

Carbon Emissions Reduction

Contact Centers located strategically near public transportation hubs

 

SUCCESS STARTS
HERE
Contact Us Today!

Call us toll free at 1 (844) TRY-CXCI or 1 (844) 879-2924

Or by e-mail at info@cxciglobal.com

Copyright 2015. CXCI GLOBAL, LLC. All Rights Reserved.