XO Communications introduced a cloud-based contact center service that helps businesses by providing multiple methods for their customers to engage with a contact center ranging from traditional phone calls to web chats, text messages and social media channels.
The new Contact Center Service, which integrates with leading CRM systems such as Salesforce.com, also enables customers to connect quickly with the most qualified agent who can address their specific needs. It is available over XO’s private and dedicated MPLS IP-VPN network.
“A cloud-based solution allows businesses to stay up to date on the latest contact center features, while improving the overall customer experience,” said Jake Heinz, senior vice president of marketing and product at XO Communications. “The increased number of first call resolutions and reduced hold times is valuable to companies that want to improve contact center productivity and will reduce churn.”
