Sangoma has announced that its cloud-based contact centre platform, Sangoma CX, has received new omnichannel features, including being equipped with webchat support.
The functionality allows agents to engage with customers via Sangoma's platform interface. As the service is omnichannel, it enables users to manage customers and their requests consistently across phone calls and webchat interactions, streamlining the process and reducing waiting times. Agents can blend between calls and webchat interactions without crossing wires while providing agents and customers more options in addressing the customers' concerns.
Jim Machi, Chief Product and Marketing Officer at Sangoma, said:
"We are confident that these new features will improve the user experience and help users achieve their goals easily. Our team has worked hard to ensure that these features will help transform our customers’ businesses cost-effectively, provide a richer contact centre experience, reduce churn, and boost customer loyalty."
Additionally, among the new features are updated reporting capabilities in which agents have more options to track the success of their webchat interactions with customers, providing more valuable data for organisations to understand their customers' needs and preferences better. These data sets can eventually inform targeted areas for improvement, improving agent productivity and customer satisfaction.
