Cutting-edge technology solutions such as Maximus TXM embodies the innovative customer experience of the future, integrating emerging technologies, advanced AI, and human-centered design principles — all in order to improve efficiency and effectiveness within contact center operations, such as reducing onboarding costs, improving quality performance, and decreasing employee turnover.
The next-generation CX integrates customer interactions and data insights about them and provides these in one seamless experience with secure connections to major cloud services such as AWS and Salesforce.
AI virtual agents become conversational and multi-language across web chat and voice channels. The human customer can either be fully serviced by the AI engines or be routed to a live agent with an accelerated path to resolution based on the bot’s analysis and intelligent routing methodology. Integration with CRM clouds like Salesforce allows for the storage, analysis, and annotation of each call or chat recording, within the context of other relevant information, enabling real-time intent, sentiment, and outcome analysis.
