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Sangoma Enhances Customer Engagement with New CX Platform Features

By Greg Tavarez April 19, 2023

Sangoma Technologies is trusted by many businesses because of its team of experts that deliver value-based solutions. A staple in the VoIP market, Sangoma’s solutions streamline business processes to allow them to focus on what really matters most.

One such solution is the Sangoma Contact Center, a cloud-based contact center solution designed to help businesses improve their customer engagement and satisfaction by providing a comprehensive set of features for managing customer interactions across multiple channels, including voice, email, chat and social media.

The solution includes advanced call routing capabilities that help distribute incoming calls to the most appropriate agent based on factors such as skills, availability and priority. It also offers automatic call distribution, interactive voice response and outbound dialing features to help agents handle customer interactions much more efficiently.

Sure, these capabilities enable businesses to deliver a high level of customer engagement, but Sangoma wanted to take it even further. And so, it did with new omnichannel features to the Sangoma Contact Center, which is now known as the Sangoma CX platform.

The Sangoma CX platform added webchat support to its functionality. This new feature enables agents to chat with customers within the Sangoma CX interface, enhancing customer experience by providing a seamless channel of communication. The new omnichannel webchat allows users to easily manage their customer requests and provide consistency across channels.

With the new functionality, agents now blend between calls and webchat interactions, increasing their productivity while reducing customers’ wait times.

Also new is the updated reporting feature that provides agents with more options to keep track of and measure the success of their webchat usage. With this feature, organizations better understand their customers' needs and preferences and identify areas for improvement to increase customer satisfaction and agent productivity.

"Our team has worked hard to ensure that these features will help transform our customers' businesses cost-effectively, provide a richer contact center experience, reduce churn and boost customer loyalty," said Jim Machi, Chief Product and Marketing Officer at Sangoma.

And, to Machi’s point, the platform is providing just that.

According to Jennifer Danis, a unified communications manager at Thrive Networks, their clients are satisfied with the variety of features Sangoma CX provides; they believe it offers valuable insights through its comprehensive reporting, which includes both real-time and historical data.

So yeah, the new webchat support and updated reporting feature underscores Sangoma’s commitment to providing customers with better experiences while increasing the productivity of its agents.

Edited by Alex Passett
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CustomerZone360 Editor

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