UCX Platform

All in one platform, AI-infused

Imagicle nowadays is offering a complete omnichannel interactions platform, to fulfill the needs of any company seeking for a solution to:

Welcome

WELCOME all your customers contacting you through a voice call or through a digital IM query, thanks to the Imagicle UCX Attendant Console and Omnichannel UCX Agent Console. Call handling is optimized by the flagship Imagicle Advanced Queuing enhanced call queuing and distribution application + Imagicle Auto Attendant to develop customized IVR call flows, prequalify the inbound call and route it to the proper agents’ team.

Automate

AUTOMATE both voice and digital IM interactions by integrating a Virtual Receptionist and/or Digital+Voice Virtual Agents. The goal here is very clear: relief the workload of your Contact Center agents and switchboard operators, letting voice and chat Bots perform all those repetitive tasks which are not adding any value or enhancing the skills of human operators.

Ensure

ENSURE that your users, agents and switchboard operators are performing in line with company’s expectations, in terms of relationship with customers and the ability to provide a solution/solve a problem in the fastest, smartest, and easiest way. Imagicle compliance Call and Screen Recording application provides an unbearable tool to monitor the performances of your employees, together with analytics tools available within Analyze.

Analyze

ANALYZE both phone and digital interactions traffic to get an insight of the volume of calls and digital queries hitting your users, together with outcomes, waiting times, response depths and all the significant KPIs which allows you to score the quality and the performances of your human and virtual agents. On top of this, Imagicle Voice Analytics provides audio recordings multilanguage transcription and AI-based Sentiment Analysis, for a deeper understanding on how users, agents and switchboard operators are behaving and for coaching purposes. The same application allows to simultaneously view screen captures and recorded conversations in a single pane of glass.