x Digital Engagement Cloud – Engage the future today
A Streamlined Digital Engagement Solution Designed to Offer your Customers a Seamless Experience.
xDEC ( x Digital Engagement Cloud) a forward-thinking cloud-based multi-tenant digital engagement solution specialized in omnichannel messaging. Future-ready, it effortlessly aligns with current social and digital channels while remaining adaptable to emerging ones. leveraging generative AI (LLM) and AI-powered , xDEC is engineered to simplify customer touchpoints and bolster agent productivity. A seamless blend with chatbot/virtual assistants ensures conversations unfold naturally, complemented by smooth integration with third-party CRMs
Designed for the Digital Agents, each feature and design element in this solution focuses on simplifying processes and enhancing efficiency, ensuring swift and straightforward task completion. Our ethos, is how do we make the life of the agents simple, ensuring they consistently provide superior customer care. Agents have access to AI Assist and suggested response tools, which harness the capabilities of generative AI platforms and prominent language models like ChatGPT & Llama. This facilitates quicker responses to customer queries. Moreover, interactions are labelled for optimized routing and in-depth reporting. To further boost agent efficiency, AI tools automatically recommend appropriate labels, reducing the time spent on manual categorization.
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With an Agent-Centric design, xDEC ensures that agents can manage their tasks effortlessly and promptly. The platform simplifies the agent’s workflow by facilitating easy transitions between conversations on various channels and by utilizing AI-powered agent assist tools, such as: Omnichannel agent desktop, AI-Powered labelling, Conferencing capabilities, Quick macros, Collaborative notes, AI assistance, Web search integration, Language versatility, Future-Ready webhooks, Enhanced AI capabilities, Agent-Centric design, and Messaging Mastery.
Digital Channel Management
Customer profiles: stores customer profiles so that agents can quickly access relevant information during conversations.
VIP routing: xDEC can automatically route high-value customers to experienced agents.
Automatic responses: sends automated responses to common questions, freeing up agents to focus on more complex issues.
Customer satisfaction surveys: xDEC collects customer feedback surveys to help businesses identify areas for improvement.
Knowledgebase integration: integrated with a knowledgebase so that agents can quickly find the information they need to answer customer questions.
Business hours: xDEC can be configured to automatically route conversations to different queues based on the time of day.
Chatbot integration: xDEC can be integrated with xCAI or any third-party chatbots to automate customer service tasks.
What are IST’s Customers are saying?
IST was the chosen partner to implement and integrate Genesys omnichannel solution with our bespoke applications, thanks to thier local experience & support in KSA.
IST made a great job of installing the solution and their experts always respond on the spot if we need support.
Although there are 3 main providers for Genesys solutions in Egypt, IST won our business. Above all, they offered the best support SLA. Thank You, IST.