ICX

Unified Agent

The advanced omnichannel web-based contact centre solution for AVAYA Aura

EVERYTHING YOU NEED TO KNOW

There are no rules governing how today’s customer will choose to interact with your organization. They may start their conversation with you on one channel, continue it on a second, and end it on a third. But as customers jump channels - they fully expect you to follow them!

ICX is an omnichannel, web based contact centre solution that orchestrates customer interactions across multiple channels, presenting them in a single intuitive desktop interface, ensuring that your agents deliver outstanding customer care, and your customers enjoy real continuity in their dealings with your organization - regardless of their preferred contact channel.

But what differentiates ICX from every other multimedia contact centre platform is its ability to work in tandem with Avaya Aura: the world’s most robust and reliable contact centre solution. Rather than replacing it, ICX unites with Avaya Aura Contact Centre Elite and Experience Portal (IVR) to give your contact centre true omnichannel capability - while retaining all the functionality and reliability that Avaya provides.

  • Unified Agent
  • Salesforce
  • Microsoft Dynamics
VOICE INTERACTION MANAGEMENT

Voice interactions are still the No. 1 communication channel in customer service and ICX enhances your Avaya telephony system so that each and every caller receives seamless, personalized service. By adding virtual agents to Avaya Contact Centre Elite, or interfacing with Avaya Aura Experience Portal, ICX enables customer profile data and historical contact information to be used so that customers are always routed to the most suitable agent for their needs.

Give your callers seamless, personalized service
Omnichannel interaction that ensures the right resources at the right time
OMNICHANNEL INTERACTION

With ICX, your customers can engage with your organization via the web, phone, email, SMS, chat, fax, or even social media networks. But what sets ICX apart is its ability to use these interaction histories - across any channel - and combine them with CRM or customer database information to ensure that every interaction is assigned to the most appropriate contact centre agent – or even to the same agent with whom the customer last had contact.

CALLBACK

It’s no secret that consumers hate waiting, so ICX Multichannel Callback gives organizations the ability to offer their customers a choice of callback options. Whether they’re holding in a voice queue, requesting assistance from your website, using your mobile phone app, texting, or visiting your corporate social network pages, customers can be offered the convenience of an immediate or scheduled callback.

A callback solution brings significant benefits - for you and your customers: abandoned calls are reduced, agents spend less time on the phone, and peaks can be better managed with lower staffing costs. But best of all - customer satisfaction and loyalty is increased immeasurably, as callers no longer have the frustration of waiting in a queue.

Impress your customers with the joy of callback
Keeping online productivity to a maximum has never been easier
SINGLE AGENT DESKTOP

ICX intuitive single agent desktop interface lets employees manage numerous interactions simultaneously – so that keeping online productivity to a maximum has never been easier. Multiple emails and live chat sessions can, for instance, be accepted whilst an Agent is on a call, and customer posts to your corporate Facebook and Twitter pages can be monitored and responded to more quickly, and more consistently.

Even when several queries are raised at one interaction, on any channel, ICX user-friendly agent interface enables multiple subject matter experts to work together to provide a single comprehensive response.

REAL-TIME CONTEXT

Delivering fast, high quality, contextually relevant responses to your customers is no longer an option: it’s an imperative, and ICX allows your contact centre agents to do just that!

ICX ThinConnect automatically tracks every customer interaction across any channel, enabling agents to access real-time and historical context - simply at the click of a button. Irrespective of the communication channel used, ICX ThinConnect accesses and organizes up-to-the-minute customer information seamlessly into a single agent desktop interface; and with a unified view of customer information at their fingertips, agents are empowered to deliver unbeatable cross-channel customer experience reliably and consistently.

Add context to the customer experience & make personalization a priority
One-click access for multiple applications
SINGLE SIGN-ON AUTHENTICATION

ICX facilitates rapid access to multiple applications within the enterprise by allowing users to log-in only once, without the need to re-enter additional log-in credentials each time a different application is required. Users are able to access their data and resources quickly and easily, allowing for greater productivity.

CUSTOMER SURVEY

Gathering customer insight into your products and services is an essential business process, but obtaining immediate feedback, and reacting to that feedback, is a service differentiator. ICX can capture customer feedback the moment a customer hangs up the call by sending out a simple text survey message. Responses are stored with the call and agent data, providing real-time insight into contact centre and agent performance.

Change the game with real-time customer feedback
Proactive communication for a multi-channel environment
MULTICHANNEL OUTBOUND

When done correctly, contacting your customers proactively can increase loyalty and drive up revenue, but this necessitates maintaining a fine balance between handling inbound calls and making outbound calls. ICX solves this problem by using email, SMS and outbound voice messages for automated reminders, updates and security checks, with the option to be contacted by an agent using callback. Outbound agent campaigns can also be created for dedicated outbound agents or blended with inbound calls and callback requests.

SUPERVISOR CONTROL

With features such as real-time queue dashboard, channel and skill assignment, channel blending, live chat monitoring, barge-in, and threshold based alerts, ICX makes it easy to monitor contact centre operations: both quality and productivity. Supervisors can, for example, look ahead at queues and override the automatic work distribution algorithms to manually assign interactions to specific agents. Managers can also barge-in to an interaction to provide real-time coaching to help agents provide a better, faster service for their customers or set up rules for emails to be reviewed prior sending to increase quality and enforce compliance.

Keeping the balance for operational excellence
SALESFORCE DRIVEN CONTACT CENTRE

ICX adds Avaya Aura Contact Centre Elite plus omnichannel communication to Salesforce so that all customer interactions – including those via calls - receive seamless, personalized service. ICX combines the customer information contained within Salesforce with the interaction histories in ICX to ensure that each and every customer is assigned to the most appropriate contact centre agent or even to the last agent the customer spoke to.

Add omnichannel contact centre directly into your Salesforce CRM system
Manage calls, email, chat, SMS & social media interaction from just one screen
Single Salesforce Agent Desktop

Managing customer interactions has never been easier! ICX adds Avaya Aura with omnichannel functionality to the Salesforce browser so that contact centre Agents can effortlessly manage calls, email, chat, fax, SMS and social media from a single application. Better still, employees can manage numerous interactions simultaneously, and all from within Salesforce itself. Multiple emails and live chat sessions can, for instance, be accepted whilst an Agent is on a call, and customer posts to your corporate Facebook and Twitter pages can be monitored and responded to more quickly, and more consistently.

Avaya Voice Interaction Management

Voice interactions are still the No. 1 communication channel in customer service and ICX enhances your Avaya telephony system so that each and every caller receives seamless, personalized service whilst still using Avaya Contact Center Elite to reliably route calls. By adding virtual agents to Avaya Contact Centre Elite, or interfacing with Avaya Aura Experience Portal, ICX combines Salesforce information about the customer with historical contact information to route customer calls to the most suitable agent for their needs or even the last agent that the customer spoke to.

Give your callers seamless, personalized service
Omnichannel interaction that ensures the right resources at the right time
Omnichannel Interaction

With ICX, your customers can engage with your organization via the web, phone, email, SMS, chat, fax, or even social media networks. But what sets ICX apart is its ability to use these interaction histories - across any channel - and combine them with Salesforce information to ensure that every interaction is assigned to the most appropriate contact centre agent – or even to the same agent with whom the customer last had contact.

Click-To-Dial Within Salesforce

Besides the outbound functionality provided by ICX, employees have the added benefit of being able to simply click on any telephone number within Salesforce to make a customer call. Click-to-dial capability not only makes it easy for your agents to initiate outbound calls, but shaves seconds off call handling times.

Making it simple for agents to call Customers
Access multiple resources rapidly, with just one click
Single Sign-On from Within Salesforce

By adding a single login to ICX and Avaya Aura Contact Centre Elite from within the Salesforce browser, ICX ensures that users are able to access resources quickly and easily, allowing for greater productivity.

A Single Consolidated View of Your Customers

Since each agent interaction is added as an activity within Salesforce, irrespective of the communication channel used, ICX makes sure that Salesforce maintains a complete view of the customer. With up-to-the-minute customer information seamlessly presented in the Salesforce browser, ICX ensures that agents have all they need at their fingertips to deliver unbeatable cross-channel customer experience reliably and consistently.

Up-to-the-minute customer information presented in your Salesforce browser
Impress your customers with the joy of callback
CallBack

It’s no secret that consumers hate waiting, so ICX Multichannel Callback gives organizations the ability to offer their customers a choice of callback options. Whether they’re holding in a voice queue, requesting assistance from your website, using your mobile phone app, texting, or visiting your corporate social network pages, customers can be offered the convenience of an immediate or scheduled callback.

A callback solution brings significant benefits for you and your customers: abandoned calls are reduced, agents spend less time on the phone, and peaks can be better managed with lower staffing costs. But best of all - customer satisfaction and loyalty is increased immeasurably, as callers no longer have the frustration of waiting in a queue.

Customer Survey

Gathering customer insight into your products and services is an essential business process, but obtaining immediate feedback, and reacting to that feedback, is a service differentiator.

ICX can capture customer feedback the moment a customer hangs up the call by sending out a simple text survey message. Responses are stored with the call and agent data, providing real-time insight into contact centre and agent performance.

Change the game with real-time customer feedback
Proactive communication for a multi-channel environment
Multichannel Outbound

When done correctly, contacting your customers proactively can increase loyalty and drive up revenue, but this necessitates maintaining a fine balance between handling inbound calls and making outbound calls.

ICX solves this problem by using email, SMS and outbound voice messages for automated reminders, updates and security checks, with the option to be contacted by an agent using callback. Outbound agent campaigns can also be created for dedicated outbound agents or blended with inbound calls and callback requests.

Supervisor Control

With features such as real-time queue dashboard, channel and skill assignment, channel blending, live chat monitoring, barge-in, and threshold based alerts, ICX makes it easy to monitor contact centre operations: both quality and productivity. Supervisors can, for example, look ahead at queues and override the automatic work distribution algorithms to manually assign interactions to specific agents. Managers can also barge-in to an interaction to provide real-time coaching to help agents provide a better, faster service for their customers or set up rules for emails to be reviewed prior sending to increase quality and enforce compliance.

Keeping the balance for operational excellence
Microsoft Dynamics Driven Contact Centre

ICX adds Avaya Aura Contact Centre Elite plus omnichannel communication to Microsoft Dynamics so that all customer interactions – including those via calls - receive seamless, personalized service. ICX combines the customer information contained within Microsoft Dynamics with the interaction histories in ICX to ensure that each and every customer is assigned to the most appropriate contact centre agent: even to the same agent with whom the customer last had contact.

Add omnichannel contact centre directly into your Microsoft Dynamics CRM system
Manage calls, email, chat, fax, SMS & social media from just one screen
Single Microsoft Dynamics Agent Desktop

Managing customer interactions has never been easier! ICX adds Avaya Aura with omnichannel functionality to the Microsoft Dynamics browser so that contact centre Agents can effortlessly manage calls, email, chat, fax, SMS and social media from a single screen. Better still, employees can manage numerous interactions simultaneously, all from within Microsoft Dynamics. Multiple emails and live chat sessions can, for instance, be accepted whilst an Agent is on a call, and customer posts to your corporate Facebook and Twitter pages can be monitored and responded to more quickly, and more consistently.

Avaya Voice Interaction Management

Voice interactions are still the No. 1 communication channel in customer service and ICX enhances your Avaya telephony system so that each and every caller receives seamless, personalized service whilst still using Avaya Contact Center Elite to reliably route calls. By adding virtual agents to Avaya Contact Centre Elite, or interfacing with Avaya Aura Experience Portal, ICX combines Microsoft Dynamics information about the customer with historical contact information to route customer calls to the most suitable agent for their needs or even the last agent that the customer spoke to.

Give your callers seamless, personalized service
Omnichannel interaction that ensures the right resources at the right time
Omnichannel Interaction

With ICX, your customers can engage with your organization via the web, phone, email, SMS, chat, fax, or even social media networks. But what sets ICX apart is its ability to use these interaction histories - across any channel - and combine them with Microsoft Dynamics information to ensure that every interaction is assigned to the most appropriate contact centre agent – or even to the same agent with whom the customer last had contact.

Click-To-Dial Within Microsoft Dynamics

Besides to the outbound functionality provided by ICX, employees have the added benefit of being able to simply click on any telephone number within Microsoft Dynamics to make a customer call. Click-to-dial capability not only makes it easy for your agents to initiate outbound calls, but shaves seconds off call handling times.

Making it simple for agents to call Customers
Access multiple resources rapidly, with just one click
Single Sign-On From Within Microsoft Dynamics

By adding a single login to ICX and Avaya Aura Contact Centre Elite from within the Microsoft Dynamics browser, ICX ensures that users are able to access multiple resources quickly and easily, allowing for greater productivity.

A Single Consolidated View of Your Customers

Since each agent interaction is added as an activity within Microsoft Dynamics, irrespective of the communication channel used, ICX makes sure that Microsoft Dynamics maintains a complete view of the customer. With up-to-the-minute customer information seamlessly presented in the Microsoft Dynamics browser, ICX ensures that agents have all they need at their fingertips to deliver unbeatable cross-channel customer experience reliably and consistently

Up-to-the-minute customer information presented in your MS Dynamics browser
Impress your customers with the joy of callback
Callback

It’s no secret that consumers hate waiting, so ICX Multichannel Callback gives organizations the ability to offer their customers a choice of callback options. Whether they’re holding in a voice queue, requesting assistance from your website, using your mobile phone app, texting, or visiting your corporate social network pages, customers can be offered the convenience of an immediate or scheduled callback.

A callback solution brings significant benefits for you and your customers: abandoned calls are reduced, agents spend less time on the phone, and peaks can be better managed with lower staffing costs. But best of all - customer satisfaction and loyalty is increased immeasurably, as callers no longer have the frustration of waiting in a queue.

Customer Survey

Gathering customer insight into your products and services is an essential business process, but obtaining immediate feedback, and reacting to that feedback, is a service differentiator. ICX can capture customer feedback the moment a customer hangs up the call by sending out a simple text survey message. Responses are stored with the call and agent data, providing real-time insight into contact centre and agent performance.

Change the game with real-time customer feedback
Proactive communication for a multi-channel environment
Multichannel Outbound

When done correctly, contacting your customers proactively can increase loyalty and drive up revenue, but this necessitates maintaining a fine balance between handling inbound calls and making outbound calls. ICX solves this problem by using email, SMS and outbound voice messages for automated reminders, updates and security checks, with the option to be contacted by an agent using callback. Outbound agent campaigns can also be created for dedicated outbound agents or blended with inbound calls and callback requests.

Supervisor Control

With features such as real-time queue dashboard, channel and skill assignment, channel blending, live chat monitoring, barge-in, and threshold based alerts, ICX makes it easy to monitor contact centre operations: both quality and productivity. Supervisors can, for example, look ahead at queues and override the automatic work distribution algorithms to manually assign interactions to specific agents. Managers can also barge-in to an interaction to provide real-time coaching to help agents provide a better, faster service for their customers or set up rules for emails to be reviewed prior sending to increase quality and enforce compliance.

Keeping the balance for operational excellence
HIGHLIGHTS

Omnichannel Capabilities for Avaya Aura

Voice Interaction Management

Offers Immediate or Scheduled Call-Back Options

Intuitive Single Agent Desktop

Real-Time & Historical Context Across All Channels

Proactive Communication for Multichannel Environments

Captures Real-Time Customer Feedback

Superior Supervisor Control

SCREENSHOTS

REQUEST DEMO

MORE INFORMATION
GET IN TOUCH

Got questions? Need more information? Let us know – we’re here to help:

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uk@geomant.com

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GEOMANT AUSTRIA

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