ConnectPath CX Reviews & Product Details

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ConnectPath CX is a next-generation Contact Center as a Service platform developed by CloudHesive, leveraging Amazon Connect and other AWS services. It offers a comprehensive, cost-effective, and scalable solution that enhances traditional contact center capabilities. With a full-featured agent and supervisor dashboard, ConnectPath CX provides an agile, low-code/no-code deployment that can be implemented globally within minutes. Its pay-per-use pricing model ensures affordability without compromising on functionality. Key Features and Functionality: - Omnichannel Support: Ensures visibility into all customer interactions across various channels, including voice, chat, email, and social media. - Advanced Management Tools: Offers real-time monitoring of agent and queue performance, silent monitoring/coaching, activity filtering, recordings, broadcast announcements, and flexible permissions. - Team Collaboration: Facilitates agent collaboration through features like real-time presence indicators and click-to-chat or voice calls. - Built-In Integrations: Provides robust pre-built integrations with leading CRM solutions such as Salesforce, Microsoft Dynamics, Zendesk, and Epic. - Enhanced Agent Productivity: Features an integrated quick dialer, real-time team presence, and click-to-callback functionalities to streamline workloads. - Comprehensive Reporting: Delivers real-time reports with key performance indicators for effective contact center management. - AI-Driven Automation: Integrates with Teneo.ai to automate 100% of Level 1 and 50% of Level 2 customer inquiries, achieving up to 30% cost reduction and 99% accuracy in customer intent recognition. - CRM Integration: Seamlessly integrates with Salesforce, enabling features like CTI flows for common events, presence synchronization, and click-to-dial, enhancing agent efficiency and customer experience. Primary Value and Solutions Provided: ConnectPath CX addresses the challenges of modern contact centers by offering a scalable, feature-rich platform that enhances customer interactions and operational efficiency. Its omnichannel support ensures consistent and seamless communication across various platforms, improving customer satisfaction. The integration of AI-driven automation reduces operational costs and allows agents to focus on complex tasks, thereby increasing productivity. Furthermore, its built-in CRM integrations streamline workflows, reducing the need for manual data entry and minimizing errors. Overall, ConnectPath CX empowers organizations to deliver exceptional customer experiences while optimizing contact center operations.