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workforce optimization
My Agent
eXperience - MAX
workforce optimization

A digital-first agent interface that streamlines interaction handling

My Agent eXperience - MAX is a digital-first, omnichannel agent interface designed for the streamlined handling of contact center interactions, regardless of channel. With MAX, your agents will be ready to tackle their roughest days and most complex customer interactions with ease.


Personalize

digital interactions with native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools

Simplify

omnichannel handling with a consolidated interface for 30+ digital channels and voice

Optimize

agent productivity and enable agents to switch and add channels

Empower

agents to personalize interactions with full customer context, conversation history and sentiment across channels

Digital-first contact center agent interface

 
QM

True Digital-first Omnichannel Customer Service

MAX – My Agent eXperience - is a digital-first true omnichannel agent interface that enables agents to handle virtually any interaction channel. It increases agent productivity by enabling agents to concurrently handle multiple interactions in different digital channels with different customers. Elevating contacts by switching or adding interaction channels facilitates first contact resolution and improves customer satisfaction, while increasing the agent’s sense of ownership, for more engaged interaction handling.

  • Optimize customer service with true omnichannel interaction handling
  • Increase agent productivity with an intuitive, unified interface across channels
  • Increase first contact resolution rates and customer satisfaction
  • Improve agent satisfaction
 
QM

Collaboration
among your
team

With integrated presence information, agents can see at a glance who is available for collaboration. Our tools make it easy for even your newest agents to identify and collaborate with subject matter experts; advanced filtering displays the most commonly consulted with resources.

  • Streamline integration with Enterprise UC solutions
  • Simplify transfers, consults, and conferences
  • Easy access to commonly-used transfers
  • Enable better agent self-management
 
QM

Conferences
and transfers

Once your agents have found the best contact, simplified consults, conferences and transfers help make the connection. And our interface is consistent across channels, reducing the time spent searching and clicking.

  • Utilize advanced skills-based data
  • Apply consolidated routing with native support
  • Implement other channels such as fax, paper mail, or video
 
QM

Intelligent
contact
handling

MAX easily accommodates displaying customer data from any source synchronized with each interaction. The data for the screen-pop can originate in a front-end IVR, a database or 3rd party CRM system.

  • Pre-defined routing components
  • Define business rules based on real-time ACD and WFO statistics
  • Activate routing flows in an HTML interface
 
workforce optimization
workforce optimization

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