The Digital Omnichannel Customer Engagement Platform

Presentation Flow

1 Customer Engagement Trends

2 Introduction of CXInfinity

3 CXInfinity Impact

4 Architecture, packages and comparison

5 Company Introduction

The Digital Omnichannel Customer Engagement Platform

01

Customer
Engagement
Trends
The Digital Omnichannel Customer Engagement Platform
 Customer experience is
projected to overtake price
and product as a key
brand differentiator.

Frost & Sullivan

The Digital Omnichannel Customer Engagement Platform

Disconnect in Business and Customers

80% 8%

of Businesses believe that they

of their customers agreed
are delivering superior experience

The Digital Omnichannel Customer Engagement Platform

Messaging is replacing voice calls

2005 2020
Customers primarily Customers primarily
communicate through communicate through
Voice Calls with some messaging and social
messaging media with few
voice calls

The Digital Omnichannel Customer Engagement Platform

Omnichannel Conversations have Evolved

Traditional Omnichannel Approach Current Conversational Approach

The Digital Omnichannel Customer Engagement Platform

Consumers live their lives on messaging

1.5B 1.3B 23B 330M

WhatsApp monthly Facebook Messenger Text messages (SMS) Twitter Monthly
users monthly users sent daily users

The Digital Omnichannel Customer Engagement Platform

People prefer social media and instant messengers for customer care over
other channels

Social Media Phone

Live Chat Email

71% of the companies said the two most important digital transformation strategies are
customer service and digital technology integrations

The Digital Omnichannel Customer Engagement Platform

02

Introduction of
CXInfinity

The Digital Omnichannel Customer Engagement Platform

CXInfinity – end-to-end omnichannel platform
Start Expand Optimize
Voice Integration

Optimize
Facebook WhatsApp InfiBOT Express

Knowledge Base 3rd Party Integrations

1 Live Chat Twitter Text (SMS)

2 Website Self-help
3
Reporting & Analytics

Voice Chat Email Alexa Intelligent Routing

Agent & Supervisor Desktop
Wallboard Monitoring

Co-browse Video Chat Sentiment Analysis

Choose Your Channels Add Productivity Tools Optimize for Your Organization

The Digital Omnichannel Customer Engagement Platform

CXInfinity Advantages

Advanced
End to End Productivity Largest Integration
Turnkey Platform Tools Built-in Library

Multilingual For Small to

Voice / Telephony support to all Enterprise
Integration major languages Customers

The Digital Omnichannel Customer Engagement Platform

Member Journey with CXInfinity

Fragmented channels Seamless Omnichannel Experience

Voice
Voice

Traditional Approach

CXInfinity Approach
Email Mobile &
Webchat

Text (SMS)
Chat

Facebook
Text
Twitter

Facebook Co-Browse*

Voice &
Twitter Video Chat

The Digital Omnichannel Customer Engagement Platform

Webinar Overview

InfiBOT Express
Let BOT handle all L1 requests to
improve human agent productivity
Transform CX Across Channels with
AI powered Chatbots
Seamless human like conversation in
natural language

Just not engage, resolve with contextual

BOT conversation with CRM integration

Monitor each conversation taking important

turn with sentiment analysis & intervene

The Digital Omnichannel Customer Engagement Platform

Webinar Overview

CXInfinity – Voice
Integration
One unified agent desktop to engage
Boost agent performance with one across channels
unified interface for all your channels

Seamless transition between voice

and messaging channels

Unified agent workflow and accessibility of

information for better contextual
conversation

The Digital Omnichannel Customer Engagement Platform

Webinar Overview

CXInfinity – App
Integration
Drive positive interactions with
Craft your unique contact center contextual conversation at all times
experience with CXInfinity’s seamless
3rd party app integration
Improve handling time, respond faster
& instantly take actions right from one
desktop

Increase productivity and improve

customer satisfaction

The Digital Omnichannel Customer Engagement Platform

Desktop interface your agents will love

Case
Management

Knowledge Base

CRM Integration

Omnichannel Interaction History

Active Interactions Feature Rich Interaction Pane
Complete Visitor Profile

The Digital Omnichannel Customer Engagement Platform

Monitoring & control your supervisor will ask for…

Conversation Filters

Realtime Monitoring

Agent KPIs & Achievements

Historic Engagement

Team Stats Active Engagement

The Digital Omnichannel Customer Engagement Platform

 03

CXInfinity
Impact

The Digital Omnichannel Customer Engagement Platform

CXInfinity Drives Compelling Results

34% 2.4x 51%

Improve Customer Increase in cross-sell and Improve Customer

Satisfaction (CSAT) by 34% up- sell revenue by 2.4x Response Time by 51%

20% 9.3x 20%

Improve Customer Contact Improve Agent Utilization Improve Net Promoter Score
Abandonment Rate by 20% Rate by 9.3x (NPS) by 20%

The Digital Omnichannel Customer Engagement Platform

 Everybody wins with conversational care

Customer Win Agents Win Brands Win

Responsive & seamless Consistent and meaningful Lower cost per interactions,
cross-channel interactions and improved higher CSAT for improved
engagement performance KPIs loyalty, more revenue
opportunities with digital
engagement and better ROI
on digital spent

The Digital Omnichannel Customer Engagement Platform

04

Architecture,
packages and
comparison
The Digital Omnichannel Customer Engagement Platform
 WhatsApp Customer Systems Database Server
Configurational
Data

SMS Web Chat Twitter

CXInfinity Server
Customer
Email Facebook History

Cloud / On Routing Presence Reporting

Premise Server Server Server

Knowledge Interaction Case Wallboard

CxI Interaction CxI Base Server Management Server
Client Supervisor
Desktop

CxI Agent Unified Agent

Desktop Desktop Server
Agent System
3rd Party Systems
Finesse InfiBOT
Page

The Digital Omnichannel Customer Engagement Platform

Addons – for flexibility to pay what you use

InfiBOT Video Chat iVision

Express (WebRTC) Wallboard

Voice Chat
Co-Browse
(WebRTC)

The Digital Omnichannel Customer Engagement Platform

Competition Comparison
Social Miner
Webchat, Email, Email, Webchat Email, Webchat, Webchat, Email, Webchat, Email, Webchat, Email,
SMS, Twitter, SMS, Apple Business SMS, Facebook, SMS, Twitter, SMS, Twitter,
WhatsApp, Facebook, Chat™, Facebook Video WhatsApp, WhatsApp,
Channels WebRTC (Voice & Video) Messenger™, Twitter DM, and Facebook, Apple Facebook, WeChat,
push notifications Business Chat, Google RBM, Line
Line, Google Adlingo

On Prem Cloud Installation Cloud, On Prem On-Prem Cloud, On-Prem On-Prem Cloud Cloud

Case Management Built In No Separate No No Built In

Knowledge Base Built In No Separate Yes No Built In

Contact Center Integration UCCE, UCCX, PCCE, UCCE, UCCX, PCCE UCCE, UCCX, PCCE UCCE, UCCX, PCCE No No

Chat Bot Chat Bot No Yes No Yes Yes

Integration 60 + Applications No Standard CRM Standard CRM Standard CRM Standard CRM

Voice & Video Chat Yes No No Video Yes No

Supervisor Desktop Yes No No Yes Yes Yes

CRM Connector Integration Yes No No No No No

Wallboard Monitoring Yes No No No No No

Agent Productivity Tools Advanced No Standard Standard Advanced Advanced

Standalone deployment Yes No Not Sure No Yes Standard

Comparison above is based on publicly available information.

 05

Company
Introduction

The Digital Omnichannel Customer Engagement Platform

 Who are we?
CXInfinity From NovelVox

150+ 98.7% Over 12 Years

Global Installations Retention Ratio of Expertise

Products from NovelVox

CXInfinity Unified Agent Intuitive Wallboards CTI Connectors

Omnichannel Platform Desktop

Customer Logos Library of Integrations

The Digital Omnichannel Customer Engagement Platform

The Digital Omnichannel Customer Engagement Platform