Engagement

Building winning customer engagements by automating procedures and processes and streamlining multilingual communications.

"I want my customers to talk about VW's customer service during Friday night dinners"

Building an exceptional customer experience is what we do. This is why VW's customer service manager chose CEMax.

Create a High-Impact Customer Experience Strategy

CEMax CEM is a premium customer engagement platform providing organizations with cutting-edge technology, promoting the customer conversation to a whole new level.

Build Winning Customer Engagements

With 20 years of technological breakthroughs and project methodology, CEMax is the best customer engagement platform. Here are some ways we can partner with you and build memorable customer engagements:

Communicate with customers throughout their journey across all media types and devices. Support multilingual communications, cross channel, and real-time customer interactions.
Have a razor-sharp customer experience by routing every interaction to the right-skilled team or virtual AI agents supporting cognitive and collaborative contact center.
Empower agents with advanced tools to impress customers during engagement for fast and precise customer resolution, boosting customer loyalty and confidence.
Automate procedures and processes for consistent customer service across channels and internal monitoring.
A modular and scalable solution with constant updates makes sure you are always providing the best experience to your customers and ahead of competitors.

OMNICHANNEL AND MULTILINGUAL

Enable your customers to connect any time, in any language, on any device using their favorite app. Smart routing engine will make sure the interaction is routed to a skilled agent and resolved automatically by an AI agent. Support multilingual UI for both customers and agents with online translation when needed.

EMPOWER AGENT PRODUCTIVITY

An agent’s time is valuable. CEMax CEM “Action Center” has proven to be a productivity booster. The agent gets powerful instructions on the next necessary action and a clear view of all customer interactions in all channels. Other productivity tools make sure the agent has all the needed tools and information to provide an exceptional customer experience.

COGNITIVE CONTACT CENTER

Collaboration has never been more powerful as human agents work alongside AI agents. Leverage AI agents to fully resolve customer interactions or collect information before routing to an agent. AI agents can also help finalize a customer case and free other agents to talk to the next customer.

EMPOWERING CUSTOMERS

Give your customers the freedom and full control to decide how, when, and where to connect. A self-service personalized hub provides customers access to information and the status of their cases. Customers can submit forms, which will be processed by an automated workflow. Customers can also ask questions and interact with a virtual AI agent.

"Success Leaves Clues"

For a top athlete to win, it’s not enough to be good at a specific sport. You need to take care of your body, maintain proper nutrition, sleep, recover, train well, and, of course, have a good coach. This is the philosophy we use when thinking about our customers. Providing you all the tools to be a winner is a must. We think about everything you need to fulfill your potential in winning your customers’ hearts.

Contact CEMax and let us show you how we think, our technology, and our understanding to provide you the best technology and support services for a long-term partnership.

Customer Engagement R.O.I

There are many metrics involving customer engagement ROI. The following data is a fraction from large datasets. Please contact us for detailed information matched to your vertical.

35% reduction in costs for serving customers

Costs Reduction 35%

Increase of 62% in resolved cases on first contact

First Contact Resolution 62%

60% increase in satisfaction score

Customer Satisfaction 60%

The CEMax Difference

Take customer endgagement to new capabilities with CEMax CEM Suite

Improve efficiency by seamlessly transitioning between channels; i.e. route voice calls to WhatsApp or chat and have the chatbot transfer sessions to a live agent.
Improve customer experience. Have an agent send a digital form to a customer for order approval and a signature during a chat conversation. during a chat conversation
Empower agents with central knowledge management. Share information while engaging with customers through conversations, chats, and cases.
Support cognitive customer engagement where agents work with AI.
No integration required. Send a survey after a chat or ask for feedback after a phone conversation or resolving a customer case.
Easy two-way transition between the AI chatbot and live agents using the self-service module.