Supporting all Languages and Time Zones

CEMax v10 Architecture supports a 100% multilingual based dictionary. Agents can engage with customers in different languages and time zones.

• The architecture supports language specific interfaces to both users and customers. Languages with RTL are also supported.
• Chat with customers, receive and respond to emails, build chatbots, surveys and forms in one unified platform.

CEMax’s platform enables the delivery of a consistent experience across all channels and languages.

Support all Channels and Devices

Communicate with customers across all media types and devices. Support multilingual communications and cross channel customer interactions.

CEMax routing and session manager will make sure every interaction is routed to a skilled agent or a chatbot. Routing can change based on skills needed, agent load and time. AI Bot can answer emails, chat with customers and alert agents when needed.

Built-in plugins and available API enables seamless integration with any existing and future channel. Using the API’s SDK CEMax can be integrated with an existing legacy application or infrastructure, providing chat and other service capabilities.

CEMax CHAT is a powerhouse commination tool which goes beyond a traditional chat solution

CEMax Chat is another example of challenge everything in customer engagement. Chat is not limited to traditional chat but incorporates conversations like Smart number© i.e. text and WhatsApp but also social media and emails. An agent can open a case during or after a chat session and select a workflow for further customer case resolution.

CEMax Chat services empower the agent with all the tools and information needed to provide the best customer experience. As an example: when a customer reaches out with a chat conversation the agent will know exactly which order the customer is referring to before that chat session has started.

CEMax’s virtual agent takes on everything from basic script chats to deep machine learning talks

Having the Right Procedure for Every Interaction

Key Values:

Efficient and productive: Central portal for tasks, incoming emails / messages and instruction for the next action required.

Automatically build processes and procedures, SLA, create and send correspondence.

Monitor tasks for meeting their deadline, send reminders and escalate when needed.

Customizable workflow engine

Track regulation standards

For example:

A customer sends an email about a problem with his mortgage. A dedicated workflow is executed. The customer will receive an acknowledgment email. An email/task will be sent to customer’s branch asking for a response. Depending on the branch response the workflow will decide the next resolution step.

Enhance Information Exchange and Document Creation

Empower Your Customers with digital forms and promote self-service channels

Empower customers to submit forms electronically, on any device. Streamline form submission internal processes with case management and workflow.

Supporting simple, complex and PDF forms, electronic and digital signatures, and a dedicated workflow procedure will make sure every form submission will be processed and monitored.

“listen” to the customer via any channel and make sure the “customer voice” gets heard

CEMax Survey can be used after a chat session is ended, a case is resolved, a customer is visiting the website or send a survey via our open API .i.e. an order has been delivered.

When working within the CEMax ecosystem everything is connected. Survey result will reflect a journey or an interaction.

Act immediately with chat or open a case with a dedicated workflow when a bad graded survey is submitted. Don’t let the survey be just a statistic in a report.

With a drag & drop designer, create any type of survey you want. Use our question bank or add your own. Anything is possible.

Build fully customizable online surveys. Integrate surveys into chat, cases, websites and have a 360⁰ view of all customer interactions

Making sure you have all the information you need

Decision making is an important part of a real time, adaptive enterprise that can react quickly to changes in the environment. CEMax reporting tools makes sure every decision maker will have on-line “See and Understand” reports.