Sangoma CX, the Cloud-based Contact Center Solution, Unveils New WebChat Channel Support for Improved Customer Interaction

MARKHAM, ON, April 4, 2023

Sangoma CX, formerly Sangoma Contact Center, is now equipped with webchat support. This new functionality enhances customer experience (CX) by enabling an agent to chat with a customer within the Sangoma CX interface. The functionality includes:

Omnichannel: Our new omnichannel webchat is a powerful tool that will help users easily manage their customer requests and provide consistency across channels, so customers perceive a seamless experience. Agents can blend between Calls and WebChat interactions- increasing agent productivity while reducing waiting times.

Updated Reporting: The new reporting provides agents with more options to keep track of and measure the success of their webchat usage, which allows organizations to understand their customer's needs and preferences better and identify what needs to be improved to increase customer satisfaction and agent productivity.

"Sangoma's CX is an excellent contact center solution, it is intuitive, highly adaptive, and extremely reliable.  Our clients are very happy with its rich set of features, ease of use, and feel they gain valuable insight through the robust reporting it offers in both real-time and historical data," said Jennifer Danis, Unified Communications Manager at Thrive Networks.

"We are confident that these new features will improve the user experience and help users achieve their goals easily. Our team has worked hard to ensure that these features will help transform our customers' businesses cost-effectively, provide a richer contact center experience, reduce churn, and boost customer loyalty," said Jim Machi, Chief Product, and Marketing Officer at Sangoma.