Products and Solutions
Cloud Contact Center with built-in AI
Enhance agent productivity and exceed customer expectations with Sangoma CX, an innovative, affordable CCaaS solution for contact centers of any size.
What is Sangoma CX?
Sangoma CX is a cloud-native contact center suite that enables businesses to effortlessly manage inbound interactions across multiple channels, including voice, email, SMS, web chat, and social messaging apps, while allowing agents to handle outbound call campaigns. Equipped with end-to-end encryption, AI automation, and an intuitive user interface, Sangoma CX is designed to streamline critical contact center operations, ensuring high agent productivity levels and an enriched customer experience.
- Dynamic call routing
- IVR builder
- Omnichannel
- Flexible licensing
- Improved queuing
- Agent coaching
- API integrations
- AI automation
- Zero touch desktop
- Real-time metrics
- Satisfaction surveys
- Historical reporting
- Third party integrations
- HIPAA compliant
An all-inclusive, affordable contact center solution
Comprehensive reporting
Detailed reports are available at your fingertips with information on queues, groups, SLAs, customer satisfaction, agent performance, agent activity timeline, custom alerts, and traffic analysis.
True omnichannel
Give your customers freedom to choose their preferred channel by blending voice, email, web chat, WhatsApp and Telegram channels-all while delivering a seamless customer experience.
Dynamic call routing
Quickly direct incoming calls to appropriate agents or departments based on priority, agent skills, and caller preferences, optimizing efficiency through features like prioritized queuing, queue callback, and multiple ring strategies.
Agent audit and guidance
Supervisors or Quality Teams can listen to call recordings, analyze the speech analytics results, and whisper to coach agents and improve their skills– helping agents to deliver the best customer experience.
An affordable, scalable contact center for all
Exceed customer expectations with GenAI
Sangoma CX's AI automation capabilities improve agent response times and promote customer service excellence. Some of our AI integrations* include:
- Chatbots from Google Dialogflow to handle textual channels and provide virtual assistants for agents
- Speech analytics for audio transcription and transcription summaries, providing insights into agent-customer interactions
- Generative AI suggestions for grammar fixes, tone improvements, and modifications to the length of messaging replies
* Overage charges may apply. Google and Open AI services are not covered by the CX subscription fee.
Next level agent productivity
Your operational efficiency and customer satisfaction depends on your agents and the tools you enable them with. Empower your team with streamlined tasks and features such as:
- Advanced quality management tools
- Comprehensive call recordings
- Detailed historical reports
- Efficient callback management
- Personalized agent coaching
- Proactive alerts
- Real-time monitors
- Salesforce CRM integration
- Skill-based routing
