Contact Center on Demand (CCOD)

  • Easily Align Contact Center Resources with Customer Demand

    When you’re ready to manage your contact center infrastructure and improve customer satisfaction without incurring the up-front expenses inherent in establishing traditional contact or call centers, choose XO Contact Center on Demand. A comprehensive, cloud-based solution, Contact Center on Demand gives you the flexibility to respond to changes in customer demand and correspondence volume with a future-proof solution.

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  • Contact Center on Demand Benefits

    • Multi-Channel:  Your customers contact you using their preferred channel; be it via phone call, web chat, email and/or social media
    • Reduce Costs:  Minimize upfront capital costs and reduce ongoing operational costs
    • Deploy Immediately:  Set up a fully operational global contact center in a matter of days
    • Unparalleled Scalability:  Easily scale infrastructure to mirror your call volume
    • Fast Integration:  Open, service-oriented architecture makes it easy to integrate your existing applications
    • Secure and Reliable: Highly secure and always available
    • Monitoring and Reporting:  Get updated analytics on contact center processes, campaign results, agent performance and more
    • A Low-Risk, Future-Proof Contact Center:   Experience the advanced capabilities of a cloud-based solution - without high initial costs or upgrades
    • Multi-Location Agent Support:  Track/manage agent activity whether they're on site, in their home office, or working at an off-shore location
    • Customizable dashboards:   Provide standard, advanced and customizable metrics

    Contact Center on Demand Specifications

    • Business Intelligence and ad-hoc reporting tools
    • Call Visualizer shows a graphical view of a single cal
    • Call info is delivered via a standard web browser-no complex software installations necessary
    • Open technology design meets or exceeds industry standards
    • Easy customer integrations via available REST APIs
    • Systems and applications: Roles-based permissibility and data encryptio
    • Screen and voice recording, including 256-bit ES encrypted call recordings
    • PCI, HIPAA, SOX 404 and SAS-70 Type 2 Compliant
    • Support for voice, email, chat and social media engagement channels
    • Skills-based routing and queuing
    • Browser-based agents and administrators
    • Agents may be SIP or TDM
    • Geo-redundant

  • Business Level Routing Control Features

    • True virtualization for barrier-free call routing
    • Respond in real time to changing business conditions
    • Powerful attribute-based routing
    • Eliminate the rigidity of queues and skill groups with the ability to route calls to the best-performing agents
    • Enjoy streamlined workforce management across captive sites, branch offices, remote workers, and home agents

    Call Flow Authoring Features

    • Intuitive call flow interface
    • Create complex call flow in hours, not months
    • Easy to use interface, with no learning curve and minimal training required