CXone MpowerDigital Experience allows you to add digital
Any channel, contact, or skill associated with Digital Experience. communication channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. to CXone Mpower and manage them as you would other channels in your contact center. Digital channels include:
- Social channels like Facebook, X (formerly known as Twitter), and LinkedIn.
- Messaging channels like WhatsApp, X DM, and Facebook Messenger.
- Chat, SMS (text) messaging, and email.
Agents can use the Agent Suite, MAX, or Salesforce Agent Lightning to handle digital interactions. Using the Agent Suite is recommended. You can have agents handle only digital interactions, or both digital and voice interactions.
A comprehensive product training video is also available for those who are new to Digital Experience.
The Jungle, a subsidiary of Classics Inc., uses a variety of methods to communicate with customers. In addition to using traditional contact center channels like inbound phone, chat, and email, Jungle team members also:
- Have heavy social media interaction with their customers using Facebook, Instagram, and X.
- Have direct conversations with their customers using messaging apps like WhatsApp and Facebook Messenger.
- Regularly post video content to YouTube and engage with users about the videos.
- Post job openings on LinkedIn.
By using CXone Mpower with Digital Experience, The Jungle is able to effectively manage all of their communication channels, and monitor their competition, in a unified manner.
Set Up Digital Experience
To get started with Digital Experience, you need to complete these steps. You must have a minimum of one channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. and one digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. that's configured to route to an agent who is configured for Digital Engagement.
- Add channels (such as chat, email, Facebook, or X). The requirements and setup process varies for each channel.
- Configure the role and routing settings for your channels.
- Configure general system settings.
- Enable users as digital agents with the Digital Engagement attribute in their CXone Mpower employee profile, assign roles to them, and add them to digital skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
- If your agents will use the Salesforce Agent Lightning with Digital Experience, you need to map contact details between Salesforce and Digital Experience.