XO Launches Contact Center Platform

XO Communications has launched cloud-based contact center service that supports multimodal communications ranging from traditional phone calls to Web chats, text messages and social media channels.

The platform also integrates with leading CRM systems such as Salesforce.com, and is available on the private and dedicated XO MPLS IP-VPN network.

“A cloud-based solution allows businesses to stay up to date on the latest contact center features, while improving the overall customer experience,” said Jake Heinz, senior vice president of marketing and product at XO. “The increased number of first call resolutions and reduced hold times is valuable to companies that want to improve contact center productivity and will reduce churn.”

“XO is in the right place at the right time because the cloud contact center market is growing every day,” said Bill Haskins, senior analyst and partner at Wainhouse Research. “XO is moving in the right direction by adding XO Contact Center Services to their unified communications portfolio. This solution stands to meet their customers’ increasing demand for a flexible, cloud based, customer engagement center.”