Digital messaging channels

Customers are messaging.
Now you can answer.

Never again let your customers’ voices go unheard.
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Better customer experiences with messaging.

More choices,
happier customers

Offer a broad range of SMS/text, social media platforms, and other digital messaging apps including your custom app to meet customers where they are when they need your help and offer a better experience.

Be social,
be unique

Bring your customer service to life and keep it social. Use rich media, likes, emojis, retweets, buttons, in-app payment and other features that are “social only” to provide a richer customer experience.

All messaging channels, one solution
Use a single solution for all messaging channels with unified routing, handling, reporting and analytics – and one administration, too.
Chat + Social + Talk
It adds up nicely.

You customers are reaching out to you in a variety of social messaging channels. Can you interact with them where they are to keep them loyal – and happy? See how CXone enables your agents to “go social”.

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Chat + Social + Talk
It adds up nicely.

You customers are reaching out to you in a variety of social messaging channels. Can you interact with them where they are to keep them loyal – and happy? See how CXone enables your agents to “go social”.

Watch demo

Messaging is the new normal.

Whether your customers use Facebook, WhatsApp or SMS, make sure you meet them where they are. Add messaging channels quickly and easily, no matter how many agents handle them. With Bring Your Own Channel (BYOC) you can virtually integrate any digital channel - including your custom app or very special platforms (think Kakao for parts of Asia, Untapped to interact with beer lovers or Discord for gamers) Give agents a prioritized digital inbox that was built to optimize handling asynchronous channels and offer cross-channel interaction history, customer sentiment and data to empower agents to make every interaction personal.

The CXone platform adds consolidated routing, reporting and analytics for all messaging channels and streamlines administration with a single interface and cross-channel data ensure holistic insights. Increase CSAT and productivity to reap better business results - support messaging the smart way.
The messaging universe.
Across Social Messaging, Monitoring and SMS / text, there’s a number of distinct channels that customers prefer based on factors like use case, geography, age or simply current preference. Here’s your “at a glance” cheat sheet.
digital channels graphic for cxone
“A key benefit of CXone is that Swedish Rail now has a truly multichannel platform: phone, email, SMS text and social media, including Facebook Messenger, Facebook Wall and Twitter. All of them are routed through CXone, which enables them to report on channel performance individually and collectively.”
Per Valvik
Chief Information Officer Webhelp

Messaging for everyone.

What customers want
Make sure your customers can interact with you in the messaging channels they prefer and use in everyday life.

Know your customers
Give agents immediate access to previous interactions with cross-channel history plus add customer fields for customer data, sentiment and more with the Customer Card.

The big picture
Use CXone to report on and analyze data for any and all digital channels, including social messaging and monitoring, chat, SMS and bots.
You name it
Choose from the biggest selection of natively implemented channels, including social monitoring, social messaging and mobile apps, in the industry. Integrate virtually any digital channel with BOYC (Bring Your Own Channel).
Have it your way
Make handling inbound SMS easy with consistent controls and interfaces and use proactive SMS to get in touch with customers that prefer a digital channel more real-time than email.
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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Digital-first customer service

How to eliminate the traditional barriers to exceptional digital-first customer service and serve your customers in their channel of choice.

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The Digital-first Contact Center

Find data and background, tips and tricks on how to prepare your agents, supervisors and managers for best-in-class digital experiences.

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The New Digital Landscape

Get your bearings in the NEW digital landscape – from web chat and email to social and mobile apps.

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