Handle high-volume care without the tool sprawl
Telecoms and utilities field enormous volumes across walk-in centres, messaging apps, email and web. cxOptima unifies them with AI self-service up front, one agent desktop behind, and service-level policies over everything.
The challenges
What telecom & utilities face
Overwhelming contact volume
Walk-in centres and digital channels flood teams that work in separate systems.
Slow, repetitive queries
Agents answer the same questions that AI self-service could resolve on its own.
Service-level pressure
Care commitments are hard to hold when cases, chats and calls live apart.
Processes that vary by agent
Multi-step requests are handled differently every time, with no orchestration behind them.
How cxOptima helps
The modules that solve it
Activate what you need today and grow into the rest — all on one platform.
Self-Service Portal
Branded portal, AI chatbot, knowledge base, e-forms and feedback.
Omnichannel Engagement
A single-pane agent desktop with a 360° customer view.
Cases & Helpdesk
Ticketed case management with a configurable state machine and audit trail.
SLA Management
Response and resolution policies with escalation and breach tracking.
Case Workflow
A block-based designer that orchestrates multi-step journeys.
Analytics & Reporting
Embedded dashboards across every channel and branch.