XO Communications Introduces Advanced Cloud-Based Contact Center Service Platform

HERNDON, Va. – May 9, 2016 – XO Communications (XO) launched a new, advanced cloud-based contact center service that improves the experience that businesses can deliver to their customers.  XO Contact Center Services helps businesses by providing multiple methods for their customers to engage with a contact center ranging from traditional phone calls to web chats, text messages and social media channels.

The new platform, which integrates with leading CRM systems such as Salesforce.com, also enables customers to connect quickly with the most qualified agent who can address their specific needs.  In addition, companies have a variety of ways with which to manage calls so customers are appropriately engaged while waiting to connect to the right representative.  Businesses benefit from the new platform by being able to increase the number of first call resolutions and overall agent productivity, while optimizing costs and reducing customer churn.

XO Contact Center Service is available on the private and dedicated XO MPLS IP-VPN network that provides businesses with the security, performance, and reliability they need to protect their customer’s information and keep their call center operating efficiently.

“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 Communications.  “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.” 

Salesforce is a trademark of salesforce.com and XO Communications is not affiliated, sponsored, authorized or otherwise associated by/with salesforce.com.

About XO Communications

XO Communications provides the technology that helps business and wholesale customers compete in a hyper-connected economy. In the U.S., XO owns and operates one of the largest IP and Ethernet networks that customers rely on for private data networking, cloud connectivity, unified communications and voice, Internet access, and managed services. To learn more about XO Communications, visit www.xo.com or our blog. XO Communications is also on Twitter and LinkedIn.