What’s New in CXInfinity 2.6.8 Release?

NovelVox is excited to announce the release of CXInfinity 2.6.8, supporting more powerful integrations and visual enhancements to deliver a greater customer experience. From adding another application to CXInfinity’s integration library to improving the UI and extending the messaging experience for non-webchat channels – this release of CXInfinity comes up with a suite of powerful features intended to empower agents and delight customers with MORE!!

Integration with MS Teams

CXInfinity now supports integration with one of the widely-used business communication platforms – MS Teams. This new feature now allows contact center agents to receive interactions from MS Teams on their CXInfinity Agent Workspace just like another digital interaction. On the other hand, it enables customers using MS Teams to connect with contact center agents without leaving their applications, eliminating screen switches and improving the experience for both agents and customers.

CoBrowse & Screenshare for Non-webchat Channels

Both CoBrowse and Screenshare have enabled brands to take their standard web chat experience to the next level. Cobrowse, a powerful screen-control, and annotation tool enable contact center agents to guide customers step by step, while Screenshare encourages customers to share their screens for quick & faster resolutions. With CXInfinity 2.6.8, the personalized messaging experience offered by CoBrowse and Screenshare has been extended to non-webchat channels, including WhatsApp, FaceBook, Twitter, and Instagram. This means customers using WhatsApp or Direct Messaging supported by social channels can also request a CoBrowse or Screenshare session and take advantage of the powerful screen control, annotation, & screen sharing capabilities.

Improved UI of the Chat Widget

The CXInfinity Chat widget has been introduced with a new, improved UI to support newer integrations, features, and enhancements. The chat widget will now have more buttons and features to support integration with MS Teams. For example, while initiating an interaction from MS Teams, the customer will now get an option to “Join with Code” as a standard MS Team interaction feature. Apart from this, more components have been added to improve CXInfinity WebRTC interactions.

Bug Fixes

This release announces the successful closure of more than 10 bugs discovered by the CXInfinty Technical Team. The list includes distorted attachment icons, ‘Internal Service Error’ while using the Date-Time component, intermittent working of the Emoji icon, and more.