CXone Mpower natively supports a variety of digital channels
Any channel, contact, or skill associated with Digital Experience., like Facebook and WhatsApp. It also supports native integrations with bots (virtual agents A software application that handles customer interactions in place of a live human agent.) like Omilia. The PTSM adds support for channels that CXone Mpower does not natively support. These may be channels that CXone Mpower does not yet support, or perhaps a home-grown solution that your organization built.
The PTSM is a tool that sits between CXone Mpower and the external platform. It allows CXone Mpower and the other platform to communicate back and forth. Typically, building a custom integration with an unsupported channel would require a development effort. The PTSM removes the development effort. The setup becomes a simpler administrative task, almost like a "plug-n-play" integration.
The following are key features of the PTSM:
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Customized Solutioning: Meets your unique business needs such as the addition of specific features.
- Rich Media Support: Unlocks a new dimension of communication with RCS, quick replies, audio messages, video messages, images, and more.
- Geographically Tailored Proximity Deployments: Reduces latency, ensures compliance, and increases reliability by using geographically strategic locations and distributing services across regions.
If you're familiar with digital BYOC integrations, the PTSM is the middleware for BYOC.