Unveiling CXi Switch: Powering Instant Conversations Across the Customer Lifecycle

What was once our long-standing aspiration – creating a unified platform to fulfill every business communication need – has now become a reality.?

Through a series of innovations, we have built oneCXi – a coming together of multiple capabilities to solve the complex web of CX challenges.?

In this article, we explore how CXi Switch – the routing engine at the core of the oneCXi platform - helps businesses power instant voice and digital conversations with customers over the internet.?

The Need for Instant Communication in the Digital Era?

66% of the global population is connected digitally, with daily mobile app usage exceeding 16 billion hours. However, enterprises still struggle with effective customer engagement.??

Traditional telecom channels still handle 75% of interactions, causing delays and loss of context. Tighter regulations and rising spam complaints further add to the friction in customer journeys, leading to missed business opportunities.?

When customers or prospects show high intent to connect with a business through its app or website, they are often directed to call the contact center or fill out a callback request form.?

So, why entirely depend on traditional telecom channels when internet-based communication offers a better way? Why not give customers what they want - the ability to connect instantly with businesses, right where they are???

This is why we created CXi Switch, a first-of-its-kind solution that is set to transform how businesses communicate with their customers.?

What is CXi Switch??

CXi Switch is a simple conversational solution that enables instant one-click communication between businesses and customers over the internet. The plug-and-play widget seamlessly integrates with apps, websites, online ads, newsletters, in-store displays, digital kiosks, and other touchpoints, enabling hassle-free voice and digital conversations.??

Using internet-based communication, CXi Switch gives businesses full control over customer conversations, creating a seamless journey across the customer lifecycle.?

Engage, Convert & Retain: Take Complete Control of Customer Communication?

CXi Switch enables businesses to effectively manage their customer conversations—from initial marketing touchpoints and sales interactions to ongoing service delivery. Through instant connectivity and actionable insights, organizations can boost engagement, accelerate conversions, and build customer loyalty.?

• 5X Higher Brand Engagement?

CXi Switch helps you drive more conversations by enabling customers to reach you instantly. With reduced friction across all touchpoints, every interaction transforms into a meaningful engagement, boosting your brand’s visibility and customer connection.??

• 4X Higher Conversions?

By equipping your sales teams with the tools to engage customers when interest is at its peak, CXi Switch enables personalized, contextual conversations. This results in more meaningful exchanges, driving higher conversion rates and sales.?

• 3X Increase in Lifetime Value?

With instant connectivity, CXi Switch resolves issues faster, enhancing customer satisfaction (CSAT) and elevating support interactions. This leads to increased customer retention and a significant rise in lifetime value, ensuring that every customer relationship grows stronger over time.?

Key Capabilities of CXi Switch?

CXi Switch offers a powerful suite of capabilities designed to drive instant, seamless conversations, and enhance customer experiences.?

• One-Click Conversations: Enables instant voice and digital interactions across all touchpoints, driving seamless engagement.?

• oneCXi Platform Advantage: Enhances interaction experiences with self-service features such as bots, visual IVR, and routing conversations to the right teams, instantly.?

• Omnichannel+ Engagement: Enables seamless exchange of messages, links & documents during voice calls to enhance sales and customer service.?

• Conversational Intelligence: Improves customer experience and business performance with real-time insights from billions of conversations.?

• Seamless Integration: Connects easily with any third-party platform through IP protocols and enables secure data exchange.?

Use Cases: The Art of Possible?

CXi Switch can help businesses across industries deliver value to customers and drive impactful outcomes.??

Retail, eCommerce & D2C?

• Reduce cart abandonment?

• Minimize delivery failures?

• Seamless product returns??

Banking, Financial Services & Insurance?

• Instant loan & KYC support?

• Faster claim settlements?

• Real-time investment assistance?

Healthcare?

• Enhance patient engagement & experience?

• Seamless telehealth services?

• Streamline diagnostic tests?

Consumer Services?

• Real-time order visibility?

• Virtual inspections?

• Coordination with partners (ride-hailing, home services, etc.)?

Business Impact of CXi Switch?

CXi Switch helps businesses turn conversations into valuable opportunities for growth and deeper customer relationships. Businesses can achieve:??

• 4X increase in lead conversion with instant conversations & targeted outbound based on drop-off points in the customer journey.?

• 3X higher customer LTV with a superior brand experience, driving higher conversions & retention.?

• 25% improved product stickiness through greater engagement, leading to more conversations & transactions.?

• 50+% improved operational metrics due to higher agent productivity and a reduction in call abandonment rates.??

• 0% loss of privacy with all conversations & transactions secured within your native digital assets.?

Conclusion?

Customer-centricity lies at the heart of everything we do. With our latest innovation, enterprises can unlock new ways to communicate, elevate brand engagement while empowering their teams to drive higher conversions and retention.??

As the core routing engine of the oneCXi platform, CXi Switch is set to transform how enterprises engage with their customers - powering quick, seamless conversations, providing best-in-class experiences, and turning them into desired business outcomes.?