What’s new in the Khoros platform

The latest from the market’s most advanced digital contact center, online community, social media management, and CX analytics hub.

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“Our agents are involved in innovation at every level, like refining our bot dialogs and enhancing our analytics and KPIs. Empowering them is one of our most important jobs, and our agents love Khoros Care and Community.”
 

— Ruben Lowenstein, Manager for Customer Care, Samsung Benelux

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Your digital contact center will never be the same, and your agents will thank you for it

  • Agent Assist

    AI-powered Agent Assist automatically provides agents with just-in-time solutions based on accepted solutions from your brand community.

  • Zero-training AI

    Intent-based automation that’s easily-configurable to your business — no need for massive data lakes or specialized manpower to launch bots.

  • Synchronous Agent Mode


    This new option helps you balance customer demand for synchronous and asynchronous interactions by automatically prioritizing live chats so agents can quickly serve those customers who are expecting real-time conversations.

  • Cobrowse integration

    With Cobrowse, agents and customers can simultaneously navigate web pages together in real-time, helping agents resolve issues more quickly and efficiently.


  • Voice integration via Amazon Connect

    Now, agents can handle voice interactions in the same platform they use for digital interactions. With voice integration, we’re closing the omnichannel loop.

There’s something new for everyone

From contact center managers to agents, community managers to customer experience leaders, we’ve got you covered in 2022.

CX professionals 

Advocate for your team and empower them to deliver the best care possible by streamlining their work queues and even train new agents in less time.

Contact center managers and agents 

Reach customers on their channel of choice by providing a more seamless experience to your customers with a truly omnichannel solution.

Everyone else 

Watch your brand’s bottom line grow as your customer experience improves and your costs decline. 

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“We reduced from 16 queues to three main queues, and as a result, we were able to structure our working day more efficiently as the CCE’s could focus on one queue each.”

 

— Dearbhaile Culhane, Social Media Team Lead


  • 0%
    increase in public service level
  • 0%
    of customers said they would use social media again for queries
Read their story
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Learn more about previous platform updates

Autumn 2021 Innovation Launch
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We’re here to show how Khoros can help you connect with your customers — on their digital channel of choice.
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