About
AI-Driven Customer Connections
22nd Century is a premier U.S.-based provider of cutting-edge contact center solutions, revolutionizing how businesses connect with their customers. At the heart of our offering is CXConnect, an intelligent, cloud-native contact center platform that integrates advanced AI technologies—including a conversational chatbot engine—to deliver seamless, personalized customer experiences across all preferred communication channels.
Whether it’s phone, chat, SMS, social media, or in-app messaging, our platform empowers organizations to engage customers effortlessly, improve operational efficiency, and unlock the full potential of automation, AI, and cloud innovation. We go beyond traditional contact center models, transforming customer experience into a strategic advantage.
Our AI-driven insights and real-time analytics dashboards provide a comprehensive view of customer interactions—past and present—enabling rapid identification of trends, root cause analysis, and data-informed decision-making. With deep expertise in natural language processing, machine learning, and open API integration, we specialize in deploying both multichannel and omnichannel environments tailored to each client’s unique needs.
At 22nd Century, we don’t just build contact centers—we craft intelligent customer engagement ecosystems that drive loyalty, agility, and measurable business results.
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for Your Business
Seamless support. Superior experience.
Key Features of
Contact Center
Inbound and Outbound
Seamlessly manage incoming and outgoing customer interactions for consistent, responsive communication.
Customer Service and Support
Deliver fast, empathetic, and efficient assistance to enhance customer satisfaction and loyalty.
Contact Tracing Services
Rapid, accurate contact tracing to support health initiatives and ensure public safety compliance.
IT Helpdesk Services
Provide 24/7 technical support to resolve IT issues swiftly and minimize operational downtime.
Real-Time & Historical Analytics
Gain actionable insights from live and historical data to optimize performance and decision-making.
Multilingual Support
Engage customers in their preferred language for a more personalized and inclusive experience.
Why does
Key Objectives of Contact Center
Deliver Exceptional Customer Experience
Provide fast, friendly, and effective support to build trust, satisfaction, and long-term customer loyalty.
Ensure Consistent Multichannel Engagement
Offer seamless communication across phone, email, chat, social media, and mobile apps to meet customers where they are.
Increase First-Call Resolution (FCR)
Resolve customer issues efficiently on the first interaction to reduce repeat calls and boost satisfaction.
Optimize Operational Efficiency
Use intelligent routing, automation, and analytics to streamline workflows and reduce handling times.
Enable Real-Time Performance Monitoring
Track KPIs such as wait times, call volumes, and agent productivity to ensure service levels are met.
Support Business Continuity
Maintain uninterrupted service through scalable cloud platforms, disaster recovery, and 24x7 availability.
Drive Sales and Upselling Opportunities
Leverage customer interactions to identify needs, offer solutions, and generate new revenue.
Ensure Quality and Compliance
Monitor interactions for adherence to scripts, policies, and regulatory standards through call audits and training.
Work Process
Behind Our IT Management
Explore how we seamlessly manage your IT infrastructure to ensure smooth, secure, and scalable operations — so you can focus on growing your business.
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IT Assessment
Reviewing systems to uncover risks and improvement areas.
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Strategic Planning
Crafting a tailored IT roadmap aligned with your business goals.
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Proactive Support
24/7 monitoring, maintenance, and rapid issue resolution.
Continuous Optimization
Improving speed, security, and operational efficiency.
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MNS
Case Studies From Challenge to Change
Real-Time Monitoring
Network Analysis
Gateway Integration
Hosting Solution
Management System
Data Recovery
Innovative Solutions
Risk Management
IT Success Stories
System Integration
