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Omnichannel Contact Center Solution

ConVox's omnichannel solution unifies voice, chat, social media, and email communication through a single interface, presenting an integrated view for effortless channel management and optimal resource utilization.
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Omni Channel Contact Center Product Overview

ConVox’s omnichannel solution enables the customers to communicate with ease using voice, chat, email, WhatsApp, and all social media platforms, therefore, offering the client an all-options communication to enhance the experience. In addition to this, agents profit from one record of the customer service experience and tickets irrespective of the communication channel which helps to simplify management and solves issues faster.

This also is an important factor, because by bringing all the customer information together Agents can help the customers to get better service. This solution also eliminates the redundancies and operational inefficiencies, therefore facilitating proper working with inquiries from varying sources. Furthermore, agents can effortlessly change any channel while preserving the information context of the conversation, which means they will provide a uniform experience.

In addition to individualized employee connections, ConVox’s contact center platform increases operational effectiveness with customized routing mechanisms and workforce management. In the long run it presents a situation that is profitable for both business entities and for consumers. It is in fact an integrated system that serves as the secret weapon that makes the organization win customers and improve its operational efficiency all at once.

Product Features

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Automatic Call Distribution

ACD efficiently direct calls to customers as per prior customer history and workload, in such a way that customers will get connected with qualified people to solve their problems and to improve the work efficiency.

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IVR

IVR routes deals with higher call volumes satisfactorily by providing greetings in different languages, and data collecting which ultimately boost the communication between the customer and the company, achieving customer satisfaction.

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Call barge in

Supervisors can keep an eye on new employees during live calls, offering them help in situations. The barge in feature permits the supervisor to be part of the existing calls thus empowering real time feedback for new agents.

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Feedback IVRS

IVRS is a customer service system which collects customer feedback and as a result, businesses can improve their services and increase customer loyalty through qualified surveys and detailed reports.

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Call Recording

The system makes this task easier by automatically recording all the calls with agents of high quality to make sure that the screens are displayed right next to each other. Such recordings are the backbone of the entire evaluation procedure and the training sessions.

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Disposition Management

Companies utilize international codes and modifier codes to make incident searches and call categorization accurate. These mechanisms enhance accurate decision making, lower costs, make the process of management better, and advance the quality of services.

Inbound Channels

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Web Chat

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WhatsApp

Customers can approach the organisation especially through WhatsApp chat. Moreover, we provide advanced WhatsApp chatting features that ease the customer's work and organisational operations. Furthermore, customers can switch directly from calling to WhatsApp chat. Moreover, agents can also share documents through WhatsApp.

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Email

Automatically convert customer emails into tickets, send them to the appropriate agents, use templates and automated responses, categorize them by issue or department, escalate complex problems to higher-level support.

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Social Media

In an omni channel contact center, agents can view social media messages on the integrated interface and use a unified interface for all media. They can monitor brand mentions and messages to proactively respond to customers, as well as build and access customer profiles from social media engagement.

Outbound Types

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Progressive Dialing

Progressive dialing automates the dialing process for agents, dialing one number at a time. This ensures that each agent is connected to a live contact, maximizing efficiency.

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Manual Dialing

Manual dialing is a method where agents dial phone numbers manually to initiate outbound calls.

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Preview Dialing

Preview dialing is a method where agents can preview customer information before the call is placed. This allows agents to prepare for the call and personalize their approach based on the customer's history and preferences.

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Blended

Blended is a contact center feature that allows agents to handle both inbound and outbound interactions from the same interface.

WhatsApp features

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Parallel Chat Handling

Parallel chat handling allows agents to manage multiple chat conversations simultaneously. This capability increases efficiency by decreasing wait times for customers and enabling agents to handle more inquiries at once.

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BOT

Bots are frequently employed to engage with customers, address common questions, and complete simple tasks, ultimately enhancing efficiency by managing routine inquiries and allowing human agents to concentrate on more complex issues.

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Chat Distribution

Chat distribution is a feature that automatically assigns incoming chat requests to available agents.

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Sticky Agent Feature

The sticky agent feature allows a customer to be connected to the same agent across multiple interactions. This ensures continuity and personalized service, as the agent is familiar with the customer's history and needs.

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Chat Transfer

Chat transfer is a feature that allows an agent to transfer a chat session to another agent or department. This is useful when a customer's inquiry requires expertise beyond the current agent's scope.

Email

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Auto response email

A customized auto-response email can be generated by the system.

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Email ticketing

Complaint management can be handled through emails.

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SLA settings

Admin can define his SLA as per his organizational hierarchy.

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Social Media

Customers can interact with agents using social media platforms like Twitter, Instagram, Facebook, and WhatsApp.

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MIS Reports

Complete and comprehensive reporting of your agents, calls, DIDs, and campaigns

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Monitoring Tools

All call center resources, like agents, servers, calls, and campaigns, can be Observed.

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Grievance management

Ticketing and escalation triggering are available across all channels.

Connect With Existing Infra

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Customization

Additionally, the platform can be tailored to meet your unique requirements. Consequently, you can ensure that it effectively supports your business operations and addresses your specific needs.

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Email Integration

Additionally, by incorporating email functionality, users can seamlessly send and receive emails directly within the ConvoxCCS platform. This effectively streamlines communication processes and enhances productivity.

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SMS Integration

Additionally, this functionality allows businesses and organizations to send timely and relevant notifications to users, keeping them informed and engaged.

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Social Media integration

By incorporating these platforms into their communication strategies, companies can reach a wider audience. Additionally, they can engage with customers in real-time and enhance their online presence.

Security Aspects of Omni Channel Contact Center

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Highly Secure Access

Additionally, by implementing strict user rights, organizations can also reduce the risk of unauthorized access and protect sensitive information. Furthermore, this approach can enhance overall security measures, thereby safeguarding the organization's assets. Moreover, by regularly reviewing and updating user rights, organizations can adapt to changing needs and maintain a secure environment.

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Voice Encryption

Additionally, encrypting voice communication adds an extra layer of security to the communication channel. This safeguarding of sensitive information enhances the overall security posture of the system.

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Session Handling

Additionally, organizations can implement multi-factor authentication to add an extra layer of security. Moreover, they can regularly review and update their access control policies to ensure they are up to date with the latest security standards.

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Cross Site Attack

Additionally, utilizing security tools and frameworks specifically designed to prevent and detect cross-site attacks can further enhance the overall security posture of applications. Furthermore, implementing secure coding practices and regularly updating software can help mitigate the risk of cross-site attacks.

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No Data Injection

By prioritizing data security, in addition, taking proactive steps, for instance, to prevent data injection, organizations can maintain the integrity and confidentiality of their data stored in MySQL Server.

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CUSTOMER STORIES in Omni Channel Contact Center

client case studies in omni channel contact center

Click to know more about Omni Channel Contact Center

FAQs

What is an Omni channel call centre?

ConVox omni channel contact center solution enables communication across all popular channels like Voice, Chat, social media & Email from a single user interface. It presents an Unified view of all channels for ease of management and maximum usage of resources.

What are the Elements of Omnichannel?

Omni Channel Contact Center Integrates multi channels like call, email, social media ,web chat in an unified platform for agents to connect with the customers approaching the organisation through multiple channels.

What are the benefits of an omni channel call centre?

Omni Channel Contact Center helps the Enterprise to reach the customers Adequately and increase Performance.

What platforms are supported?

Email, webchat, WhatsApp, Facebook, twitter, Instagram are available. Other channels can be Arranged as per customer request.

Can an agent who receives a chat also begin a chat transfer?

Yes! the primary agent who receives a chat can begin a chat transfer. However, once the chat transferred to another agent, the Acquiring agent becomes the primary agent and can begin further transfers.

Can we monitor the calls and other channels?

We do have the live monitoring feature to track the live calls and monitor the agent activity of all channels.

Do we have the reports for the connected calls and agent chat history of all channels?

Yes, we do have all possible reports.

Can I modify reports?

Yes, you can modify the Visual aids by editing the report in Power BI.

How often does the data refresh?

The dataset for the Live Monitoring report is real time; if a report is Restored or filters are changed, the data will be updated as per the current state of the system.

Can the chatbot be Modified as per customer flow?

Yes, the chat bot can be designed as per customer organization flow.

Can customers reached through webchat bot have agent Integration?

Yes, customers reached through webchat can be connected to the agent and chat with them.

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