Omni Channel Call Center

Effective, Complete and Comprehensive Solution for your Contact Center

What is Omni Channel Call Center

ConVox Omnichannel enables communication across all popular channels like Voice, Chat, Video, Social Media & Email from a single user interface. It presents an integrated view of all channels for ease of management and maximum utilization of resources.

Suitable for Incoming & Outgoing Process, IVR Enabled Contact Centers, Customer Service Agency, BPO,KPO, Debt Collection, Insurance Marketing, Customer Surveys and Loyalty Programs.

FEATURES

Automatic Call Distribution
Automatic Assignment of calls to the agents, so that each agent gets equal call load.
Social Media
Customer can interact with agent using social media platforms like Twitter, Instagram .
MIS REPORTS
Complete and comprehensive reporting of your Agents, Calls, DID & Campaigns.
IVR
To provide self service for caller and take input for call routing.
CALL BARGE-IN/CALL COACHING
Supervisor can listen to live calls and agent can be trained on live call.
CALL & SCREEN RECORDING
Records all the Calls and agent screens (100% Recording) for Training and Monitoring Purpose.
DISPOSITION MANAGEMENT
Completed Calls can be marked with Disposition codes and Sub-Disposition codes.
MONITORING TOOLS
All Call Center resources like agents, Servers, Calls, Campaign can be monitored live.

INBOUND CHANNELS

"Stay connected with our customers through all possible means"

Can receive and make voice calls

Web Chat : Customer can interact quality using "chat".

Email : Email can be received & distributed to the agents automatically.

Video Call : Enables real-time communication through Web RTC.

Social Media : Agent can view the Social media messages on integrated Interface.

SMS : Customer connected faster through SMS

OUTBOUND TYPES

"Reach your customers in most effective way"

Predictive Dialing : Automated dialing for maximum call connects.

Progressive Dialing : Automated dialing, controlled by agents to reach out important customers.

Preview Dialing : Selective click to call dialing.

Blended : Agent can take Inbound & Outbound in single login.

Manual Dialing : Agent can type in the number and dial.

CONNECT WITH EXISTING INFRA..

"Bridging your customer solutions"

Customization : As per your business process requirement.

PBX Integration : Can be integrated to any external PBX on standard interfaces like PRI/SIP.

Email Integration : Email can be integrated within ConvoxCCS.

SMS Integration : SMS can be sent on any event like specific disposition, missed call etc.

SECURITY ASPECTS

"To ensure security and integrity of your call center"‚Äč

Highly Secure Access : User Rights are Restricted and Password typing is masked.

Voice Encryption : Voice can be encrypted between server & agent to avoid snopping.

Session Handling : No user can view the reports without the login of admin.

No Data Injection : Data Injection is prevented in MYSQL Server.

Cross Site Attack : Application is guarded against cross site attack.

External CRM Integration

Frequently Asked Questions(FAQ'S)

What is Call Center software?

Ans : Call center software is a solution that helps a call center to manage its operations therefore increase the efficiency, effectiveness and get the best productivity from call center agents. Call center agents can access the right information and knowledge about a customer's history to improve the overall customer experience.

What is the benefit of call center software?

Ans : Call Center software serves as a backbone of customer communication. It helps to increase overall productivity and enables agent to handle both incoming and outgoing calls in an efficient manner.It also enables easy tracking of calls for quality of service.

What is the purpose of call center solution?

Ans : Call center solution is used for improving customer experience and to increase the productivity of a call center by enabling with the proper information. It also enables live monitoring, call barge-in, call coaching and MIS of agents.

What is ACD in a call center software?

Ans : Automatic Call Distribution or ACD, is a module commonly available in a call center software. It is a business logic to distribute incoming calls to contact center agents or employees with specific skills to handle a large volume of inbound calls.

What is Call Queue in a call center software?

Ans : A call queue places incoming calls in line to be answered while agents are busy with other calls. The queued calls are distributed to the next available agent in the order received.We can route the incoming calls to different queues based on the preference defined.

What is meant by Auto dialing / Predictive Dialing in a call center dialer?

Ans : The predictive dialer predicts, when an agent will be free to take the call. Predictive Dialer in a call center software, dials the call for an agent before he is free, to make sure that he gets a call just after finishing exiting call. Thus ensuring agent is busy most of the time and get more productivity.

What is the maximum pacing allowed in ConVox call center dialer?

Ans : Pacing ratio is proportional to the number of calls dialed by a predictive dialer for a free agent. ConVox call center dialer allows upto 10 pacing.

What is meant by Progressive Dialing in a call center dialer?

Ans : On completing the previous call (or moving from "Wrap-up" to "Go ready") the Call Center Dialer automatically dials the next number on the list.

What is preview dialing in a Call Center Dialer?

Ans : Preview Dialing is a dialing mode of Call Center Dialer. In Preview dialing mode, the agent can see the customer details before calling. He can place a call by clicking the dial link available in the data points in selective way from the uploaded data.

Does ConVox Call Center Software ensures 100% call recording (voice Logging) in call center? How can admin download the recordings?

Ans : Yes, ConVox Call Center Software ensures 100% call recording (voice Logging) . Admin can download the call recordings from call recording report.

Does ConVox Call Center Solution support Barge-In and Hot Transfer in a call center?

Ans : Yes,ConVox Call Center Solution supports Barge-In and Hot Transfer.

Can Agent schedule call backs in ConVox Call Center Software?

Ans : ConVox Call Center Software allows agent to set call backs and even shows the list of call backs so that agent can call customer on time.

Will ConVox Call Center Solution supports blended call center operations?

Ans : Yes ,ConVox Call Center Solution supports Incoming,Outgoing and Blended call center.

Can we monitor all call center agents in real time in ConVox Call Center Solution?

Ans : ConVox Call Center Solution has inbuilt dashboards and wallboards which display the information of all the agents in a call center.

How do I Manage multiple IVR in ConVox call center software?

Ans : ConVox call center software allows user to create multiple IVR and Sub-IVR in an easy to operate GUI

Is Scheduler option available in ConVox call center solution?

Ans : Yes,Scheduler option is available in ConVox call center solution.

What do you mean by Number Masking in ConVox call center solution?

Ans : ConVox call center solution provides a unique feature which masks client mobile number on agent screen to ensure database security.

What do you mean by dynamic CRM in ConVox call center solution?

Ans : ConVox call center solution has an inbuilt module where user can create his/her custom CRM template as per process requirement. Same will pop-up on agent screen when a call is given to the Call Center Agent.

Will ConVox Call Center Solution allow user to activate and upload DNC(Do Not Call) number?

Ans : ConVox Call Center Solution allows user to activate and upload DNC(Do Not Call) number.

What is average talk time or average handling time (AHT) in a call center solution?

Ans : Average Talk Time or average Handling Time in a call center solution is the interaction time spent with a client on an average.