HANDLING INBOUND COMMUNICATION
ConVox presents a Unified solution to handle almost all types of communication from customers.
- Incoming call routing based on called number, Caller ID, Date & time etc.
- IVRS & Pop-up Configuration tools.
- Skill based distribution
- Call Routing to the IVR, Agent Queues, or Voice Mail to the External number.
- Sticky Agent.
HANDLING OUTBOUND CAMPAIGNS
The tools given in ConVox helps in Acquisition, Qualification and Verification of your Sales Campaign. It has well defined tools which take care of every step of your Survey Campaigns, Customer Retention or Payment reminders. To handle your campaigns you get :
- Calling List / Lead List Management
- Campaign wise CRM pop-up configuration
- Lead Re- Attempts
- Alternate number dialing for single contact (chasing)
- DNC (do not call) List Management
- Call Back Scheduling.
CUSTOMIZATION ON DEMAND
ConVox fits exactly to your process as it is customizable by design. We have dedicated team of programmers to customize ConVox to any extent to exactly suit your process.
AGENT'S INTERFACE
ConVox presents easy to use agent interface with tools to effectively manage the customer communication.
- Use any OS (Linux, Windows or Mac) on agent workstations.
- Agents can use Softphone, Analog Phone, Dial pad or IP- Phone.
- Screen Pop-Up with Multi Tab display
- Call Conferencing, Call Transfer and Call Hold
- Integrated screen for voice, chat, e-mail, social media, video call and e-mail
- Handy tools for Customer call History, Call waiting in queue, Redial, Call script, Agent call history, break types etc.
MANAGING YOUR CONTACT CENTER PROCESS
Effective and Efficient management of your Contact Center is the most important aspect of Convox Solution. Supervisor gets the right tools and monitoring mechanism to control the operations. ConVox offers:
- Multiple Process creation, Role creation and System Access Rights based on roles.
- Comprehensive monitoring tools show real time view of process, Queues, Auto Dialing, Agent Status, Abandoned Calls etc.
- Designing of Agent Pop-up screen based on process need.
- Use your favorite CRM with Seamless integration.
- External & Internal Barge-in, coach mode, conferencing.
- IVRS Studio for designing your own IVRS flows, schedule them for office hours, holiday etc.
TECHNICAL ADMINISTRATION OF CONVOX
System Administrator’s monitoring and control will become much easier with ConVox.
- Inbound call handling based on called number, caller ID, time of the day, holidays and route them to Agents, IVRS, Voice Mail, External phone or just an extension.
- System monitoring tools to show the real time view of CPU, Hard Disk and RAM usage, Vital process running status, network status etc.
- Telecom monitoring tools show real time status of PRI line, SIP channels, PRI card etc.
TRACKING WITH REPORTING
Reports are exhaustive. You can drill down a particular call or all the communication made with a customer accurately. You can track and analyze Agent performance, usage of telecom lines or process performance based on multiple criteria. Some of the reports are:
LEVERAGE YOUR EXISTING INFRASTRUCTURE
ConVox contact center solutions reduce the cost and complexity of development by leveraging your infrastructure. Integrations are available with market leading third-party CRM and PBX solutions.
- PRI, GSM, Analog & VoIP Trunking
- Agent extensions are on IP, no telephone cabling required
- Connectors available for major CRMs like Salesforce, MS Dynamics, Zoho, Zendesk, Vtiger etc.
- Integrated with leading PBX brands like Unify, Avaya, NEC, Cisco, Panasonic, Alcatel and Matrix.
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Effective, Complete And Comprehensive Solution for Your Contact Center