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