It’s a tool that allows agents to manage calls, chats, and support tasks from a single screen—on desktop or mobile. It helps agents see customer details, manage tasks, and log call outcomes faster. Apps usually support real-time notifications, call routing, and ticket updates. With built-in dashboards, managers can monitor performance and assign work instantly. It brings everything an agent needs into one place.
The ConVox Contact Center App is built with expertise in the telecom call center solution industry. This call center software solution works seamlessly with a mobile phone as an agent workstation. ConVox App offers robust features of standard call center software, combined with ease of setup and maintenance. It is ideal for cold calling, lead generation, direct and indirect selling agencies, small call centers, marketing campaigns, and fundraising projects.
Agents can log in from anywhere, ensuring flexible, productive operations with full system functionality.
Automatically route calls to available agents, balancing workloads and maximizing overall contact center efficiency.
Supervisors listen and coach live calls remotely, boosting quality assurance and agent training outcomes.
Generate accurate agent, call, and campaign reports to drive performance improvements and business decisions.
Monitor agents, calls, and systems in real time to identify issues and ensure service standards.
Display customer details instantly on call connection, enabling personalized support and faster resolution.
Record 100% of calls for training, compliance, and quality analysis to improve agent performance.
Tag call outcomes with custom codes, simplifying tracking, reporting, and follow-up actions.
Agents can easily schedule follow-up calls, offering customers a smooth and reliable support experience.
Use progressive dialing and other outbound modes to increase contact rates and agent productivity.
Preview customer data before calling, allowing agents to personalize outreach and improve interactions.
Agents manually dial numbers to offer flexible, human-driven conversations for deeper engagement.
Protect your contact center with multi-layered security to guard against threats and data breaches.
Limit system access using masked logins and role restrictions to safeguard sensitive operations.
Encrypt server-to-agent voice traffic to prevent eavesdropping and secure every customer conversation.
Restrict report access to admin login, ensuring session integrity and data confidentiality.
Prevent SQL injections and unauthorized data access to maintain system reliability and trust.
Block cross-site attacks with robust protocols and ongoing security monitoring built into the platform.
Call centers use a mix of apps for handling voice calls, managing customer data, and tracking performance. Common ones include softphones for calling, CRMs for customer info, ticketing systems, and chat tools. Many teams also use call recording and screen monitoring apps. These tools are often integrated into a central dashboard to save time and reduce manual work.
Log in to the agent app or desktop dashboard and start accepting calls or chats. Incoming tickets or calls show up with customer details. You can tag calls, forward them, or schedule follow-ups. Call outcomes are logged automatically. Supervisors can review activity, assign leads, and coach agents using live monitoring or playback tools. It’s built for speed and clarity.
Call center software is a solution that helps a call center to manage its operations through mobile phones as agent workstation therefore increase the efficiency, effectiveness and get the best productivity from call center agents.
Call Center software serves as a backbone of customer communication. It helps to increase overall productivity and enables agents to handle both incoming and outgoing calls in an efficient manner with existing mobile phones as work stations. It also enables easy tracking of calls for quality of service.
Call center solutions are used for improving customer experience and to increase the productivity of a call center by enabling the proper information. It also enables live monitoring, call barge-in, call coaching and MIS of agents.
Automatic Call Distribution or ACD, is a module commonly available in 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.
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.
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 an existing call. Thus ensuring agents are busy most of the time and get more productivity.
Pacing ratio is proportional to the number of calls dialed by a predictive dialer for a free agent. ConVox call center dialer allows up to 10 pacing.
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.
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 a selective way from the uploaded data.
Yes, ConVox Call Center Software ensures 100% call recording (voice Logging) . Admin can download the call recordings from the call recording report.
Yes, ConVox Call Center Solution supports Barge-In and Hot Transfer.
ConVox Call Center Software allows agents to set call backs and even shows the list of call backs so that agents can call customers on time.
Yes, ConVox Call Center Solution supports Incoming, Outgoing and Blended call centers.
ConVox Call Center Solution has inbuilt dashboards and wallboards which display the information of all the agents in a call center.
ConVox call center software allows users to create multiple IVR and Sub-IVR in an easy to operate GUI.
Yes, the Scheduler option is available in the ConVox call center solution.
ConVox call center solution provides a unique feature which masks client mobile number on agent screen to ensure database security.
ConVox call center solution has an inbuilt module where the user can create his/her custom CRM template as per process requirement. Same will pop-up on the agent screen when a call is given to the Call Center Agent.
Average Talk Time or average Handling Time in a call center solution is the interaction time spent with a client on an average.
