ConVox Call Center Solutions.
Welcome to the future of customer engagement! Introducing the ConVox CCS App, a revolutionary bridge connecting your organization with enhanced customer solutions.
Our cutting-edge application is designed to redefine the way you interact with your customers.
ConVox CCS is not just another contact center software; it’s a transformative platform that brings efficiency, intelligence, and excellence to your customer service operations.
With ConVox CCS, you can bridge the gap between your business and your customers like never before.
Say goodbye to fragmented customer interactions and hello to a unified, omnichannel experience.
This unique solution offers a comprehensive suite of features that empower your agents, enhance customer satisfaction, and drive business growth.
It can be used in cold calling, direct & Indirect Selling Agency, call centers, marketing campaigns and fund-raising events.
Here are the most important features of our standard ConVox CCS App solution:
- In our ConVox Call Centre App, agents can login from anywhere in the world using internet connectivity.
- Automatically, you can assign calls to the agents.
- Supervisors or team leads have the option to listen to live calls, and agents can be trained on live calls.
- Provide comprehensive and insightful reports of agents, calls, and campaigns.
- Agent servers, calls, campaigns, and call recordings can be monitored live.
- Our call centre solution has an in-built CRM system that can display customer details whenever a call gets connected.
- All the calls are recorded for further training and monitoring purposes.
- Completed calls are filtered by disposition and sub-disposition codes.
- By using the CRM Set follow-up tab, agents can schedule a customer call-back request.
- Agents can use the power of accessing progressive and automated dialing systems in order to reach out to important customers.
- Ensures safety, security, and integrity of your call centre.
- No user is allowed to view the reports without the admin login.
Comparison between Aspect and ConVox Call Center Solution
| Aspect | ConVox | |
| Deployment Model | ||
| Hosted / Software as a Service | Hosted / Software as a Service | |
| On Premise / Client-Server | On Premise / Client-Server | |
| Platforms | ||
| Server Platform – Windows | Server Platform – Linux | |
| Client Platform – Windows | Client Platform – Windows, Linux, MacOS | |
| Communication Channels | ||
| Chat | Chat | |
| SMS | SMS | |
| VoIP | VoIP | |
| Phone | Phone | |
| Inbound Calling Features | PBX (Private Branch Exchange) | Inbuilt EPABX |
| Voicemail | Voice Mail | |
| ACD (Automatic Call Distribution) System | ACD (Automatic Call Distribution) System | |
| CTI (Computer Telephony Integration) | CTI (Computer Telephony Integration) | |
| IVR (Interactive Voice Response) | IVR (Interactive Voice Response) – IVR Studio allows user to define his own IVRS tree. | |
| set follow up. | ||
| Call Queue Management | ||
| Outbound Calling Features | Call List Imports | Auto dialer |
| Campaign Management | Campaign Management | |
| Predictive Dialer | Predictive and preview modes. | |
| Progressive Dialer | CRM Configuration and selection | |
| Call List Imports | ||
| Number Masking | ||
| Outbound IVR | ||
| Lead reattempts. | ||
| DND registry. | ||
| Multiple number dialing(chasing) | ||
| Autowrap up. | ||
| Blended Features | Call Conferencing | Customizable CRM. |
| Call Scripting | ||
| Call Conferencing | ||
| My call Backs. | ||
| Lead reattempt. | ||
| Call routing | ||
| Number Masking | ||
| DND registry. | ||
| Call Recording | ||
| Workforce Management Features | Forecasting | Not Available |
| Scheduling | Process Scheduling | |
| Dynamic CRM | ||
| IVRS studio. | ||
| Recording studio. | ||
| Lead reatempt. | ||
| cal Bargin. | ||
| Call routing | ||
| Analysis & Reporting Features | Call Monitoring | Call Logging |
| Contact History Databasing | Call Monitoring | |
| Historical Case Reporting | Call Recording | |
| Campaign History Databasing | ||
| Customized Reports | ||
| Real Time Reporting | ||
| Reporting Data Exports | ||
| CRM Dump Reports | ||
| Auto dialer status monitoring. | ||
| CPU, system,process status. | ||
| hourly,daily,weekly,monthly reports. | ||
| Agent login reports. | ||
| Monitoring RAM utlization. | ||
| Technical Support | ||
| Help Desk | Help Desk | |
| Instructional Videos | Not Available | |
| Live chat | Live chat | |
| Phone | Phone | |
| Remote Training | Remote Traiing | |
| Request form | Request Form | |
| Brochures | Brochure | |
| Onsite Training | ||
| Onsite Support |
Additional Features in ConVox
IVRS Studio – Admin can define IVRS flow to any level based on process requirement.
User Defined Agent POP-UP – Admin can define the Agent POP-UP based on process requirement.
Advance Call Scheduler -Calls can be routed based on time of the day, day of the week, holidays etc.
Realtime System resource monitoring -Admin can monitor system resources like processor useage, RAM usage, interrupts and hard disk useage online.
Benefits of our ConVox Call Center Solution are:
1.Improved Customer Satisfaction
ConVox helps businesses provide exceptional customer service by ensuring that calls are answered promptly, issues are resolved efficiently, and inquiries are handled professionally. This leads to increased customer satisfaction and loyalty.
2. Omnichannel Support
With ConVox, you can manage customer interactions across multiple communication channels, including phone calls, emails, chat, and social media(Whatsapp & Facebook). This enables you to offer a seamless, omnichannel experience to your customers, meeting them where they are.
3. Increased Productivity
Our solution includes features like automated call distribution, IVR (Interactive Voice Response), and call routing, which help streamline call handling processes. This not only reduces agent workload but also improves their efficiency, allowing them to focus on more complex tasks.
4. Real-time Analytics
ConVox provides powerful analytics and reporting tools that give you real-time insights into your call center’s performance. You can track key metrics, monitor agent productivity, and identify areas for improvement to make data-driven decisions.
4. Scalability
Whether you’re a small startup or a large enterprise, ConVox can scale to meet your needs. You can easily add or remove agents, adjust call routing rules, and expand your call center as your business grows.
5. Cost Savings
By optimizing call handling processes and reducing call wait times, ConVox helps lower operational costs. Additionally, you can utilize features like remote agents, reducing the need for a physical call center location.
6. Enhanced Security
We understand the importance of data security in customer service operations. ConVox ensures the confidentiality and integrity of customer data through advanced security protocols and compliance measures.
7. Customization
ConVox is highly customizable to align with your specific business requirements. You can tailor IVR scripts (Voice Bot), call routing rules, and reporting dashboards to suit your unique needs.
8. Easy Integration
Our solution seamlessly integrates with other business systems and CRM software, enabling a 360-degree view of customer information and history for more personalized interactions.
9. Compliance and Recording
For businesses in regulated industries, ConVox offers call recording and compliance features to ensure adherence to industry standards and regulations.
In summary, ConVox Call Center Solution empowers businesses to deliver exceptional customer service, improve operational efficiency, and drive overall business success. With its robust features and flexibility, it’s a valuable tool for any organization looking to bridge the gap between their customer solutions and customer expectations.
Join us on this journey to bridge the gap and elevate your customer solutions with ConVox CCS App. Discover the future of customer engagement, where every interaction is an opportunity for success.
