ConVox Zoho CTI - Call Center Solutions

ConVox Zoho CTI Integration

Overview

The ConVox Unified CTI platform integrates with Zoho and allows seamless communication of incoming and outgoing calls (auto dials / click to call). The data gathered from these interactions provides valuable insights that helps to make important business decisions by identifying patterns of customer’s journey of engagement with your company.

ACD & LEAD POP-UP

ConVox auto call distribution makes sure that calls are landed to the best suitable agent. The lead API immediately triggered and the exact customer details are shown to the agent.

CLICK TO CALL

A Click to call powers an agent to dial any number and speak to the customers instantly.

AUTO DIALING MODES

Auto dialer software eliminates the need to spend pointless time dialing each and every telephone number you need to call manually. ConVox provides predictive and progressive dialing to improve productivity.

CALL HISTORY & RECORDING

The call metrics are passed from ConVox to lead interface immediately after each call. All Calls are recorded and the recordings links are accessible within lead history page.

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"

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.