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A PLATFORM WHERE PROVIDE YOU THE FAST & SECURE TICKET RAISING SOLUTION.

Ticketing_Grievance-Management

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    HERE YOU GET A SOLUTION WITH OUR CONVOX OMNI 4.0

    Are You Searching For A Platform Which Provides

    A Unified Solution For Complaint/Grievance Handling

    For Your Customers And Employees?

    Omni Channel Contact Center Solution features

    Get A Unified Platform with The Best Help Desk Ticketing System with Multiple Channels That Turns All Support Requests, From Both Customers and Employees, Into Tickets.

    ConVox omnichannel Solution enables communication across all popular channels like Voice, Chat, 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. Omni-channel is Suitable for Incoming & Outgoing Process, IVR Enabled Contact Centres, Customer Service Agency, BPO, KPO, Debt Collection, Insurance Marketing, Customer Surveys and Loyalty Programs.

    PRODUCT FEATURES

    Category Wise Features:

    On-Call :

    Ticketing system-01
    Ticket Handling

    Tickets can be handled by an agent for the customer who approaches through a call

    Automatic Distribution
    Automatic Call Distribution

    Automatic Assignment of calls to the agents, so that each agent gets equal call load

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    IVR

    To provide self-service for callers and take input for call routing through DTMF /voice inputs

    Call barge In-01
    Call Barge In

    Supervisor can listen to live calls and agent can be trained on live call

    Call Recording and History-01
    Call Recording

    Records all the Calls and agent screens (100% Recording for Training and Monitoring Purpose

    Disposition_Management
    Disposition Management

    Completed Calls can be marked with Disposition codes and Sub-Disposition codes

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    Feedback IVRS

    Feedback IVRS flow can be designed as per customer choice and reports are generated

    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”.

    What’s APP: customer can approach the organisation through watsapp chat.

    Email: Email can be received & distributed to the agents automatically.

    Social Media : Agent can view the Social media messages on integrated Interface.

    SMS : Customer connected faster through SMS

    Inbound_Channels
    Outbound_Types

    OUTBOUND TYPES

    “Reach your customers in most effective way”

    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.

    What’s APP FEATURES

    Parallel Chat Handling: One agent can chat with multiple clients.

    Bot: User configurable BOT flow.

    Chat Distribution: Auto distribution of chat to the agents.

    Chat transfer: Agent can transfer the chat to another available agent.

    Sticky feature Agent: Agent can connect with the same customer for N number of times and vice versa.

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    Email Ticketing Solution banner

    EMAIL

    Auto Response Email: A customized auto response email can be generated from the system.

    Email Ticketing: complaint management can be handled through emails.

    SLA Settings: Admin can define his SLA as per his organisational hierarchy.

    Social Media: Customer can interact with agent using social media platforms like Twitter, Instagram, Facebook, WhatsApp.

    MIS Reports: Complete and comprehensive reporting of your Agents, Calls, DID & Campaigns.

    Monitoring Tools: All Call Center resources like agents, Servers, Calls, Campaign can be monitored.

    Grievance Management: Ticketing and escalations triggering is available over all channels.

    CONNECT WITH EXISTING INFRA..

    “Bridging your customer solutions”

    Customization : As per your business process requirement.

    Email Integration: Email can be integrated within ConvoxCCS.

    SMS Integration : SMS can be sent on any event like specific disposition, missed call etc.

    Social Media integration: social media channels like watsapp, Facebook, twitter, Instagram  can be integrated.

    Connect With Existing Infra
    Security_Aspects

    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.

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