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.
Category Wise Features:
Tickets can be handled by an agent for the customer who approaches through a call
Automatic Assignment of calls to the agents, so that each agent gets equal call load
To provide self-service for callers and take input for call routing through DTMF /voice inputs
Supervisor can listen to live calls and agent can be trained on live call
Records all the Calls and agent screens (100% Recording for Training and Monitoring Purpose
Completed Calls can be marked with Disposition codes and Sub-Disposition codes
Feedback IVRS flow can be designed as per customer choice and reports are generated
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
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.
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.
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.
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.
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.