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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?
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 :
Ticket Handling
Tickets can be handled by an agent for the customer who approaches through a call
Automatic Call Distribution
Automatic Assignment of calls to the agents, so that each agent gets equal call load
IVR
To provide self-service for callers and take input for call routing through DTMF /voice inputs
Call Barge In
Supervisor can listen to live calls and agent can be trained on live call
Call Recording
Records all the Calls and agent screens (100% Recording for Training and Monitoring Purpose
Disposition Management
Completed Calls can be marked with Disposition codes and Sub-Disposition codes
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
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.
