ConVox News Letter

Bank of Baroda is one of India’s most storied financial institutions — a bank with over a century of history, operating across 17 countries and 94 overseas offices. In the UAE, however, their contact centre was running on manual processes that simply could not keep pace with growing customer demands.

Agents had no real-time visibility. Supervisors could not coach on the fly. Missed calls slipped through the cracks. Customer feedback was gathered by hand. And without standardized scripts, every agent greeted customers differently — leaving consistency, and brand trust, to chance.

The Solution: ConVox Omnichannel
ConVox deployed its Omnichannel Solution — unifying voice, email, chat, and social media into a single agent workspace, with intelligent routing, automated workflows, and a 360-degree customer profile at every touchpoint.

The results spoke for themselves:
• Real-time MIS dashboards replaced manual reports — faster decisions, zero errors.
• Live agent monitoring gave supervisors the visibility to coach in the moment.
• Auto dialler ensured no missed customer went uncontacted.
• Standardised scripts brought consistency and brand confidence to every call.
• Automated feedback collection turned customer sentiment into actionable data.

Bank of Baroda (UAE) now operates a contact center that is faster, smarter, and more consistent — at scale. A blueprint for what modern banking customer service looks like.

ConVox Wins ‘Best AI-Powered Customer Engagement Solution’

At the 5th BPO & Contact Center Summit & Awards 2026, ConVox walked away with the recognition that means the most — “Best AI-Powered Customer Engagement Solution.” The summit brought together the sharpest minds in customer experience, and being singled out in that company is a moment we are truly proud of. Thank you to every customer, partner, and team member who made it possible.

Deepija Telecom Nigeria Achieves DCPMI Certification 

This month, our commitment to data privacy became official. Deepija Telecom Nigeria Limited is now registered as a Data Controller/Processor of Major Importance (DCPMI) by the Nigeria Data Protection Commission — one of the most stringent designations under the Nigeria Data Protection Act, 2023. For every client and partner we serve across Africa, it is our promise in writing: your data is safe with us.

Introducing VoxNet Solutions — Launched 23rd June 2026

On 23rd June, we launched VoxNet Solutions — our dedicated operational support brand built to keep contact centres running at their best. Born from two decades of ConVox expertise, VoxNet handles the pre-shift checkups, dialler management, and on-site support that prevent downtime before it ever happens. As our MD Mr. Alok Kaushal put it at the launch: contact centres should focus on their customers — VoxNet will handle the rest.

In any contact centre, the way you handle a complaint matters as much as the way you resolve it. Customers want to know their issue has been logged, someone owns it, and it will not fall through the cracks. ConVox Ticketing Management System (TMS) is built around exactly that promise — a complete, end-to-end solution that turns every customer query into a trackable, accountable ticket from first contact to final resolution.

What sets ConVox TMS apart is its true omnichannel reach. Customers can raise tickets the way they prefer — via call, email, WhatsApp, website chatbot, social media, or web portal — and the system captures it all in one place. No missed messages, no duplicate tickets for the same complaint.

How it works — from creation to closure:
Once a ticket is raised, ConVox TMS routes it intelligently based on priority, team, customer value, and agent expertise — ensuring high-value customers and urgent issues are always handled first. Through the lifecycle, agents can update, transfer, merge, and escalate tickets as needed, with automated SLA timers that escalate unresolved tickets before they breach agreed response times.

When a ticket is closed, agents document resolution remarks and tag the outcome — giving supervisors a searchable, auditable record of every interaction. And if a customer’s issue resurfaces, the Ticket Reopen Facility links the new instance to the original, so agents pick up exactly where things left off.

Built for visibility and performance:
ConVox TMS comes with a powerful Analytics and Reporting suite — giving managers real-time dashboards, SLA compliance reports, agent scorecards, escalation analysis, top ticket category breakdowns, and customer satisfaction insights. Every metric you need to manage a high- performing support operation, in one view.

Website – www.deepijatel.com