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Omni Channel Contact Center

Effective and Comprehensive Solution for your Contact Center

Product Overview

Omni-channel is suitable for incoming and outgoing processes, IVR-enabled contact centres, customer service agencies, BPO, KPO, debt collection, insurance marketing, customer surveys, and loyalty programmes.

ConVox’s omnichannel solution enables communication across all popular channels like voice, chat, social media, and email from a single user interface. It presents an integrated view of all channels for ease of management and maximum utilization of resources.

Product Features


Automatic Call Distribution

Automatic assignment of calls to the agents so that each agent gets an equal call load.



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


Call barge in

A supervisor can listen to live calls, and agents can be trained on live calls.


Feedback IVRS

The agent has the option to transfer the feedback to IVRS once the call has been ended. Feedback IVRS flow can be designed as per customer choice, and reports are generated.


Call Recording

Records all the calls and agent screens (100% recording) for training and monitoring purposes.


Disposition Management

Completed calls can be marked with disposition codes and sub-disposition codes.

Inbound Channels


Web Chat

Customers can interact with Quality using ``chat``.



Customers can approach the organisation through WhatsApp chat.



Email can be received and distributed to the agents automatically.



The customer connected faster through SMS.


Social Media

Agents can view social media messages on the integrated interface.

Outbound Types


Progressive Dialing

Automated dialing, controlled by agents, to reach out to important customers.


Manual Dialing

Agents can type the number and dial.


Preview Dialing

Selective click to call dialing.



Agents can take inbound and outbound in a single login.

WhatsApp features


Parallel Chat Handling

One agent can chat with multiple clients.

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User-configurable BOT flow.

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Chat Distribution

Auto-distribution of chat to the agents.


Sticky Agent Feature

Agents can connect with the same customer a certain number of times and vice versa.


Chat Transfer

Agents can transfer the chat to another available agent.



Auto response email

A customized auto-response email can be generated by the system.


Email ticketing

Complaint management can be handled through emails.


SLA settings

Admin can define his SLA as per his organizational hierarchy.


Social Media

Customers can interact with agents using social media platforms like Twitter, Instagram, Facebook, and WhatsApp.


MIS Reports

Complete and comprehensive reporting of your agents, calls, DIDs, and campaigns


Monitoring Tools

All call center resources, like agents, servers, calls, and campaigns, can be monitored.


Grievance management

Ticketing and escalation triggering are available across all channels.

Connect With Existing Infra



As per your business process requirements.


Email Integration

Email can be integrated within ConvoxCCS.

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SMS Integration

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

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Social Media integration

Social media channels like WhatsApp, Facebook, twitter, Instagram can be integrated.

Security Aspects

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Highly Secure Access

User rights are restricted, and password typing is masked.


Voice Encryption

Voice can be encrypted between server and agent to avoid snooping.

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Session Handling

No user can view the reports without the login of an administrator.


Cross Site Attack

Applications are guarded against cross-site attacks.


No Data Injection

Data injection is prevented in MySQL Server.

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Our client case studies


What is an Omni channel call centre?

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.

What are the features of Omnichannel?

Integrating multi-channels like call, email, social media ,web chat in an unified platform for agents to connect with the customers approaching the organisation through multiple channels.

What are the benefits of an omnichannel call centre?

It helps the organisation to reach the customers effectively and increase productivity.

What platforms are supported?

Email, webchat, WhatsApp, Facebook, twitter, Instagram are available. Other channels can be configured as per customer request.

Can an agent who receives a chat also initiate a chat transfer?

Yes, Only the primary agent of the chat can initiate transfers, If the chat is transferred to another agent, the receiving agent becomes the primary agent and can initiate further transfers.

Can we monitor the calls and other channels?

We do have the live monitoring feature to track the live calls and monitor the agent activity of all channels.

Do we have the reports for the connected calls and agent chat history of all channels?

Yes, we do have all possible reports.

Can I customize reports?

Yes, you can customize the visualizations by editing the report in Power BI.

How frequently does the data refresh?

The dataset for the Live Monitoring report is real time; if a report is refreshed or filters are changed, the data will be updated as per the current state of the system.

Can the chatbot be customized as per customer flow?

Yes, the chat bot can be designed as per customer organization flow.

Can customers reached through webchat bot have agent connectivity?

Yes, customers reached through webchat can be connected to the agent and chat with them.

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