IVR Call Center Solutions

Call Center software serves as a backbone of customer communication. It helps to increase overall productivity and enables agents to handle both incoming and outgoing calls in an efficient manner with existing mobile phones as work stations. It also enables easy tracking of calls for quality of service.

Call center solutions are used for improving customer experience and to increase the productivity of a call center by enabling the proper information. It also enables live monitoring, call barge-in, call coaching and MIS of agents.

Automatic Call Distribution or ACD, is a module commonly available in call center software. It is a business logic to distribute incoming calls to contact center agents or employees with specific skills to handle a large volume of inbound calls.

A call queue places incoming calls in line to be answered while agents are busy with other calls. The queued calls are distributed to the next available agent in the order received.We can route the incoming calls to different queues based on the preference defined.

The predictive dialer predicts when an agent will be free to take the call. Predictive Dialer in a call center software, dials the call for an agent before he is free, to make sure that he gets a call just after finishing an existing call. Thus ensuring agents are busy most of the time and get more productivity.

Pacing ratio is proportional to the number of calls dialed by a predictive dialer for a free agent. ConVox call center dialer allows up to 10 pacing.

On completing the previous call (or moving from “Wrap-up” to “Go ready”) the Call Center Dialer automatically dials the next number on the list.

Preview Dialing is a dialing mode of Call Center Dialer. In Preview dialing mode, the agent can see the customer details before calling. He can place a call by clicking the dial link available in the data points in a selective way from the uploaded data.

Yes, ConVox Call Center Software ensures 100% call recording (voice Logging) . Admin can download the call recordings from the call recording report.

Yes, ConVox Call Center Solution supports Barge-In and Hot Transfer.

ConVox Call Center Software allows agents to set call backs and even shows the list of call backs so that agents can call customers on time.

Yes, ConVox Call Center Solution supports Incoming, Outgoing and Blended call centers.

ConVox Call Center Solution has inbuilt dashboards and wallboards which display the information of all the agents in a call center.

ConVox call center software allows users to create multiple IVR and Sub-IVR in an easy to operate GUI.

Yes, the Scheduler option is available in the ConVox call center solution.

ConVox call center solution provides a unique feature which masks client mobile number on agent screen to ensure database security.

ConVox call center solution has an inbuilt module where the user can create his/her custom CRM template as per process requirement. Same will pop-up on the agent screen when a call is given to the Call Center Agent.

Average Talk Time or average Handling Time in a call center solution is the interaction time spent with a client on an average.