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.
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.
A supervisor can listen to live calls, and agents can be trained on live calls.
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.
Records all the calls and agent screens (100% recording) for training and monitoring purposes.
Completed calls can be marked with disposition codes and sub-disposition codes.
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.
Agents can view social media messages on the integrated interface.
Automated dialing, controlled by agents, to reach out to important customers.
Agents can type the number and dial.
Selective click to call dialing.
Agents can take inbound and outbound in a single login.
One agent can chat with multiple clients.
User-configurable BOT flow.
Auto-distribution of chat to the agents.
Agents can connect with the same customer a certain number of times and vice versa.
Agents can transfer the chat to another available agent.
A customized auto-response email can be generated by the system.
Complaint management can be handled through emails.
Admin can define his SLA as per his organizational hierarchy.
Customers can interact with agents using social media platforms like Twitter, Instagram, Facebook, and WhatsApp.
Complete and comprehensive reporting of your agents, calls, DIDs, and campaigns
All call center resources, like agents, servers, calls, and campaigns, can be monitored.
Ticketing and escalation triggering are available across all channels.
As per your business process requirements.
Email can be integrated within ConvoxCCS.
SMS can be sent on any event, like a specific disposition, a missed call, etc.
Social media channels like WhatsApp, Facebook, twitter, Instagram can be integrated.
User rights are restricted, and password typing is masked.
Voice can be encrypted between server and agent to avoid snooping.
No user can view the reports without the login of an administrator.
Applications are guarded against cross-site attacks.
Data injection is prevented in MySQL Server.
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.
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.
It helps the organisation to reach the customers effectively and increase productivity.
Email, webchat, WhatsApp, Facebook, twitter, Instagram are available. Other channels can be configured as per customer request.
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.
We do have the live monitoring feature to track the live calls and monitor the agent activity of all channels.
Yes, we do have all possible reports.
Yes, you can customize the visualizations by editing the report in Power BI.
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.
Yes, the chat bot can be designed as per customer organization flow.
Yes, customers reached through webchat can be connected to the agent and chat with them.
