Omnichannel software lets support teams talk to customers on chat, email, calls, and social apps—all in one place. Agents don’t need to switch tools and can reply faster with full conversation history. It improves response time by showing all customer interactions in a single thread. It also supports automation, such as chatbots or email templates, to handle common queries faster. Supervisors can track team activity across every channel in real time.
Omnichannel Contact Center Software empowers customers to engage seamlessly through their preferred channels, such as voice, chat, email, WhatsApp, and social media platforms, thereby enriching their overall experience. Agents benefit from a consolidated record of customer interactions and support tickets, regardless of the communication medium. This centralized approach simplifies issue resolution and accelerates response times.
By aggregating all customer information, agents can deliver more personalized and efficient service. The system reduces redundancies and operational inefficiencies, enabling effective handling of inquiries from diverse sources. Agents can effortlessly switch between channels while maintaining the context of the conversation, ensuring a consistent and cohesive customer experience.
Beyond personalized customer interactions, ConVox’s platform enhances operational efficiency through customizable routing mechanisms and workforce management tools. This creates a mutually beneficial environment for both businesses and consumers, serving as a strategic asset that boosts customer satisfaction and operational performance simultaneously.
Distribute incoming calls to the best-suited agents using customer history and current workload intelligently.
Customize multi-language menus to manage call volume, collect data, and enhance engagement effectively.
Supervisors can listen or join live calls to support agents and ensure service quality.
Collect customer opinions through automated surveys and reports to improve services and loyalty continuously.
Record every call automatically for compliance, agent training, dispute resolution, and consistent service standards.
Categorize calls with standard codes for better tracking, efficient reporting, and faster resolution processes.
Chat with website visitors in real time to solve issues and boost customer satisfaction quickly.
Connect instantly with customers over WhatsApp to share updates and solve problems effectively.
Convert emails to tickets, auto-sort them, use templates, and ensure timely responses every time.
Manage Facebook, Twitter, Instagram, and WhatsApp messages from one place to boost social engagement.
Automate outbound calling by connecting agents only to answered calls, maximizing call center productivity easily.
Agents can manually place calls for personalized follow-ups and meaningful, direct customer conversations.
Show customer details before dialing to help agents personalize calls and stay better prepared.
Use a single interface to handle inbound and outbound calls, improving efficiency and balance.
Let agents handle multiple customer chats at once to reduce wait time and improve performance.
Deploy AI bots to handle repetitive customer queries instantly and reduce agent workload significantly.
Automatically route chats to the most relevant available agents for fast, accurate customer support.
Reconnect returning customers with the same agent to provide consistent, familiar, and smoother experiences.
Move chats between agents or departments effortlessly for quicker and more accurate resolutions.
Send personalized auto-responses immediately after receiving emails to reassure customers and set clear expectations.
Convert incoming emails into secure, trackable support tickets for organized complaint resolution and management.
Configure custom SLA timers to track response times and ensure top-quality service consistently delivered.
Unify and respond to social media messages quickly across all platforms from a single interface.
Generate detailed reports on calls, performance, and campaigns to guide decisions and optimize strategies.
Monitor real-time agent activities, system health, and call quality metrics for operational control.
Resolve complaints from all channels—calls, chat, email, and social—on a centralized support platform.
Customize workflows, dashboards, and features so the system adapts perfectly to your business needs.
Send and receive emails directly within the platform to simplify workflows and maintain context.
Send real-time SMS alerts, reminders, and updates to keep your customers informed and engaged.
Bring social platforms into one dashboard for easier management and faster customer interaction handling.
Limit user roles and permissions with strict access control to secure sensitive business and customer data.
Encrypt all voice data during calls to protect conversations and ensure secure communication end-to-end.
Secure every session with multi-factor authentication & dynamic controls to prevent unauthorized access threats.
Prevent cross-site attacks using secure development practices, firewalls, and constant security audits together.
Protect data with hardened input fields, query sanitization, and secure database architecture that blocks injections.
Omnichannel keeps all channels connected and synced. A contact center may support multiple channels, but they often run separately. Omnichannel makes the experience smoother for both customers and agents.
In an omnichannel setup, a customer can start a conversation via email and finish it over a call—without losing context. Traditional contact centers often treat each channel as a separate thread. Omnichannel also allows agents to multitask across platforms, reducing wait times. This approach leads to higher customer satisfaction and lower churn.
Delivering exceptional customer service across multiple channels is more important than ever, and our Omnichannel Contact Center Software makes it easier to manage every interaction seamlessly. Watch our video to discover how this powerful solution can help you unify communications across voice, email, chat, social media, and more, giving your team the tools to deliver consistent, high-quality service no matter where your customers are.
Our software integrates with your existing systems, so you don’t have to worry about disruptions.
ConVox omnichannel contact center software solution enables communication across all popular channels like Voice, Chat, social media & Email from a single user interface. It presents an Unified view of all channels for ease of management and maximum usage of resources.
Omni Channel Contact Center Integrates 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.
Omnichannel Contact Center Sofware helps the Enterprise to reach the customers Adequately and increase Performance.
Email, webchat, WhatsApp, Facebook, twitter, Instagram are available. Other channels can be Arranged as per customer request.
Yes! the primary agent who receives a chat can begin a chat transfer. However, once the chat transferred to another agent, the Acquiring agent becomes the primary agent and can begin 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 modify the Visual aids by editing the report in Power BI.
The dataset for the Live Monitoring report is real time; if a report is Restored 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.
