The ConVox Contact Center App is a robust tool built with extensive expertise in the telecom call center solution industry, enabling agents to manage calls, chats, and support tasks from a single screen on desktop or mobile devices. It streamlines operations by providing agents with instant access to customer details, facilitating faster task management and call outcome logging. The application supports real-time notifications, intelligent call routing, and ticket updates, ensuring a smooth workflow. For managers, built-in dashboards allow for real-time performance monitoring and instant work assignment. This software solution seamlessly integrates with mobile phones as agent workstations, offering the powerful features of standard call center software combined with ease of setup and maintenance. It is ideally suited for diverse applications such as cold calling, lead generation, direct and indirect selling agencies, small call centers, marketing campaigns, and fundraising projects, bringing all essential agent tools into one centralized platform.

Features & Benefits

• Remote Agents/Roaming Users
  • Allows agents to log in from any location, ensuring flexible and productive operations with full system functionality.
• Automatic Call Distribution
  • Automatically routes incoming calls to available agents, effectively balancing workloads and maximizing overall contact center efficiency.
• Remote Barge-In/ Remote Coaching
  • Enables supervisors to listen in on and coach live calls remotely, significantly boosting quality assurance and agent training outcomes.
• MIS Reports
  • Generates accurate reports on agent performance, call metrics, and campaign results to drive continuous improvements and informed business decisions.
• Monitoring Tools
  • Provides real-time monitoring of agents, calls, and system performance to promptly identify issues and ensure adherence to service standards.
• Inbuilt CRM
  • Displays customer details instantly upon call connection, facilitating personalized support and faster resolution of inquiries.
• Call Recording
  • Records 100% of calls for purposes of training, compliance, and quality analysis, contributing to improved agent performance.
• Disposition Management
  • Allows for tagging call outcomes with custom codes, simplifying tracking, reporting, and subsequent follow-up actions.
• Call Back
  • Agents can easily schedule follow-up calls, providing customers with a smooth and reliable support experience.
• Outbound Types
  • Utilizes progressive dialing and other outbound modes to increase contact rates and enhance agent productivity.
• Preview Dialing
  • Enables agents to preview customer data before initiating a call, allowing for personalized outreach and improved interactions.
• Manual Dialing
  • Supports agents in manually dialing numbers, offering flexible, human-driven conversations for deeper customer engagement.
• Security Aspects
  • Protects the contact center with multi-layered security measures designed to guard against various threats and data breaches.
• Highly Secure Access
  • Limits system access through masked logins and role restrictions, safeguarding sensitive operations.
• Voice Encryption
  • Encrypts server-to-agent voice traffic to prevent eavesdropping and secure every customer conversation.
• Session Handling
  • Restricts report access to admin login, ensuring session integrity and data confidentiality.
• No Data Injection
  • Prevents SQL injections and unauthorized data access, maintaining system reliability and trust.
• Cross Site Attack
  • Blocks cross-site attacks through robust protocols and ongoing security monitoring built into the platform.