ConVox Omnichannel Contact Center Software provides a unified platform for managing diverse customer communication channels, including voice, chat, social media, and email, all from a single, intuitive interface. This comprehensive integration offers agents a holistic view of customer interactions, significantly streamlining management processes and optimizing resource utilization. The software empowers support teams to engage with customers seamlessly across their preferred channels, enriching the overall experience by consolidating all customer interactions and support tickets, regardless of the communication medium. This centralized approach simplifies issue resolution, accelerates response times, and enables agents to deliver more personalized and efficient service by maintaining conversation context across channels. Beyond enhancing customer interactions, ConVox’s platform boosts operational efficiency through customizable routing mechanisms and robust workforce management tools, creating a mutually beneficial environment for both businesses and consumers. It serves as a strategic asset that simultaneously improves customer satisfaction and operational performance by reducing redundancies and inefficiencies in handling inquiries from diverse sources. The system also supports automation, such as chatbots and email templates, to handle common queries faster, and allows supervisors to track team activity across every channel in real time.

Features & Benefits

• Unified Omnichannel Communication
  • Unifies various communication channels into a single, user-friendly interface, providing agents with a comprehensive view of customer interactions.
• Web Chat:
  • Engage with website visitors in real time for quick issue resolution and boosted satisfaction.
• WhatsApp:
  • Connect instantly with customers over WhatsApp for updates and problem-solving.
• Email:
  • Convert emails to trackable tickets, auto-sort them, and utilize templates for timely responses.
• Social Media:
  • Manage messages from platforms like Facebook, Twitter, Instagram, and WhatsApp from one centralized location.
• Advanced Call Management
  • Offers intelligent tools for handling inbound and outbound voice communications efficiently.
• Automatic Call Distribution (ACD):
  • Distribute incoming calls to the best-suited agents based on customer history and workload.
• IVR:
  • Customize multi-language menus to manage call volume, collect data, and enhance engagement.
• Call Barge-in:
  • Supervisors can listen or join live calls to support agents and ensure service quality.
• Feedback IVRS:
  • Collect customer opinions through automated surveys and reports for continuous service improvement.
• Call Recording:
  • Automatically record calls for compliance, training, and dispute resolution.
• Disposition Management:
  • Categorize calls with standard codes for better tracking and reporting.
• Outbound Dialing:
  • Supports Progressive, Manual, Preview, and Blended dialing modes to maximize call center productivity and personalization.
• Agent Productivity & Workflow Optimization
  • Tools designed to enhance agent efficiency and streamline customer support workflows.
• Parallel Chat Handling:
  • Allows agents to manage multiple customer chats simultaneously to reduce wait times.
• Bots:
  • Deploy AI bots to instantly handle repetitive customer queries and reduce agent workload.
• Chat Distribution:
  • Automatically route chats to the most relevant available agents for fast support.
• Sticky Agent Feature:
  • Reconnect returning customers with the same agent for consistent experiences.
• Chat Transfer:
  • Effortlessly move chats between agents or departments for quicker resolutions.
• Auto Response Email:
  • Send personalized auto-responses immediately to reassure customers.
• Email Ticketing:
  • Convert incoming emails into secure, trackable support tickets.
• SLA Settings:
  • Configure custom SLA timers to track response times and ensure top-quality service.
• Reporting, Monitoring & Grievance Management
  • Provides comprehensive insights and tools for overseeing operations and resolving complaints.
• MIS Reports:
  • Generate detailed reports on calls, performance, and campaigns for strategic decision-making.
• Monitoring Tools:
  • Monitor real-time agent activities, system health, and call quality metrics.
• Grievance Management:
  • Resolve complaints from all channels on a centralized support platform.
• Seamless Integration & Customization
  • Ensures the system adapts perfectly to business needs and integrates with existing infrastructure.
• Customization:
  • Customize workflows, dashboards, and features to fit specific business requirements.
• Email Integration:
  • Send and receive emails directly within the platform to simplify workflows.
• SMS Integration:
  • Send real-time SMS alerts, reminders, and updates to customers.
• Social Media Integration:
  • Bring social platforms into one dashboard for easier management.
• Robust Security Measures
  • Implements advanced security protocols to protect sensitive business and customer data.
• Highly Secure Access:
  • Limit user roles and permissions with strict access control.
• Voice Encryption:
  • Encrypt all voice data during calls for end-to-end secure communication.
• Session Handling:
  • Secure every session with multi-factor authentication and dynamic controls.
• Cross Site Attack Prevention:
  • Prevent cross-site attacks using secure development practices and firewalls.
• No Data Injection:
  • Protect data with hardened input fields and secure database architecture.