ConVox Ticket Management System (TMS) is a cutting-edge, centralized platform designed to optimize an organization’s internal processes, simplify issue management, and facilitate task resolution. This innovative solution aims to ensure a balanced workflow and superior service delivery, bridging the gap between efficient task handling and exceptional customer satisfaction. It is particularly beneficial for call centers, helping them manage grievances and operations to increase efficiency, effectiveness, and agent productivity by providing access to customer history and relevant information. The TMS integrates seamlessly with various CTI (Computer Telephony Integration) and Omni Channel solutions available in the market. It also includes an extensive API library for automated ticket generation from diverse sources such as PSTN calls, emails, WhatsApp, website chatbots, and social media platforms. Furthermore, ConVox TMS supports multi-media gateways, including SMS, email, WhatsApp, and voice notifications, to ensure users receive timely alerts and updates regarding their tickets.

Features & Benefits

• Automated Ticket Routing and Assignment
  • Automatically assigns tickets to the right agents to reduce delays and streamline service resolution processes.
• Real-time Requester Status Updates
  • Provides live ticket status updates to requesters for transparency, trust, and better customer experience.
• SLA (Service Level Agreement) Management
  • Tracks and enforces SLA compliance to ensure fast, reliable, and high-quality service delivery every time.
• Performance Analytics and Reporting
  • Uses real-time analytics to monitor ticket trends, agent efficiency, and identify areas needing improvement.
• Ticket Metrics & SLA Reports
  • Offers access to clear metrics and SLA reports for easy evaluation of performance, compliance, and service timelines.
• Customizable Ticket Title
  • Allows naming tickets based on context or need to improve clarity, organization, and agent understanding.
• Customizable Ticket Categories and Priorities
  • Enables defining custom ticket categories and urgency levels to fit business structure and operational strategy.
• Multimedia Notifications & Reminders
  • Sends ticket updates and reminders through SMS, email, WhatsApp, or voice to keep users informed.
• Ticket Merge and Linking
  • Combines duplicate or related tickets seamlessly to avoid confusion and improve resolution accuracy.
• Integration with Other’s Systems
  • Connects with CRMs or third-party tools to create a unified, efficient, and scalable service ecosystem.