Want to make it easier for your contact centre teams to deliver excellent customer service every time? VoxivoCX uses cloud tech to make it happen. Designed for amazingly fast agent adoption and great value, this cloud contact centre enhancement to Voxivo has all the features you need to boost efficiency. Work smarter and smoother with its agent portal, supervisor tools, performance reporting and leading CRM systems integration.
Customers don’t have time to waste. Skills-based routing ensures they speak to the right agent first time. When problems are resolved at first contact, everyone’s happy.
Sometimes agents need a helping hand. Tools like recording, monitor, whisper and barge let supervisors support skilfully.
Every day’s a school day in a contact centre. Analytics insights ensure every efficiency lesson is learned – with live performance monitoring, multiple dashboards and powerful reporting.
VoxivoCX integrates seamlessly with your Voxivo cloud phone system – cue timely call transfers and expert conferencing. When your contact centre is fully backed by all your business resources, you deliver new levels of customer service.
Monitor compliance and manage risk with speech analytics. Features like rapid voicemail to text transcription let you dig deeper into every conversation, word for word.
Expand your offer and extend your reach with custom application developments. VoxivoCX is easily enhanced with new features that help you stay ahead.
VoxivoCX Creators – We made it for you
We built VoxivoCX, so we care about making it work brilliantly for your business. No one supports you better than our experts.
Easy optimization
VoxivoCX evolves to meet your changing business needs. Because it’s our tech, we can accommodate your future feature requests.
Rich experience
With over 20 years’ experience in diverse public and private sector environments, we know what it takes to make contact centres work like a dream.
There are 4 different levels of access to the Voxivo CX contact centre. This provides or denies capabilities to users. It is also possible to provide multiple levels of access to a user.
Agents and supervisors use the same desktop, but access different screens and functions based on their permissions.
You can support and train your agents with this feature. You have the option of silently monitoring a call, whispering to an agent to guide them on a call or even dropping in on a call to speak directly with a customer.
Supervisors have the controls to pause, un-pause, log on, log off agents from queues.
Monitor your contact centre on a minute by minute basis and view real time information of agents, queues and calls.
Route calls to the right team or agent according to your own business rules. Enable your customer to clarify their needs for a more personalised service.
Skills-based routing directs callers with appropriately skilled teams, so you can ensure every customer gets to speak to the right agents.
This feature allows you to efficiently deal with call traffic peaks without losing important customer calls and projects a professional image of your business. Instead of getting an engaged tone, your callers are answered automatically and held in a queue.
VoxivoCX dashboards are highly visual and useful in deriving meaningful insights into different aspects of your contact centre. Find out which agents are most productive, which queues are performing better as compared to others and the overall performance of your contact centre amongst other metrics.
VoxivoCX dashboards are highly customisable and easy to set up. Simply create a new dashboard and start adding graphical widgets depending on the metrics you would like to see.
You also have the option of downloading reports which can be used to share with colleagues or to further analyse contact centre data.
VoxivoCX has a flexible scheduler feature which allows users to set up scheduled reports for colleagues or senior management. Schedule minute-by-minute, hourly, daily or monthly reports depending upon your needs.
Monitor status of your agents, skills, calls in progress and important metrics. You can also view timelines of active calls by the minute, to view how much time has been spent by agents talking to a customer versus time on hold.
View real-time business critical metrics on VoxivoCX’s wallboard so that you never miss important information about your contact centre. The wallboard is responsive to different screen sizes for easy visibility.
This feature empowers employees and reduces the burden of phone administration on admin and technical teams.
This allows users to work anywhere, so they can answer calls and also keep their personal mobile number private.
Click-to-Call allows a user to make calls on a phone number in the user’s contacts, call logs, as well as anywhere on the web, simply by clicking on the phone number.
Users can view inbound, outbound and missed calls in their call logs. This feature is useful in tracking date, time and duration of calls, and returning calls by using click to call by simply clicking on the numbers.
Users can search, view, listen to and download their call recordings from their user portal. This feature is helpful if a user wants to review an important conversation.
Divert calls to another number, either an extension, external phone number or mobile number. Give users the flexibility of working anywhere.
Users can transfer their calls to another extension or department. This feature is particularly useful when people need to explain what the call is regarding before they transfer.
This makes it possible for users to be aware of important calls and they can choose to either answer the call, and put the current call on hold, or reject the incoming call.
Caller ID feature displays the name of the caller on your handset, so you can identify the call before choosing to answer or reject the call.
This feature can be used to distribute calls from a single phone number to multiple extensions. This helps in distributing a large volume of incoming calls amongst different team members. e.g. Sales, account management and customer service teams.
Voicemail to email provides users with an email notification of new voicemails. Users get to know about the number of the caller, the time of the call and the duration of message. Additionally, users can choose to attach audio messages with the email.
An intuitive, responsive design means homeworkers enjoy the same features and functionality at home as in a physical contact centre. Supervisor control means they’re constantly supported and monitored.
Skill-based routing helps agents provide customer resolutions at first contact and analytics features exploit data to provide actionable insights.
Yes. Onboarding is fast and simple, and integration is smooth. Your customers will feel the benefit when your contact centre is closely connected with every other aspect of your business.
As VoxivoCX providers, we’re always on hand to help you make the best of VoxivoCX by optimising with special features that tweak and tune your contact centre performance.
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In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.
