ConVox Call Center Solution Effective Complete and Comprehensive Solution for your Call Center
Why Should you Consider a Dialer for your Contact Center? Many organizations make the decision to replace hunt groups with contact centers in order to Improve customer service To give your customers a central point of contact? To give your customers a better, more consistent experience? To improve your responsiveness to customers? To provide customers with improved first contact resolution? Improve profitability So you never miss a customer call or a sales opportunity again? So your best customers always get to speak to your best salespeople? So your calling volume enhanced to reach larger sales targets 2
General Setup features of ConVox CCS Real time monitoring of agents Login/ Logout/ Timeout, for effective Call Center management Comprehensive CRM interface to accommodate all kind of scripts, record customer details and disposition of calls Complete and high quality voice recording of conversation between agent and customer 3
General Setup features of ConVox CCS Multiple Process can be handled from the single server ConVox takes care of Switching. No need to buy a PBX to handle trunk and extensions Comprehensive and customizable reporting to track the agents and calls in your call center 4
Setup Diagram for ConVox CCS 5
Outbound Calling Features Predictive Dialer Save time and effort in manual dialing. Calls are dialed by a Central Dialer, and live calls are transferred to the agents Dialer can work in Preview Mode as well Excel Sheets (csv format) can be uploaded for calling list Answering Machine ( 85%+) and Fax detection. A customized message can be played for answering machine calls Multiple Campaigns can be handled from the single server Do Not Call (DNC) feature to restrict unwanted calling 6
Call flow for ConVox Outbound dialer 7
Inbound Calling Features 8
Call flow for ConVox Inbound dialer 9
Screenshot : ConVox Agent Main Screen 10
Screenshot : Admin page Screen 11
Screenshot : CRM Screen 12
Screenshot : External CRM Integration 13
Screenshot : Real Time Screen 14
Screenshot : Schedular 15
Screenshot : IVR 16
MIS Reports Web based Reporting can be accessed from anywhere, any time and from any system Reports are Live! You can take the reports as snapshot, while system is in operation Agent Login Report, Agent Performance Report, Agent Daily Report Process hourly report, disposition Report, Daily Report Call Dump Report, Call Recording Report, Abandoned call report Search individual or set of records based on many criteria. Password Secure Access to the Reports. 17
Screenshot :System report List 18
Screenshot : Distribution Report 19
Screenshot : Agent daily performance report 20
Screenshot : Call Recording report 21
ConVox other Products 22
ConVox IP-PBX Basic Features * Auto Attendant * Voice Mail * Call Conference * Call Barge-in * Call queuing * Voice Logging Advance Extension Features * Maintain Phone Book * Send SMS and Bulk SMS * Send Fax * Chat with other extensions * Click to call * Organize Conference Advance Management Features * GUI for Creating in and out routes, extensions and user management. * GUI for monitoring system resources * GUI for creating IVRS flow 23
ConVox Audio Conference Bridge: A Meet Me and Dial-Out conference bridge with feature like web based monitoring and control of ongoing conference. Very useful features like One Touch Conference, where you can dial a group in a single click and get them in the conference when they pick up. ConVox Voice Logger High quality recording with option of serial or parallel setup. Can record ISDN PRI or VoIP lines 24
IVRS Development Services Our customized IVRS solutions are serving various industry segments like Appointment Booking System Petroleum Booking and Distribution Payment Gateway System University Information System Cinema ticket Booking system Order Booking System Information system for farmers 25
ConVox BCT (Communication Blaster) Unified Platform Groups can be created or uploaded. ConVox presents unified Interface to send E-mail, SMS, Fax or call to these groups. IVRS Messages Calls can play the pre-recorded message and take the user input as digits. Anywhere Access Web browser based access for easy configuration and management. Templates and Voice Files Templates can be maintained for SMS and E- Mail communication. Picture and voice files can be organized for Fax and Voice communication 26
COMPANY BEHIND ConVox OBD is a fast growing software development company in the area of CTI/ IVRS and VoIP. Our products include Call Centre Packages, Conference Bridge, Voice Logger, IP-PBX and IVRS. Head office in Hyderabad with branch offices in Mumbai, Bangalore, Chennai, Delhi and Pune Focus on R&D and innovation Open Source Experts High quality products and strong customer support. 27
INSTALLATION AND MAINTENANCE OF THE SYSTEM Normal Installation Time is 1 Week. Depending on the customization requirement it may take more time. Our Engineers will install and configure the system initially. Training is given to the administrator and users of the system at customer premises. Support is available through Phone Call, Chat, Remote Login and On site visit. Highest commitment for Customer Support. 28
SOME OF OUR ESTEEMED CUSTOMERS 29
Thank you! 30