CONTACT CENTER

INTRODUCTION

VOX provides consulting and solutions to support and enable today’s most productive and efficient Contact Centers. The state-of-the-art, omni-channel Contact Center is here, and our team of consultants and technologists can help you understand:

THE LATEST DEVELOPMENTS IN PROCESSES, TOOLS & TECHNOLOGIES

THE INTEGRATION & OPTIMIZATION OF COMMUNICATION CHANNELS

ROBUST HISTORICAL & REAL-TIME REPORTING & ANALYTICS

WORKFORCE OPTIMIZATION FOR AN IMPROVED CUSTOMER EXPERIENCE

METHODS TO IMPROVE FINANCIAL PERFORMANCE

Contact Center Assessment

Download the overview, and see the impact VOX makes on your Contact Center

VIDEO HIGHLIGHT

vPOP Methodology at Renown Healthcare

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Contact Center Solutions

SOLUTIONS

COMPUTER TELEPHONY INTEGRATION (CTI)

Increase service levels and contact center efficiency by connecting desktop and network hardware to empower presence, agent to agent transfers across multiple sites, the creation of customer profiles, and recording procedures.

IN/OUTBOUND AGENTS

Where Inbound Agents deal with (potential) customers calling in for information or problems they are looking to solve, Outbound Agents are generally the ones making sales focused calls to (potential) customers. At VOX, we have the engineers and the experience to build a plan based off of what works best for you.

SPEECH RECOGNITION

Speech recognition is the ability of a machine or program to identify words or phrases in spoken language and natural speech and convert them into a machine-readable format to route calls or gather valuable user information.

WALLBOARDS

Wallboards are a visual communication tool used to display real time information related to contact center performance to arm representatives with all of the necessary information to assist customers.

QUALITY MONITORING

Evaluate both call center representative teams and individuals, to ensure you are creating the best possible environment for your customers.

WORKFORCE MANAGEMENT

Improve customer experience by properly engaging best practices such as call spike management, wait time prediction and agent assignment determined by analyzing customer pain points, trends and information.

INTERACTIVE VOICE RESPONSE (IVR)

IVR is a technology that allows a computer to interact with humans through the use of voice and keypad inputs to interact with callers, gather information and route calls to the appropriate recipients to reduce call center costs and increase efficiency.

APPLICATION INTEGRATION

By implementing software to integrate customer information from your website, call centers and marketing software directly into your CRM, you save time by limiting manual entry while creating an expansive and accessible database of integral customer information.

CALL RECORDING & ANALYTICS

Create a record of calls and conversations to ensure quality and compliance while collecting and analyzing valuable end user information.

CALL REPORTING

Monitoring and analyze your contact center to determine peak traffic times, performance metrics, productivity indicators, costs etc., to further evolve your contact center functions to best serve your customers.

VOX CONTACT CENTER

TOOLS & TECH

Earn the respect of our clients through engaged listening, stout recommendations, responsive communications and unquestioned integrity.

CHANNEL INTEGRATION

Produce tangible results by delivering solutions that increase revenue, improve efficiencies and enhance the customer experience

REPORTING & ANALYTICS

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

WORKFORCE OPTIMIZATION

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

FINANCIAL PERFORMANCE

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

TOOLS & TECH

Earn the respect of our clients through engaged listening, stout recommendations, responsive communications and unquestioned integrity.

CHANNEL INTEGRATION

Produce tangible results by delivering solutions that increase revenue, improve efficiencies and enhance the customer experience

REPORTING & ANALYTICS

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

WORKFORCE OPTIMIZATION

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

FINANCIAL PERFORMANCE

Provide technology-based solutions that align with organizational strategy and cater to each client’s unique scenario.

TECHNOLOGY PLATFORMS

ON-PREM

CLOUD

HYBRID

XaaS

A Comprehensive Approach

We deliver unified and highly customized contact center and reporting solutions that build your brand and foster long-term loyalty. Improve your ability to evaluate critical statistics and handle a variety of customer interactions efficiently and effectively. The VOX team has deep contact center expertise from both business and technical perspectives. We can help you navigate escalating customer expectations, new and evolving technology solutions and growing business requirements.