EVOX Connect Call Center

Make every call count

An intelligent and scalable way to answer and direct customer calls for a better customer experience that even a small business can afford.

A happier customer even
before the call begins

IVR (Interactive Voice Response)

With “Instant Response” and “Instant Pickup” features, customers no longer have to wait long. IVR answers and responds immediately to incoming calls. For common inquiries, the system can automatically play pre-recorded voice messages so callers get the information they need right away. This frees agents up to focus on providing personalized service for more complex calls.

Once the call is answered, the IVR can collect basic information about the customer’s needs through system prompts and caller selections (voice or key presses). The call is quickly directed to the appropriate agent for efficient handling.

EVOX Quick Tutorial - What is IVR?

IVR (Interactive Voice Response) is the technique of interacting with a caller with a voice menu and responding to the digit input with voice messages. It can also be used to determine how best to direct the call.

ACD (Automatic Call Distribution)

Once the IVR system collects information from the caller, the ACD routes the call to the most appropriate agent or department. Callers with a routine request or questions are directed to a pre-recorded message. Callers that require more personal care are directed to the right agent or team to resolve their issue.

Program your system to automatically identify VIP customers and send them directly to an assigned agent or team. This improves efficiency and customer support loyalty by providing an exclusive call experience.

EVOX Quick Tutorial - What is ACD?

ACD (Automatic Call Distribution) is a computer system that answers and distributes customer calls without using a live operator. It is used by all major institutions that deal with a high volume of customer calls, including banks, travel, hospitality, retail and utility services.

Call queuing and distribution

Customer calls arrive in waves, such as when people get to the office in the morning or right after lunch break. There will never be enough agents to answer all calls at all times. With call queuing calls are answered in an orderly manner as soon as an agent is available.

If more than one agent is free, the call will be sent to an agent according to the selected algorithm. This makes sure agents are treated fairly and no one is overloaded.

There will be times when the wait time will be just too long. It is important to offer callers the option to leave a message or to simply call back later, so they are not left waiting in “IVR purgatory.”

Call Recording with
call notes and privacy protection

Call Recording

The system automatically plays a warning before starting the recording to protect the rights and interests of both caller and callee. All legal recordings are automatically stored and backed up in the cloud, and you can listen to them any time in Connect Manager or the PC App.

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Notes

With the PC App agents can easily record call notes during a call. Notes effectively document customer interactions so teams can understand customer relationships at a glance.

Post Call Surveys
for continuous improvement

You can use Connect Manager to quickly design call questionnaires.

Question content: Create survey questions by uploading voice files, recording online or entering text to automatically convert to voice.
Customer responses: Feedback can be delivered via a digital menu or direct audio response.

Once a survey is created, the system automatically generates customer response, statistical and trend reports for analysis.

Omnichannel Communication
Create the Best Service Experience for Your Contact Center

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Social Messaging Center

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with EVOX Connect

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Make every call count