Unified IP-PBX

Mobility Dynamics in Enterprise Agility.

IP-PBX system in Nigeria

This is a telephony system that finally provides telephone calls over IP data networks. IP-PBX provider offers the most better-quality features in the industry of private branch exchange. The system can be built-in or can be linked with the external working of PBX.

Features provided by IP-PBX system

Voice Mail
A caller can leave a message when nobody is available in the call center to receive a call.
Follow Me
This feature permits the call center calls to be self-assured to other extension numbers when the agents are busy answering.
CDR REPORTS
IP-PBX provider provides a comprehensive record of all calls, extensions and billing systems.
IVR
It is a service for a caller to take input by self for forwarding the call.
Web Management
Web-based access of calls is available for easy management.
Global Directory
All contacts of the center are visible globally to all users in the system.
Call Forwarding
Calls are forwarded to Mobile Number or other extensions when user not available.
Conference
Domestic as well as exterior conference calls can be made with the support of the IP-PBX system.

Communication with users through the web browser

SMS : SMS service to group individually

Manage Contacts : Groups of contacts can be formed or managed

Fax : Send and receive FAX by downloading or uploading TIFF Files.

Chat : Access of chatting access with other extensions

Email : Sending email facility for individuals and groups

Features for an extension level

Follow Me :An extension number is available to forward a call that is not answered

Extension Phone : For connecting through extension, there is a choice between IP-phone, Softphone or analog phone

No Extension Hardware In Server : For an extension number through the IP-PBX system, no extra peripheral is required

Extension Rights Control :Rights can be definite for calls like recording, forwarding, conference, email, and fax.

CONNECT WITH EXISTING INFRA..

"Bridging Your Customer Solutions"

Customization : As per your business process requirement.

PBX Integration : Can be integrated to any external PBX on standard interfaces like PRI/SIP.

Email Integration : Email can be integrated with ConVox IP-PBX.

SMS Integration :SMS can be integrated with ConVox IP-PBX.

SECURITY ASPECTS

"IP-PBX is a solution to ensure the safety of your call center"‚Äč

Highly Secure Access : Limited used privileges and typing of the masked password

Voice Encryption :Intrusive is avoided between servers and agents by IP-PBX

Session Handling : Without login of admin, no user is approved to view the reports

No Data Injection : My SQL server is used to protect data injection

Cross Site Attack : All apps are held against cross-site attack

Frequently Asked Questions(FAQ'S)

What is Call Center software?

Ans : Call center software is a solution that helps a call center to manage its operations therefore increase the efficiency, effectiveness and get the best productivity from call center agents. Call center agents can access the right information and knowledge about a customer's history to improve the overall customer experience.

What is the benefit of call center software?

Ans : Call Center software serves as a backbone of customer communication. It helps to increase overall productivity and enables agent to handle both incoming and outgoing calls in an efficient manner.It also enables easy tracking of calls for quality of service.

What is the purpose of call center solution?

Ans : Call center solution is used for improving customer experience and to increase the productivity of a call center by enabling with the proper information. It also enables live monitoring, call barge-in, call coaching and MIS of agents.

What is ACD in a call center software?

Ans : Automatic Call Distribution or ACD, is a module commonly available in a call center software. It is a business logic to distribute incoming calls to contact center agents or employees with specific skills to handle a large volume of inbound calls.

What is Call Queue in a call center software?

Ans : A call queue places incoming calls in line to be answered while agents are busy with other calls. The queued calls are distributed to the next available agent in the order received.We can route the incoming calls to different queues based on the preference defined.

What is meant by Auto dialing / Predictive Dialing in a call center dialer?

Ans : The predictive dialer predicts, when an agent will be free to take the call. Predictive Dialer in a call center software, dials the call for an agent before he is free, to make sure that he gets a call just after finishing exiting call. Thus ensuring agent is busy most of the time and get more productivity.

What is the maximum pacing allowed in ConVox call center dialer?

Ans : Pacing ratio is proportional to the number of calls dialed by a predictive dialer for a free agent. ConVox call center dialer allows upto 10 pacing.

What is meant by Progressive Dialing in a call center dialer?

Ans : On completing the previous call (or moving from "Wrap-up" to "Go ready") the Call Center Dialer automatically dials the next number on the list.

What is preview dialing in a Call Center Dialer?

Ans : Preview Dialing is a dialing mode of Call Center Dialer. In Preview dialing mode, the agent can see the customer details before calling. He can place a call by clicking the dial link available in the data points in selective way from the uploaded data.

Does ConVox Call Center Software ensures 100% call recording (voice Logging) in call center? How can admin download the recordings?

Ans : Yes, ConVox Call Center Software ensures 100% call recording (voice Logging) . Admin can download the call recordings from call recording report.

Does ConVox Call Center Solution support Barge-In and Hot Transfer in a call center?

Ans : Yes,ConVox Call Center Solution supports Barge-In and Hot Transfer.

Can Agent schedule call backs in ConVox Call Center Software?

Ans : ConVox Call Center Software allows agent to set call backs and even shows the list of call backs so that agent can call customer on time.

Will ConVox Call Center Solution supports blended call center operations?

Ans : Yes ,ConVox Call Center Solution supports Incoming,Outgoing and Blended call center.

Can we monitor all call center agents in real time in ConVox Call Center Solution?

Ans : ConVox Call Center Solution has inbuilt dashboards and wallboards which display the information of all the agents in a call center.

How do I Manage multiple IVR in ConVox call center software?

Ans : ConVox call center software allows user to create multiple IVR and Sub-IVR in an easy to operate GUI

Is Scheduler option available in ConVox call center solution?

Ans : Yes,Scheduler option is available in ConVox call center solution.

What do you mean by Number Masking in ConVox call center solution?

Ans : ConVox call center solution provides a unique feature which masks client mobile number on agent screen to ensure database security.

What do you mean by dynamic CRM in ConVox call center solution?

Ans : ConVox call center solution has an inbuilt module where user can create his/her custom CRM template as per process requirement. Same will pop-up on agent screen when a call is given to the Call Center Agent.

Will ConVox Call Center Solution allow user to activate and upload DNC(Do Not Call) number?

Ans : ConVox Call Center Solution allows user to activate and upload DNC(Do Not Call) number.

What is average talk time or average handling time (AHT) in a call center solution?

Ans : Average Talk Time or average Handling Time in a call center solution is the interaction time spent with a client on an average.