Contact Centre
Optimised interactions, happier customers.
Voxone CC Pro
Voxone CC Pro is an add-on service that offers additional PBX functionality and rich insights to improve a call centre’s workflow and increase customer satisfaction.
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Live Dashboard
The PBX Services allow users and business managers to monitor performance levels with live interactions.
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Unified Stats
Voxone’s complete statistics offering with in-app stats and reports in Admin and Power BI stream.
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Pause System
An agent can temporarily sign out of a hunt group and not receive the next call from the PBX queue.
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Call-back in Queue
Instead of the caller waiting in the queue, the agent can call them back when it’s their turn in the queue.
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Wrap Up
Add time for post-call processing before they receive their next call.
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Delayed Hunt Groups
Add more agents in waves. If the primary group doesn’t answer the call, the second group is engaged.
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Auto Logout
When a user is not answering or is in idle mode, the system will automatically log them out of the queue/hunt group.
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Run URL
Run a URL when you have an incoming call.
E.g., Open voxone.co.uk or your CRM system with the number of the person calling.
Intelligent call routing to assist customers anytime, anywhere, on any channel.
Our Intelligent Call Routing system prioritises connecting customers to the agent they previously interacted with.
When an agent answers, they have instant access to comprehensive notes and customer data, thanks to our smart Softphone integration with your existing database or CRM.
A smarter, more efficient customer service experience.
Smarter service
Boost your service with AI, intelligent routing, real-time support, and insights.
Unified communication
Streamline communication with one unified platform for all your business interactions.
Empowered agents
Streamline forecasting, scheduling and performance tracking.
Performance insights
Track contact center performance with advanced analytics.
Optimizing agent performance and service quality
Ensure your agents stay happy and productive by effectively managing their schedules, factoring in call traffic, holidays, and training sessions. You can monitor service quality in real time with powerful tools like screen and voice recording, speech and text analytics, and fair agent scoring to keep performance on track.
Real-time analytics also allow you to measure sentiment, identify brand advocates and detractors, and spot emerging trends that can enhance the customer experience.
Centralized communication and real-time collaboration
Keep everything organised by centralising communication within your team. Easily connect with product experts across your organisation through a shared directory and enable quick problem resolution via seamless call transfers and conferencing.
Whether your agents are working remotely or on-site, you can provide continuous coaching and support through video meetings. Plus, automated alerts ensure that key stakeholders are always informed and up-to-date with important developments.