PBX

The new generation exchange telephone system

TVox Contact Center unites all the conventional telephone exchange functions while integrating innovative technological aspects which differentiate companies that intend to modify their efforts in order to gain the attention of the client.

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CONTACT LISTS

The heart of the communication system

Whether integrated into TVox or connected to customer database, the contact list is a key aspect of professional contact management. Recognizing the caller is the foundation for embarking on the road to improvement of customer experience, but TVox allows you to further personalise the information that is presented to responding users who then respond through custom fields which can be enhanced manually or automatically through integration with enterprise systems.

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PERSISTENT INTERACTIONS

You choose when an interaction with customers or colleagues is concluded

With TVox Contact Center you can choose if an interaction has ended or not. In fact, during a workday, it often happens that we risk forgetting communications which involve subsequent management. The continuation of interactions which you deem most urgent, allows you to create an activity list that can be enriched with additional information through personal notes.

PERSONAL NOTES

Because your work doesn’t finish with a call

The Note system allows the association of a list of activities with different priorities with a contact inside or outside the company, with whom you have interacted by phone or chat.

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COLLABORATION

Collaborating with colleagues can be easier and more productive

Knowing if a colleague is at the PC or is engaged in a conversation, activate an automatic notification that lets you know when the phone status is free for your video call are just a few examples of the tools that TVox Contact Center provides to make collaboration easier and more productive.

FUNCTIONS

IVR

Optimize call flow through voice menu and digit code to quickly reach the desired business sectors. It’s possible to integrate with company applications through a library of connectors accessible via web services created ad hoc that use the most diffused software technologies (https, xml, soap, etc.).

VoiceMail

Send voice messages via e-mail for every extension.

Lock

Number that the user has to dial to lock or unlock his phone.

Intrusion

To join a conversation.

Authorization Code

The Authorization Code allows the TVox Communication user to make calls not permitted by your authorization for a fixed period.

Public/Private Parking

There are two ways of parking calls: private parking allows the resuming of a call only by the user who parked it while public parking gives that ability to anyone.

Call Pick Up

Allows a TVox user to answer a call that is ringing on another user’s phone.

Intercom

Answering a phone called in intercom mode automatically happens in hands-free mode

Call back to engaged extension

Allows you to schedule the call back of a busy extension.

Calendar

Customization of schedules, calendars, hold music and welcome messages.

Routing to the lowest cost

Route outgoing calls using operators and lines at more convenient rates.

Conference Internal/External

This function permits the simultaneous communication between an unlimited number of interlocutors and is accessible via a PIN.

Divert

Divert calls on an external line.

Speed-dial

Can store frequently dialed numbers.

Servizio Giorno/Notte

A flexible service for distributing calls differently and changing authorisations.   Can be controlled by a timer and support voice messaging to automatically signals feast days, holidays, etc.

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Statistics

Reports and statistics are available in both the IVR and user level. Reports may be created in two ways: by using the appropriate WEB module or directly accessing with third party tools the analytical database where ingoing and outgoing telephone traffic data are stored.

Provisioning

Manages the updating of firmware and configuration of the phone terminals in automatic mode, minimizing the activation times of the devices and centralizing the settings. Provisioning is based on the association between MAC ADDRESS and the extension assigned to the phone. The telephone terminals managed are: Yealink, Snom, Polycom, Grandstream and Cisco. If a DHCP server is available, the provisioning function becomes self-provisioning. In this case it is necessary to add the appropriate directives to the telephone terminals on your DHCP server to reach the TVox.

Contact List

Centralised management of company contacts.

Mobility

Using smartphones as if they were cordless.

COMPATIBLE HARDWARE