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.
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.
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.
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.
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.).
Send voice messages via e-mail for every extension.
Number that the user has to dial to lock or unlock his phone.
To join a conversation
The Authorization Code allows the TVox Communication user to make calls not permitted by your authorization for a fixed period.
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.
Allows a TVox user to answer a call that is ringing on another user’s phone.
Answering a phone called in intercom mode automatically happens in hands-free mode
Allows you to schedule the call back of a busy extension.
Customization of schedules, calendars, hold music and welcome messages.
Route outgoing calls using operators and lines at more convenient rates.
This function permits the simultaneous communication between an unlimited number of interlocutors and is accessible via a PIN.
Divert calls on an external line.
Can store frequently dialed numbers.
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.
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
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.
Centralised management of company contacts.
Using smartphones as if they were cordless