Voxys has presented an updated version of the OmniVox platform for customer communications management. The solution combines voice and digital communication channels, inquiry automation, artificial intelligence tools, and contact center performance analytics.
In the new version, the platform features a unified workspace for operators. Customer communication history, CRM, and a knowledge base are accessible within a single interface. This allows employees to avoid switching between different systems and process requests faster.
Chatbots are provided to automate routine inquiries. They can independently answer questions about orders, delivery, returns, and loyalty programs. If an issue requires specialist involvement, the dialogue is transferred to an operator along with the communication history.
OmniVox has also introduced an AI prompter and speech analytics. The former analyzes conversations and suggests response options and next steps to the employee, including handling objections and offering additional services. Analytical tools help identify the causes of customer dissatisfaction, repeat inquiries, and purchase abandonments.
Contact center managers received dashboards to monitor workload, queues, response times, SLA compliance, and employee efficiency. Analyzing customer dialogues also helps identify issues in products, applications, and service processes.
The platform is designed for companies with high inquiry volumes and supports integration with corporate information systems.