There are 3 general levels in Oxon system: supervisor, teamleaders and teams. Depending on these levels we designed 2 different software: software for managers/teamleaders and software for workers/agents.
The supervisor manages all the processes, tasks and adjustments. The dashboard with real-time performance, reports, and analytics figures is available for Supervisor.
The team leader has almost the same facilities, he/she works with reports, dashboards, and analytics as well but with restricted access privilege. The team leader manages teams.
The team is consists of agents, who work directly with the clients on making or receiving calls, making chats, mailing with clients and so on. Every agent's performance is displayed for team leaders and supervisors in real-time.
Software for agent:
Communicates with customers through all communication channels
Easy to use interface
We created a system that does not require long onboarding. An agent can learn everything just opening a desktop and navigating!
All channels in one window
The agent does not have to change between windows and tabs anymore and can find answers faster
Customer information & historical timeline
All customer information from every communication channel is pulled in one place to help you see the better view
Software for team leader:
Used by team leaders of the company as well as directors and executives.
Creates & manages workflow
You can create scripts, messages templates and other tools for agents to use. The team leader also see all the upcoming tasks and manage them
Analyses agents performance
See all real-time and past analytics. Manage them by campaigns, groups or agents. Get all the reports you need to see how your teams are performing.
Sees customers problems & satisfaction levels
Manage all the ticket history to get insights into the most common problems and see result graphs showing customer satisfaction
The OXON platform is created to have customer interaction across phone, web-chat, email, social networks connected within a single place.
It’s a beautifully simple system for tracking, prioritizing, and solving Customer Support tickets.
Oxon is not only classical support centre. It’s also a stack of powerful tools for workflow management and customer relationship management. With Oxon you can collect and process data for analytical reports, track employees activity and performance and more many other things. Learn more