| GENERAL CALLS FUNCTIONS |
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| Calls are made or received via internet browser using WEBRTC technology |
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| Detailed customer identification |
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| A centralized database that connects all communication channels and customer information in Oxon Timeline |
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| Call recording |
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| Call end reasons with automatic actions (send automatic email/sms, create a new ticket, move a contact to another database, block a customer’s number) |
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| Blended Multi-channel Communications |
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| Creation of callback or meeting |
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| Collaboration between agents for managing situations and solving customer problems |
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| Advanced call control features |
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| Multifunction call forwarding (second line, blind call forwarding, forwarding to favourite contacts) |
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| Customer tag system |
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| Call Dispositions and Notes |
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| Professional tools for CATI> surveys |
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| Automatic client recognition from client CRM or back-end systems |
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| Visual call scripts builder |
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| NPS – “net promoter score”. Automatic SMS after a call to rate customer satisfaction |
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| INBOUND CALLS FOR CUSTOMER SERVICE & SUPPORT |
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| Queues configuration. Calling strategies, actions configuration if nobody answered a call, work scheduler, automatic actions according to the situation |
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| IVR – interactive voice recognition |
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| Queue Voicemail |
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| Proactive Notifications |
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| Calls and data distribution according to the call topic |
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| Live SLA monitoring and auto-notifications via SMS or email |
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| Case Management & Agent Collaboration |
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| OUTBOUND CALLS FOR SALES, MARKETING & DATA COLLECTION |
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| Manual, Semi-automatic, Automatic and contact list dialing modes |
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| Predictive Dialer |
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| Outbound Call Regulation Compliance |
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| Revenue and commissions management tools for whole campaign and by agent |
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| Prioritise calling lists & leads real time |
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| Duplicate detection |
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| TICKETING SYSTEM, EMAILS/SMS |
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| Automatic email conversion to ticket |
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| Ticket queue management |
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| Ticket groups for mass queries |
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| Ticket merge |
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| Internal notes |
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| E-mail/Ticketing templates with dynamic fields |
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| Ticketing tags |
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| Ticketing custom fields |
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| Customer interaction history |
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| Call from ticket |
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| First and second line ticketing support |
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| Automatic client satisfaction survey after ticket is closed |
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| Mass email and mass SMS sending to selected contact databases |
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| Individual email/sms writing on demand or after call |
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| WEB-CHAT |
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| Real time conversation with customers via webchat widget |
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| Chat queue |
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| Full chat widget customization |
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| Customizable greetings |
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| Multiple brandings |
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| File transfer between agent and customer |
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| “Offline” or missed chat transformation to ticket |
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| Chat transfer between agents |
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| Call from chat |
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| Satisfaction evaluation |
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| SOCIAL: FACEBOOK |
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| Real time conversation with customers via Facebook Messenger |
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| Facebook chat history |
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| Customer interaction history |
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| Integration with unlimited Facebook pages |
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| File transfer between agent and customer |
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| Customizable greetings, offwork messages |
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| PRODUCTIVITY TOOLS |
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| Real-time dashboards for all channels |
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| Real-time agent and call monitoring and their performance evalution by team leader |
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| Extensive historical reports of omni-channel |
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| Favorite reports |
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| Reports scheduler |
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| Export to excel and csv |
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| Web-based administrator |
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| Home-based and Remote Agents |
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| Contact history Timeline |
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| Agent work time log. Away, cofe break log |
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| Flex Hours | Easily Add Temporary Agents When Needed |
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| Data tables, graphs and charts |
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| Automatic contact list separation |
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| Agent callendar all tasks, meetings, callbacks. Monitor by team leader |
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| Custom fields (customer, company, ticket) |
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| API integrations with CRM and other back-end systems |
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| QUALITY & CUSTOMER EXPERIENCE MANAGEMENT |
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| Customizable evaluation forms |
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| Complete Omni-channel satisfaction surveys |
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| Full Customer Interaction on different channels |
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| Campaign’s service level tracking |
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| SUPPORT SERVICE |
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| Phone support |
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| E-mail support |
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| Dedicated account manager |
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| Onboarding coach (additional fees) |
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| VIDEO CALLS |
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| General Video Calls features |
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| CHATBOT |
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| General Chatbot features |
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