AVOXI Smart Queue – A Virtual Call Center Solution

CallForwarding is now offering AVOXI Smart Queue, an enterprise class virtual call center solution. This virtual call center solution offers many features that traditional systems do not offer, at a fraction of the cost.   AVOXI Smart Queue powers virtual call centers worldwide, and provides support for virtual agents.

CallForwarding is now offering  a virtual call center solution, AVOXI Smart Queue.  This virtual call center solution is cloud hosted (no equipment on premise) and offers many features that traditional solutions do not offer, at a fraction of the cost.  Our virtual call center solution is built on open-source technology that provides the same features and functionality as proprietary call center platforms.  Smart Queue offers no capital investment, requires less maintenance and has a low total cost of ownership compared to a traditional call center PBX.  With cloud technology, no new equipment is needed on customer sites using AVOXI Smart Queue.

Features and Functionalities

AVOXI Smart Queue includes many features and functionality that are flexible for your business and will increase your call center productivity and performance. A few of the many features are described here.

Real Time Monitoring and Remote Time Monitoring

In a Virtual Call Center, most employees work remotely from different locations.  Because of this, our customers are often concerned about their ability to monitor their agents.  Smart Queue Virtual Call Center software allows you to monitor your agents in real-time by monitoring over 150 quantitative metrics of inbound and  outbound call center activity.

As a call center manager, you can measure budget targets, SLA targets, agent activity and more, with a level of details that goes down to listening to any call on any queue – and right from your browser.

Call Recording

Most Virtual Call Center software comes with the Call Recording feature.  With this feature, you can listen to and download any call that takes place over your call center service.  In terms of monitoring your agents, Call Recording is essential.  It gives you the ability to go back and listen to any phone conversation.  This allows you to use past calls as a training tool for your agents. You can use call recordings to for coaching and training to improve the customer experience and agent performance.

Live Monitoring

For those looking to listen in on agents’ calls to assist with agent coaching, Live Monitoring is a must have feature. You can listen to calls remotely right when they’re happening. This feature is helpful for giving feedback to an agent immediately following a call.

Call Whisper

To tie in with Live Monitoring, a feature called Call Whisper is becoming popular for supervisors who frequently listen in on calls.  This feature allows you to coach your agents in real-time without the customer being aware.  With this feature you have the ability to improve the customer service experience in real-time.

Agent Reports

With Virtual Call Center software, many insightful reports are available for download and analysis. These reports give you up-to-date information about each of your calls and agents.  You can monitor how many calls a specific agent takes, how long each call lasts and a variety of other statistics that will help you analyze both inbound and outbound calls.

As you can see, with AVOXI Smart Queue, your agents can work in nearly location where Internet access is available, and you can easily manage their performance in your virtual call center.  By using a combination of the features above, you can effectively monitor your agents,  improve your customers’ experience, and increase overall sales or improve service delivery.