You can support and train your agents with this feature. You have the option of silently monitoring a call, whispering to an agent to guide them on a call or even dropping in on a call to speak directly with a customer.

Supervisors have the controls to pause, un-pause, log on, log off agents from queues.

This feature allows you to efficiently deal with call traffic peaks without losing important customer calls and projects a professional image of your business. Instead of getting an engaged tone, your callers are answered automatically and held in a queue.

While they are waiting for a staff member, they can receive personal messages or greetings and music. You can set up call queues in Voxivo and adjust various parameters such as announcements, hold time, announcing queue positions etc.

Skills-based routing directs callers with appropriately skilled teams, so you can ensure every customer gets to speak to the right agents.

CX dashboards are highly customisable and easy to set up. Simply create a new dashboard and start adding graphical widgets depending on the metrics you would like to see. CX provides approximately 100 graphical widgets that can be viewed in a table, bar graph, line graph or pie chart.

You also have the option of downloading reports which can be used to share with colleagues or to further analyse contact centre data.

CX has a flexible scheduler feature which allows users to set up scheduled reports for colleagues or senior management. Schedule minute-by-minute, hourly, daily or monthly reports depending upon your needs.

Monitor status of your agents, skills, calls in progress and important metrics. You can also view timelines of active calls by the minute, to view how much time has been spent by agents talking to a customer versus time on hold.

View real-time business critical metrics on Foehn’s wallboard so that you never miss important information about your contact centre. The wallboard is responsive to different screen sizes for easy visibility.

Users can transfer their calls to another extension or department. This feature is particularly useful when people need to explain what the call is regarding before they transfer.

This feature allows users to transfer a call to a ring group or another person without speaking to them first.

Users can get a notification of an incoming call when they are busy on an existing call. This makes it possible for users to be aware of important calls and they can choose to either answer the call, and put the current call on hold, or reject the incoming call.

Caller ID feature displays the name of the caller on your handset, so you can identify the call before choosing to answer or reject the call.

The hunt group is a group of extensions to which calls can be sent in order to locate an open line when a call comes in. This feature can be used to distribute calls from a single phone number to multiple extensions. This helps in distributing a large volume of incoming calls amongst different team members. e.g. Sales, account management and customer service teams.

Voxivo makes it easy for you to set up hunt groups right from the admin portal. You also have the option of including external numbers in your hunt groups.

The Voicemail feature is helpful for users to access messages from calls they are unable to answer. Voxivo provides mailboxes for individual extensions as well as for groups or departments. Users can view, save, forward or delete their messages. They also have the option of receiving message alerts via email with the audio message attached.

Mailboxes can also be configured to work with your IVR set up. You can send calls that you receive during holidays or after business hours directly to mailboxes, so you never miss important calls.

Employees can set up their own custom voicemail greetings through their handset.

Voicemail to email provides users with an email notification of new voicemails. Users get to know about the number of the caller, the time of the call and the duration of message. Additionally, users can choose to attach audio messages with the email.

This feature is very useful to quickly revert to your voicemails as it does not require you to dial into your mailbox. As the audio message is attached with the email, important messages can be filtered out and call-backs can be prioritised.

Contact management allows users to create and manage their own contacts directory. Users have the option to add contacts from the corporate directory or create their own contacts.

Users can also directly dial a number in their contacts list from within Voxivo. This can be done using Click-to-Call functionality.

Voxivo’s presence feature allows users to instantly view status of their colleagues – whether they are available, busy or away.

Conference calls provide a way for multiple parties to participate in the same conversation. With Voxivo, you can set up multiple conference rooms for different teams and also password protect rooms to prevent unauthorised access. It is also possible to assign account codes to conference rooms.

Have one to one or multi-party video conferencing sessions in high resolution.

Send and receive files to and from your contacts.

Set up meetings 1-to-1 or with groups. You can share meetings using the link to email or even via SMS.

Use screensharing and whiteboards to strengthen communications and collaboration in meetings.

This feature makes an incoming call on the user’s extension ring multiple extensions or devices at the same time or sequentially. Users can enable this feature and set up multiple devices from their user portal. For example, when a call comes in, a user can choose to ring their desk phone, home phone and mobile phone either at the same time or one after the other to ensure they never miss a call.

This allows users to work anywhere, so they can answer calls and also keep their personal mobile number private.

Click-to-Call allows a user to make calls on a phone number in the user’s contacts, call logs, as well as anywhere on the web, simply by clicking on the phone number.

This increases efficiency as users can dial directly from screens, without having to key numbers in softphones or desk phones and removes the risk of incorrectly dialled numbers. This can also result in a higher number of outbound calls for sales organisations as they can focus more on selling.

Users can view inbound, outbound and missed calls in their call logs. This feature is useful in tracking date, time and duration of calls, and returning calls by using click to call by simply clicking on the numbers.

Users can search, view, listen to and download their call recordings from their user portal. This feature is helpful if a user wants to review an important conversation.