Cloud Contact Centre

Benefit from moving to cloud contact centre.

Cloud call centre software enables companies of all sizes to offer customer support for their products and services at a fraction of the up-front cost of deploying an on-premise phone system.

A cloud call centre solution means no more costly upgrades, no monthly maintenance charges and zero upfront investment. All updates are delivered seamlessly to the cloud bringing you continuous innovation and the ability to scale.

A hosted contact centre puts you in control. It gives you the ability to manage your agents flexibly – to scale and grow through peak times – through a simple GUI-based interface. What’s more – it’s great for productivity and remote agents.

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What is VoxivoCX – Cloud Contact Centre?

VoxivoCX is Foehn’s solution tailor made for small to medium sized contact centres. It’s simple, intuitive and low hassle. There are no upgrades in the cloud, it’s easy to pay, simple to contract.

The solution includes all the features and more required to operate a highly effective contact centre, an agent portal, supervisor tools, performance reporting, wallboards and integrations with key applications.

Voxivo CX seamlessly integrates with our Voxivo cloud phone system to you can leverage all the resources within your business. Calls can be transferred or conferenced to subject matter experts answer client queries quickly and effectively.

For the Enterprise contact centre there is the market-leading solution Genesys Cloud, implemented by Foehn.

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Essential contact centre features

Interactive Voice Response

IVR is a critical component of any contact centre. With IVR, customers get quick answers to simple questions, and companies identify the right agent to handle incoming calls.

Skills Based Routing

Turn call routing into skills-based routing, allocating expertise and resources efficiently and effectively. Voxivo CX’s skills-based routing capability enables you to route the right call to the right agent, every time.

Customer Relationship Management

Integrated into business-critical applications including Salesforce, Microsoft Dynamics and a host of other CRM systems, Voxivo CX enables popular features such as click to call, screen popping, call logging and call recording.

KPIs to Consider Before Choosing a Contact Centre:

It’s important to understand your options, your current business needs and future requirements before making a purchasing decision for a call centre in the cloud. The greater understanding you have of the metrics that will benefit your organisation the most, the more your contact centre logistics and sequentially, your customers’ overall experience can improve.

Looking for guidance on the steps involved when choosing a cloud call centre? Download our guide to explore the key considerations, including:

Top KPIs you need to consider
Build a true picture of what’s happening with your customer service
7 tips for improving customer experience within your cloud contact centre

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Why Choose Foehn for Contact Centre?

Tailor made to small and medium sized contact centres

So simple you can DIY

Up and running in days

Very scalable very quickly

Don’t just take our word for it!

“Foehn’s guidance and professional services have been invaluable to the implementation of the new systems. Their project management skills have helped deliver one of the best installations that I can remember.”

From the outset, Foehn was active in the build of the system, dealing with the detail of things like adding DDIs and extensions. I’m confident that the Voxivo systems have been deployed on strong foundations and will deliver the improvements in reliability and business productivity that we’ve been looking for.”

Dale Healey, BPL IT & Systems Manager shares his experiences of the Voxivo platform.

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Explore Our Products

Cloud Telephony and Unified Communications

Best for:Small and medium businesses

Features:

Voice
IM and presence
Video Conferencing
CRM Integrations
Visual Dial Plan Editor
Mobile Application
Scripting Capability
And more….

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Cloud Contact Centre

Best for:Voice only contact centres

All Voxivo Features Plus:

Skills Based Routing
Inbound Voice Routing (IVR)
Automatic Call Distribution (ACD)
Supervisor Control
Real Time Monitoring
Dashboards and Analytics
Rapid Deployment
And more….

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Omnichannel Contact Centres

Best for:Enterprise contact centres

Features:

Speech-enabled IVR
Voice and digital channels
Callback (IVR and Web)
Interaction Recording
Quality Management and Compliance
Workforce Management
Performance Dashboards
And more….

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News, Videos & White Papers

Guide: Personalisation and empathy in CX: key to contact centre futures

4th November 2021

The innovation of personalisation, digital channels & AI.
The prime role of empathy in personalisation.
How AI powers more empathetic Customer Experience (CX).

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Blog: Contact centre agents transform to subject matter experts

20th September 2021

Here at Foehn we organise industry forums for our customers and prospects. Typically, the format sees client executives, sector leaders, analysts, and Foehn experts assemble on a virtual platform to…

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Guide: Automation's essential role in making BPO's CX more effective

15th September 2021

Are BPO’s living up to market expectations?
Being efficient becomes effective – using automation/AI and self-service.
Priority BPO placement – digital adoption, agile mindset and customer success.
Can outsourcers be more creative with their CX?

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Infographic: Driving digital innovation in local government

29th July 2021

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Infographic: Why the contact centre is local government’s most potent transformation engine.

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Accreditations and Awards for our London Based Team

Cloud-based contact centre systems