Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Typically a contact center is either designed to handle inbound calls ro outbound calls. Their agents receive training that is aimed at maximizing calling efficiency with those two objectives in mind. This can create a problem for companies, as there WILL be scenarios where inbound contact centers need to handle outgoing calls and vice versa.
Blended agents are contact center agents who work with several channels. Originally this implied that blended agents dealt with both outbound and inbound calls, but nowadays blended agents are expected to handle customer interactions on SMS, emails, social media and more. In a typical scenario, blended agents can disconnect from a call and be tasked with dealing with an entirely different channel – like email.
Blended call center solutions and agents are aimed at increasing organizational efficiency. When your incoming call queue has no callers in it, then your agents can be tasked with handling customers on other channels. This workforce optimization can be done with the help of omnichannel call center software.
See what question types are possible with a sample survey!
Blended call center solutions can help you improve agent productivity. This is done by ensuring that idle agents are directed towards tickets from any channel, instead of being limited to their phones. Agents can support each other and enhance team productivity via collaboration.
With a blended call center solution at your disposal, you don’t need to hire as many agents as you would otherwise have to if you wanted them to handle specific tasks. Blended solutions can help businesses increase profit margins and improve customer satisfaction which brings in more customers.
Customer satisfaction is improved when they’re connected agents who instead of passing them onto different agents for multiple tasks (all with their own waiting times), deal with their concern across all channels. It also helps employees build a relationship with the customer making them serve their caller better.
Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more
Voxco CATI
Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes
Voxco IVR
Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.
Voxco Dialer
Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.
Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.
With Voxco you can allow agents and supervisors to seamlessly transfer calls to those more qualified to deal with the customer concern at hand with minimal waiting periods.
Comply with regulations better using Voxco TCPA. Get access to a manual dialing environment which you can tailor to your requirements. To know more about Voxco TCPA click here.
Extensive call record and playback features to help monitor and coach agents and optimize your call center scripts over time. You can also use call playback and recording to cut down on agent training time by being able to show them live scenarios they can learn from.
Powerful analytics and dashboards which can help you monitor agent productivity, and understand customer trends. Leverage dashboards to provide your agents with the right information at all times and to help direct their customers across multiple channels.
A cutting edge telephony system which can easily interface with other offerings from Voxco’s blended call center solutions. Choose features which are best for your cloud or regular call center.
Voxco’s automatic call distributor can help optimize your inbound and outbound calls effectively and seamlessly blend with other channels to ensure you get results.
Our class leading CATI software can help form a core part of omnichannel communications with your customers, and help with feedback management as well.
Voxco’s IVR software can combine seamlessly with blended call center solutions to help direct customers to alternative channels to help boost productivity and improve customer satisfaction. Leverage Voxco IVR for cost-effective self complete surveys and get insights into customer satisfaction.
Take your blended call center solutions remote with Voxco’s virtual call center software. Easily manage all channels from anywhere!
Don’t fall afoul of regulations! (GDPR regulations or TCPA/HIPAA compliance) Voxco’s blended call center solutions will meet all their requirements.
Voxco’s blended call center solutions allow you to store important client data as per your requirements, be it online in the cloud or on premises.
Class leading service and support to help you set up your call center solutions to your liking.
Any call or contact center which enables its agents to make outbound and inbound calls along with dealing with customer concerns across multiple channels (sms, email, etc.) is a Blended Call Center.
Yes! A blended call center solution can help minimize agent idle time by allowing them to engage with customers on more channels, therefore boosting productivity.
Agents who work with blended call center solutions and deal with customers across multiple channels are blended agents.
Yes, indeed they do! Interacting with customers on multiple channels and touchpoints generates a lot of useful data which is ripe for analysis.
Learn how you can adopt an effective WFH strategy to stay ahead of the curve, improve contact center productivity while providing seamless CX with remote agents.
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Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.
Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.