Voxco Call Management System

Effective, easy to use and powerful call management system by Voxco. Seamlessly manage all call related tasks using our intuitive platform, and improve performance in key metrics for your business!

What is a call management system

A call management system (CMS) is a VoIP enabled service or software solution that can help your business meet its telephony goals. It can help organizations manage their inbound and outbound calls. Call management systems can be integrated with IVR and CATI software tools and automatic call distributors as well. Companies can route calls based on predefined criteria.

See what question types are possible with a sample survey!

Why is a call management system important?

The average customer hangs up after 2 minutes, with the average hold time being 56 seconds. Dropped calls are lost business and a metric by which your customer experience is gauged.

Call management systems can help manage large volumes of customers. CMS can allow businesses to offer more personalized caller experiences. It also helps boost the overall efficiency of your call handling process. With the right Automatic Call Distributor setup, your calls will be assigned to the most qualified agent available.

Deliver more with Voxco’s Call Management system

Switch to Voxco Telephony System to improve your Call Center Productivity by 400% or more

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.

Call management system implementations

Voxco Call management system features

Sophisticated sample & call management

Set agent roles based on customizable criteria (e.g. agents who are high converters, or according to skill or experience)
Distribute callers using Automatic Call Distributors according to agent role or qualification(for example – based on language spoken, or their local region, etc.)
Prioritize which cases can be called
Customizable agent quotas & quota weighting which can be changed on the fly
Quota smoothing rules to rebalance progress
Time slots – to maximize the possibility of reaching respondents for survey research
Time zone management (including adjustments for daylight savings time)
Sophisticated and customizable call-back rule management (based on last call outcome, sequence of last outcomes, and more such criteria)
Allow agents to Individually set call-back appointments
Easily modify calling rules at any time

Advanced survey and research design capabilities

All question types you need (single or multiple, alpha-numeric, open-ended questions, and more)
Custom question layout using templates or your own custom programming based on your requirements
Extensive logic functions (randomize questions and choices, nested rotations, etc.)
Dynamic question options (insert custom elements or text, choice exclusion, rotate items, etc.)
Sophisticated piping, branching, skipping (based on your customized logic)
Advanced computation functionality
Custom Validations & calculations to ensure better quality data
Programmable custom logic
Multilingual capabilities even within one survey or project (up to 99 languages)
Test and simulation mode to verify questionnaire feel and functionality

Better quality control and monitoring

Live audio monitoring – Supervisors and trainees can listen to calls for training or QA or coaching purposes
Record full or partial phone interviews – client compliance, open-ended answers, future training purposes and more
Play audio files to respondents (for example- jingles, their own previous answers or commands, etc.)
Set custom recording commands
Whisper mode in monitoring to let a manager or supervisor speak with the agent in call without the caller hearing
Join mode for supervisors to enter a conversation with the agent and the caller in conference
Powerful and intuitive dashboards: get live statistics on lines, agents, projects
Fully customizable alerts on specific performance criteria which is key to your goals
Reporting capability on call metrics according to your information needs (Works with Voxco dialer and CATI Software)

Enhanced call efficiency

Automated dialing to reduce agent workload and improve productivity levels
Calling algorithm which can be easily customized for market or social research
Automatic call detection and coding of expected outcomes (answering machines/voicemail, busy tones, no answer, and more)
Can allow supervisors customize the balance between productivity & drop rate
Extended interview and calling capabilities (call conference, transfer out, recording and playback)
Compatible with multiple site setup for remote/ work at home agents
Call blending for outbound and inbound calls with Voxco IVR tools.

Why Voxco for your call management system requirements?

See what our clients say about Voxco

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See what question types are possible with a sample survey!

Call management system FAQs

What is a call management system (CMS)?

It can be described as a service or software which helps businesses manage their call volume in an organized manner.

Are call management systems only for inbound calls?

That depends on the purview of your CMS provider. Powerful call management systems can help balance inbound and outbound calls for maximum efficiency gains.

Is a call management system free to use?

Platforms like Voxco include call management systems with their telephony solutions, not requiring any additional expense from the user.

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