Happy Customers

Your customers are your business. Keep them engaged.

One digital workplace for contact center and collaboration streamlines customer engagement, spelling an end to the divide between front and back office - and letting you fully engage with customers anywhere, anytime.

Customer experience in numbers

0 %

of customers still prefer using the phone to discuss needs

0 %

increase in customer retention increases profitability by 75%

0 %

of B2B buyers state slow answers as reason for changing supplier

Complete oversight

Monitor the customer experience with a live service-level dashboard, giving access to real-time data such as number in queue, wait time, and agent activity. Call logs keep a record of all inbound and outbound calls, with name, number and extensions dialed, plus time, date and duration.

Empowered agents

Contact_center_pbx_service_level_statistics

With visual queues, agents can see the number of calls in queue, agents logged in, and statistics such as average hold time, calls abandoned, and service level information. Agents can also easily log in and out, or pause one or all available queues as needed with reason codes for visibility and transparency. All on their mobile device!

Programmable voice

Logically pair customers with the most relevant and qualified agent. Define custom rules for call handling. For example: if the caller's customer ID represents a VIP customer, the call should be put in the VIP queue and routed to a specific agent. Automation lets you manage more calls with less agents.

Advanced tools

Whatever your requirements, Telavox has a full suite of tools to give your customers the very best experience.

PBX admin & visual builder

Self-managed welcome messages, sound and music recording and opening hours lets you quickly update important customer information. Easily brand and personalise your contact center experience.

Efficient call routing

Programmatic call routing, Automatic Call Distribution (ACD), IVR and skill-based routing puts the right agent in touch with a customer. More calls with less agents and improved service quality, first-contact resolution and customer satisfaction.

Simple call recording

Allows you to retain critical information on your highest value relationships – directly from your call history – for legal compliance, more efficient problem resolution and future service improvements.

Website chat widget

Chat is now a crucial first point of engagement, with many customer journeys starting on the web. Sync chat with Interactive Voice Response and Automatic Call Distribution, minimising the need for customers to ‘channel swap’.

Better integrations

Telavox is the heart of your digital workplace, integrating seamlessly
with your existing tech stack - maximising productivity and efficiency

The information you need...

Communication history, personal comments, and transactional data - all at your agents’ fingertips. Improved first contact resolution, total oversight, and greater customer satisfaction.

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...from all your sources

Direct integration with CRM/ERP platforms, linking incoming calls to broader databases. Improved agent efficiency with pre-built integrations for Salesforce, Zendesk , Upsales, Hubspot and more.

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Telavox in the world

“ The interface is amazing. It makes it super easy to redirect calls and to make sure each call reaches the right person. ”

Franko Zovic, Head of IT and Support at Mashie

Blog

You don't need more stats – you need more insights

How do you use the stats from your company's PBX? Do you just look at how you can answer faster or reduce the call length? Or do you think of what really matters to the customers?

Case study

PERSSON INVEST | “We needed a flexible and easy-to-use PBX”

"Telavox has been a real boost for us. The statistics reflect this too, as we can see that our customers receive a better response frequency. Fewer calls are being sent to the switch, which indicates that they’re being directed to the right place."