Happy Customers

Your customers are your business. Keep them engaged.

customer experience_Telavox

Customer experience in numbers

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of customers still prefer using the phone to discuss needs

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increase in customer retention increases profitability by 75%

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of B2B buyers state slow answers as reason for changing supplier

Complete oversight

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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.

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Empowered agents

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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!

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Programmable voice

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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.

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Advanced tools

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

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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.

On-demand call recording

Allows you to retain critical information on your highest value relationships at the touch of a button, for legal compliance, more efficient problem resolution and future service improvements.

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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

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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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See Telavox in action

We’d love to show you what Telavox can do for your business –
contact us now to arrange a demonstration.