Cloudy outfit Foehn launched its cloud contact centre platform, VoxivoCX. This marks the second release from Foehn’s Voxivo platform following the launch of Voxivo Cloud Phone System in 2017.
Its “feature set” has been based on market research and feedback from Foehn’s SME customer base where contact centre managers are calling for improved “agent productivity” and reductions in the time and costs incurred on implementation. We think that means getting people to work harder.
James Passingham, Foehn CTO, said that an “agent” is instrumental in the performance of the contact centre system and the quality of the customer experience. That’s why the needs of people have been central in the design of VoxivoCX.
“Specifically, our clients tell us that the most critical requirements involve rapid user adoption, ease of operation and strong engagement with the system in the longer term. By addressing these issues, the design of VoxivoCX can make significant reductions in the time, cost and resource incurred in contact centre operation. In the design of VoxivoCX, we’ve prioritised voice. It’s still the most frequently requested communication channel, and it’s used for the most important interactions. By giving the agent strong voice features, VoxivoCX takes user adoption and engagement to a higher level and delivers additional value from improved agent efficiency.”
Pre-built dashboards show key metrics while additional, bespoke charts, graphs and tables can be created merely using an extensive choice of graphical ‘widgets’.
A common objective for contact centre managers is to focus on improving “first contact resolution”. With skills-based routing, companies can ensure every customer gets to speak to the right agents with the right skill, increasing the probability of first contact resolution, he said.
Foehn Sales Director Julian Barrow said: “For many of our clients, their legacy systems have evolved into a complex integration of hardware and applications and they now seek the simplicity of VoxivoCX. It’s essential that the transition takes into account the unique operational requirements of each organisation and that’s why clients value our experience and implementation services. The impact of business alignment and customisation on system performance cannot be overstated.” It’s evolution, not revolution.
“Our system design takes a lean and agile approach compared with others that attempt to do everything and risk ‘feature fatigue.’ Instead, we focus on the criticality of voice and improved agent productivity. With more rapid user adoption, intuitive controls and stronger user engagement we can deliver real savings in time and cost. This means we can offer pricing that is more competitive and greater value compared with other more complex systems providing unused functionality.”
VoxivoCX pricing starts at £32 per user per month based on a minimum commitment and a 24-month contract.
