Advance

Propelling you into the extraordinary with the gathering, measuring and management of insights that will help you grow from strength to strength.

CCBox Aloha is compatible with Cisco CCX, CCE, PCCE, HCS.

productlist-icon3

See how CCBox Advance could help your business

Each product package can give you everything you need depending on your organisation’s current customer experience situation, the tools already at their fingertips and the overall objective for growth and improvement.

Your customers expect so much of your business from every single contact with you. Every contact has the capacity to alter a customer’s perception of your business and this is the same regardless of the size of your organisation or the number of people working in your customer experience department. Don’t leave it to chance.

Best in class.

The most technically advanced products in the market available in a bespoke package.

Specialist products, made by experts.

Taking customer experience to the next level with products chosen by the only team who specialise in customer experience through the contact centre.

What’s in the box?

Performance Analytics

You already have all the data you need. Now make them work for you! Connect all silos together to fully understand what is happening in your contact centre.

EXTRACT

Connect to 60+ different data sources out of the box or any custom application you are using today. We will extract data from all these places and keep them up to date so you can start exploring.

CONNECT

Connecting the dots has never been easier. We provide you with a rich data model and will connect to it all other sources. Now you have a great foundation to understand the big picture.

DISCOVER

Visualize data, track trends and isolate problem areas with a comprehensive set of web dashboards and reports. Schedule daily e-mail reports and automate what you are doing manually today.

Why choose CCBox Performance Analytics?

UP AND RUNNING IN 24 HOURS

In 24 hours from the moment you allow us to access your systems you will be looking at reports and dashboards loaded with your data addressing key business issues.

CONNECT TO ALL YOUR DATA

With vast data sources supported out of the box you will be able to integrate data from every application you are using today. One by one, at your own pace.

FROM CEO DOWN TO THE AGENT

Everyone in your organization will love using CCBox Performance Analytics. From the CEO dashboard with just a few KPI’s all the way down to individual agents that will compare their own performance to their peers. It is very addictive!

UNEXPECTED INSIGHTS

CCBox Performance Analytics makes it easy to dig deep into the data to reveal hidden trends, new insights and answers to questions you haven’t even thought to ask. And of course – customize anything and everything.

FAST, SECURE & SCALABLE

Due to the unique architecture of a powerful business intelligence solution you can load as much data as you need to. And you will enjoy a fast and secure solution from the comfort of a web browser for both viewing and creating reports.

Speech Analytics

Only about 1% of all calls are ever listened to in a random quality assurance evaluation process. What insight can you gain from the other 99%?

GET STARTED

Start mining your calls for valuable insight from day one. Our consultants will have you up and running in a matter of days and will help to define what to look for based on your vertical market and business needs.

ANALYSE

Quickly find occurrences of customer churn, non-compliant calls and market trends to monitor. Drill down, listen to calls & gather an overview from detailed reporting that helps reveal the root cause.

DISCOVER

The insights from speech analytics alone are rarely enough. By connecting with your contact centre data you can uncover unique trends and address complex business issues.

Why choose CCBox Speech Analytics?

SPEED & ACCURACY

A blazingly fast and highly accurate speech engine that processes your audio calls with minimal hardware footprint.

LET US HELP YOU GET STARTED

With every project we assign you an experienced consultant who guides you through the process of how to leverage the technology for your market or for business pain that you want to address.

EASE OF USE

Designed for use in the contact centre, no specific analytical skills are required. The user interface is clean, fast and intuitive so getting insight from what your customers are saying is easy and straightforward.

INTEGRATED SOLUTION

As part of the CCBox Quality Management platform the Speech Analytics solution is blended into your quality assurance process with cross functional workflows and rich reporting capabilities.

EMOTION DETECTION

Analysis of cross-talk and silences in conversations provides actionable insight into emotionally charged or problematic calls, especially when combined with other call parameters or contact centre data.

Video and Telepresence Recording

60% of communication is non-verbal. What if you could add a human touch to remote conversations with your colleagues and customers?

SELECT

Select which video conversations to record based on your business requirements. Choose between total, random, business rules driven or on-demand recording.

RECORD

Give your conversations with colleagues and customers another dimension – facial expressions, gestures, eye contact – and capture video-enabled conversations.

SHARE

Quickly search, replay and share recorded video calls and video conferences, and gain insights from every interaction or customer conversation.

Why choose CCBox Video & Telepresence Recording?

PROTECTING YOUR INVESTMENTS

Leverage your existing CCBox deployment and seamlessly integrate CCBox Video & Telepresence Recording with the CCBox Quality Management platform.

PCI DSS COMPLIANCE

Both audio and video parts of the call can be encrypted, and pause and resume functionality utilized to fulfil legal and regulatory compliance requirements including PCI DSS.

WIDE RANGE OF DEVICES

Records video from desktop phones, telepresence units and supports mobile endpoints including voice and video.

FULL CISCO COMPATIBILITY

Supports Cisco Jabber on both mobile devices and desktop systems, Video Enabled Cisco IP Phones, Telepresence Units and Collaboration Desk Endpoints.

TRUE INSIGHT

Enables better understanding not only what was said during the conversation, but also what was implied though the body language of the participants.

STANDALONE IF REQUIRED

CCBox Video & Telepresence Recording can be licensed separately and can also be installed independently from the rest of the CCBox Quality Management Platform.

WFM Premium

Remove the guesswork from your contact centre planning by carefully balancing engaged agents and efficient operations.

FORECAST

Take full control of your shift planning. Know what to expect and avoid unexpected surprises. Forecast for multi-skill, multi-site, multi-channel, for any interval, including trend and seasonal analysis.

SCHEDULE

Staff costs are the single biggest expense in most contact centres. So, it pays to bring together business needs, agent preferences and scheduling rules to produce the best possible schedules.

MANAGE

Put real-time data at your team leaders’ fingertips. Manage intraday situations and stay in control of the day. Adjust schedules on the-fly based on agent status and fluctuations in call volumes.

Why choose CCBox WFM Premium?

AGENT EMPOWERMENT

Let agents manage their own time and allow them to choose when they would like to work. Build the right schedule for both business and employees from the start.

REPORTING

Manage performance with extensive schedule adherence reporting and drill-down graphs. Quickly access agent scorecards for various KPIs, such as absenteeism, schedule adherence and productivity.

WHAT IF SCENARIO

Test the impact on service levels that would result from scheduling scenarios such as unusual sickness levels, changed opening hours, training schedules, product launches or ad campaigns.

REAL-TIME ADHERENCE

Intraday reporting and real-time schedule editing allows you to monitor agent adherence and use drag-and-drop capability to adjust schedules based on real-time agent status.

WHEREVER YOU ARE

Available for your smartphone and tablet through web-based tools. For managers and employees who need access to the right information regardless of when and where they are.

Your complete contact center productivity solution

CCBox Advance

Everything you need for your contact centre to perform efficiently, with the power in your hands. Simple products, sensibly priced that are easy for you to deploy, use and manage to meet your own requirements.

Get Started

Learn about the other CCBox solutions

Each product package can give you everything you need depending on your organisation’s current customer experience situation. Find the right solution for your business.

CCBox Enable

Empowering you by putting the data you need, right at your fingertips.

Learn More
CCBox Optimise

The first step to gaining back your time.

Learn More
CCBox Parts

Individual or bespoke groups of modules, for times when a packaged solution is not right for your business needs.

Learn More

Receive an demo

The best way to find out whether CCBox is right for you is to see it in action!

Sign up to arrange a demo

Still have questions?

If you want to know more about CCBox, how our products can benefit you, or would like to arrange a face to face then we’re more than happy to talk.