Optimise

The first step to gaining your time back to focus on giving your customers the experience they expect.

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

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See how CCBox Optimise 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.

One product, all the should haves.

All the products you never knew you needed, but you shouldn’t be without.

Power in numbers

A collection of useful products brought together in a unique and powerful combination.

What’s in the box?

Workforce Management

The Next Generation of Cloud Workforce Management for your Contact Centre.

CONNECT

CCBox WFM provides an easy-to-use, cloud-based platform which can provide forecasting and scheduling for your entire contact centre workforce.

INTEGRATE

CCBox WFM has real-time and historic connectors to your Contact Centre and can provide several additional functions designed to increase agent retention and reduce administrative overheads.

SIMPLIFY

Our intuitive interface makes the platform perfect for end users utilising workforce management software for the first time, as well as being familiar to seasoned WFM professionals.

Why choose CCBox WFM Optimise?

A COMPLETE SOLUTION

There are no exclusions to the CCBox WFM solution, we believe in delivering all the benefits to our customers, all of the time.

IN THE CLOUD

The cloud based the solution runs entirely through a web browser.  This low impact set-up makes the platform perfect for companies seeking a quick turnaround in staff performance and costs.

FORECAST

The multi-skill, multi-media forecasting tool will help you handle typical contact centre related challenges such as public holidays, seasonality and non-typical peaks and troughs.  All forecasts can be edited through interactive graphs including wholesale adjustments in response to particularly busy or quiet periods.

SCHEDULE

Our powerful technology provides a multi-skill, multi-media scheduling system which gives you full control.  It includes rotational shifts along with outstanding agent optimisation as standard.

REAL-TIME ADHERENCE

Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences.

CONSUME

No complex license arrangements, no confusing commercials. CCBox WFM is a flat fee per agent per month, with no minimum commitments.

Call and Screen Recorder

CALL RECORDER The contact centre is a strategic connection point between you and your customers. Every conversation contains a wealth of data that is worth capturing. SCREEN RECORDER Simply listening to agent conversations without actually seeing what they see, will never provide you with a complete understanding of their performance.

SELECT

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

RECORD

Give your customer interactions context. Record conversations augmented by business data from your contact centre platform and CRM system.<br />

REPLAY

Quickly search, find, replay and share recorded conversations. All in a secure environment that fully respects your privacy and data access policies.

CAPTURE

Capture agent screens from the beginning of the conversation until the end of ‘wrap up’ time in order to obtain a complete understanding of the entire interaction with the customer.

ANALYSE

Explore conversations by listening to voice recordings and viewing agent screens. Identify key issues related to your workflow and training processes.

IMPROVE

Identify best practices, help train employees, improve effectiveness in usage of new applications while identifying business process errors, as well as inappropriate or unproductive activities.

Why choose us Call and Screen Recorder?

Why choose CCBox Call Recorder?
MULTI-LOCATION

While recording calls in multiple branch offices or contact centre locations you will benefit from a centrally managed system that synchronises all the interactions into one central place.

HIGH AVAILABILITY

Ensure 100% reliability in critical environments. Maintain redundancy utilising our unique high availability design to make sure no single call is missed.

CONTACT CENTER INTEGRATION

Gain deeper understanding of the recorded calls thanks to integration with your contact centre platform.

SECURITY

Secure your data from unauthorized access by enabling data encryption. Leverage audit trails and automatic pause and resume functionality to record only what you are allowed to.

COMPLIANCE

Due to the unique architecture of a powerful business intelligence solution you can load as many 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.

MEDIA LIFECYCLE MANAGEMENT

Define specific retention policies based on the business data attached to each interaction in order to ensure compliance and to optimise storage space.

 

Why choose CCBox Screen Recorder?
FLEXIBILITY

Define flexible recording rules to capture only what you need. Configure the quality of screen recordings to meet your network, storage and business needs.

STORAGE MANAGEMENT

Manage your storage rules for call and screen captures separately. Delete screen captures while retaining recorded calls for compliance purposes.

ENCRYPTION AND SECURITY

Recorded screens are encrypted as needed to meet PCI DSS compliance requirements or to ensure high standards of customer data protection.

FRAUD PROTECTION

Screen recording is often a way of identifying outstanding performance, but it can also capture unauthorised activity and fraudulent behaviour.

HOME WORKERS

Screen capture ensures even remote or at-home workers receive the same standard of training and coaching as the rest of the organisation.

PROTECTION OF SENSITIVE DATA

Automated Pause and Resume functionality blacks out the screen, so no sensitive data is visible on agents’ desktops to ensure compliance with legal obligations.

Quality Management

Authentic communication means happier customers. Give your agents what they need to ensure customers get what they want.

SCHEDULE

Automate your quality assurance process by scheduling work for team leaders to evaluate a given number of interactions based on specific criteria, including business data.

EVALUATE

Accurately measure agent performance based on standardized, predefined scorecards, which are distributed to your team leaders. Set deadlines and check progress.

EMPOWER

Determine strong and weak performers. Compare skills, agents or groups. Use trend reports and graphs to identify individual agent and team progress improvements.

Why choose CCBox Quality Management?

CALIBRATION PROCESS

Create fairness and consistency in agent evaluations by comparing agent scores from various evaluators. Set standards and measure standard deviation to ensure that all your team leaders are calibrated.

SELF-EVALUATION

Improve agent involvement in quality processes and allow agents to evaluate themselves too! Agents can compare how they are scored in comparison to their own assessment. This is a very powerful coaching tool.

CUSTOMER FEEDBACK

Listen to the real voice of the customer in post call surveys and analyse the results in connection to agent performance. See what interactions are scored the worst or best by your clients in order to learn from them.

ANALYTICS-DRIVEN

Make sure you are evaluating the right calls. Leverage CCBox Speech Analytics and select calls based on business objectives to ensure compliance, script adherence and detect customer churn.

TARGETED TRAINING

Provide feedback to agents together with study materials in order to improve their score. Two-way feedback is incorporated into every aspect of the evaluation process including complete feedback history.

RICH REPORTING

See the results visualized in out-of-the-box dashboards, reports and drilldown graphs. Identify agent strengths and weaknesses and track their historical improvement. Export data to Microsoft Excel for further analysis.

Voice of the Customer

Learn how your customers really feel about the service they have just experienced.

CREATE

Create surveys in an easy to use web-based editor. Ask one or more questions. Provide the option to leave a voice message. All this without having to ask your IT department for assistance

COLLECT

Invite customers to provide feedback about their experience once the conversation is complete. Compare how your supervisors and customers perceive the work of your agents.

UNDERSTAND

Track your customers’ satisfaction over time and get a detailed understanding of what makes them feel great. There is no better path to success than turning your customers into your promoters.

Why choose CCBox Voice of the Customer?

PERFECT TIMING

Capture the voice of the customer at the right time. Collect feedback just seconds after they experienced your service.

CUSTOMISED SURVEYS

Ask as many questions as you want. Mix open and closed questions and let customers answer with a combination of DTMF tones and voice messages.

UNEXPECTED INSIGHTS

Finish your survey questions by asking customers for any other feedback. You will be surprised by what you will gain competitive insights, endorsements or answers to questions you hadn’t thought to ask.

EFFICIENT CORRELATION

Link immediate voice of the customer survey results to the specific agent interaction for improved quality management and evaluation.

BUSINESS OWNS THE GAME

Survey questions can be easily modified in an intuitive user interface. No need to call your IT for configuration changes and adjustments.

ROOT CAUSE ANALYSIS

Compare the survey results against customer satisfaction scores. Drill to individual survey question for root cause to address agent needs for improvement.

Live Monitoring

For agent improvement, timely feedback is critical. Listen to agents’ calls and monitor their screens in real time in order to provide effective coaching.

REACT

When the unexpected happens, you can monitor or record calls outside of your planned recording routine. It doesn’t matter where the call is happening – in the C-Suite, the contact center, remote offce or home.

RECORD

Executives can use a simple on-demand function to record a specific call on a phone that is not normally recorded. In the contact center, the supervisor can click on an agent to monitor, record and evaluate the audio stream and the live view of the agent desktop.

REVIEW

On-demand recordings are stored securely and can only be reviewed by authorized staff. But all other Live Monitoring recordings can be flagged, commented and marked for future review in CCBox Quality Management or set as an example in the CCBox E-learning library.

Why choose CCBox Live Monitoring?

ON-DEMAND

Turn on call recording in the middle of the conversation based on what you hear and still save the entire call from its beginning for future analysis.

DECENTRALISED

Built to perform in large enterprises and multi-site deployments, you can monitor agents in different locations including agents working from home.

PERMISSIONS

Ensure that supervisors and team leaders can view calls only within their assigned range while call centre managers have full access.

FLAGGING

Directly flag and comment, any calls on the fly. Leverage this data for other quality processes and triggers within the CCBox Quality Management Platform.

BUSINESS DATA OVERVIEW

Customize how business data related to the calls are displayed on your screen, including information from the contact centre platform and CRM.

FULLY CUSTOMISABLE

Select the quality, scaling and frames per seconds to optimize bandwidth and storage requirements for the recorded screens.

Knowledge

Contact centre knowledge base – the right answer every time

COLLECT

Create simple instructions for your agents and use the existing knowledge base or any digital content that can be referenced by a unique link. Include sample calls with screen recordings as learning material.

PUBLISH

Distribute training packs to a single agent, selected teams, or the entire business unit. E-learning package can also be delivered to remote and home based agents.

ANALYSE

Agents always complete a custom quiz after training in order to measure knowledge acquisition. You can track their progress and measure the effectiveness of the training on future calls.

OPTIMISE

The information from your statistics and article reviews enable you to continuously improve your knowledge base and make it better and more valuable.

Why choose CCBox Knowledge?

EXPERTISE WITH ENTERPRISE SOFTWARE

We know what is required for a high-quality knowledge management system; CCBox offers a cloud-based intelligent knowledge base platform that can handle your customers’ questions with ease. 

USER-FRIENDLY SYSTEM

No cumbersome actions or complicated screens; everything is deployed on one screen; Save time and improve efficiency of your agents

CUSTOMER-CENTRIC

Provide superior service to your customers not only the wishes of your customer, but also the wishes of you as a partner are central. Together we draw up a roadmap for further development;

WEB SELF-SERVICE

Web self-service based on your needs: static web pages with frequently asked questions, dynamically served database-driven answers, or a modern dynamic and personalized online Help Centre.

INTEGRATION

Integrate with your CTI, chat, email and CRM systems so that your customers have access to their knowledge base within this software.

Your complete contact centre productivity solution

CCBox Optimise

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.

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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 Advance

Propelling you into the extraordinary with insight tools to help you grow from strength to strength.

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

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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.