Parts

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

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

See how CCBox Parts 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.

Expert knowledge built into every single module.

With all tools built internally or selected from the best on the market by our customer experience experts, we offer specialist advice on how CCBox Parts can provide an optimum solution.

What’s in the box?

Voice of the Customer

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

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.

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 office 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.

Callback

Call your customer back, when it suits them.

Callback

Call your customer back, when it suits them.

CREATE

Predefined integration utilising scripting elements for callback selection by customers, and a Finesse gadget to manage callbacks through to agents.

COLLECT

Offer a customer experience that suits the customer requirement and the business need. Collect callbacks and offer queue position hold, demand levelling, or customer specified callback time capabilities.

REACT

Managed via CCBox Management Portal, allowing callback thresholds to be set and changed by supervisors on a call flow basis, at their convenience, to meet business requirements.

Why choose CCBox Callback?

CALLBACK YOUR WAY

Choose the customer experience that suits your business and customers most effectively. Callbacks can be queued in real time, or customers may choose the time at which they require to be called back. Alternatively, callbacks can simply be logged until agents become available, levelling demand on the contact centre and keeping abandon rate, agent utilisation and service level under control.

 SUPERVISOR ENABLEMENT

Ask as many questions as you want. Managing customer callback has never been easier. The management portal GUI provides simple configuration and enablement of the callback solution, whilst pre-defined scripts run in the background to enable callbacks.

IMPROVING CUSTOMER EXPERIENCE

Being able to choose how they can consume your service, if unable to queue, or not wishing to queue improves the customer experience, and increases satisfaction, all whilst benefitting the contact centre pressure and wait times.

MEASURING IMPROVEMENT

CUIC templates provide details as to the number of calls within the callback solution, the progress of calls in the system, and the outcome of the callbacks undertaken. All combined with your standard contact centre metrics, enabling a clear view of the benefits and improvements the callback service provides.

Question Response

Giving agents the right script tools to improve the customer experience.

Question Response

Giving agents the right script tools to improve the customer experience.

INTEGRATE

Integrates with the standard features of the solution to pass variables to a Finesse gadget.

EMPOWER

Provides agents with a complete script for inbound and outbound (dialler) calls. Data retrieved from back end systems, or the dialler import lists, is blended into customized script templates, to provide<br /> the agent with a seamless script.

REPORT

As agents work through script steps, each response and next step is recorded. Agents can also enter custom data or carry out third party actions e.g. send emails.

Why Choose CCBox Question Response?

COMPLEX CALL FLOW SCRIPTS MADE SIMPLE

An agent may be a member of multiple skills, with multiple lines of enquiry, in either inbound or

outbound campaigns. In order that customers experience a uniform and quality assured journey, the use of a script can provide many benefits, guiding agents through calls and finding next steps/advising on actions. Each script utilises a separate background colour for rapid flow identification.

TAKE THE NEXT STEP

The script is automatically loaded with customer data on call arrival, populated with customer info to enable ID&V, or simply smoothly flow the customer name into the call opening. As an agent works the call, each decision point is configured, with the agent clicking through the decision tree as they go.

CHECK AND CHECK AGAIN

Where compliance and KPI within calls are an issue, QR allows these steps to be highlighted within the script. Agents must physically check boxes to ensure they have completed such steps effectively. Where calls may require payments to be taken, steps to ensure compliance to the process can be embedded into the script, e.g. a ‘pause recording now’ button or ‘send an email’ button.

CUSTOMER HISTORY

Where a customer has been called before in an outbound scenario, or called into the contact centre, a log of the call is maintained within QR, including call outcome codes, and agent notes. When new calls are made or received, the call history is shown to the agent to provide context to the current call.

REDUCED TRAINING TIME

With the ability to see the call script, follow step by step instructions, and have all key call elements highlighted, it is possible for agents with relatively little experience and training to pick up a call flow and script, hit the key metrics and QA points and handle successful calls.

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 office 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.

Callback

Call your customer back, when it suits them.

CREATE

Predefined integration utilising scripting elements for callback selection by customers, and a Finesse gadget to manage callbacks through to agents.

COLLECT

Offer a customer experience that suits the customer requirement and the business need. Collect callbacks and offer queue position hold, demand levelling, or customer specified callback time capabilities.

REACT

Managed via CCBox Management Portal, allowing callback thresholds to be set and changed by supervisors on a call flow basis, at their convenience, to meet business requirements.

Why choose CCBox Callback?

CALLBACK YOUR WAY

Choose the customer experience that suits your business and customers most effectively. Callbacks can be queued in real time, or customers may choose the time at which they require to be called back. Alternatively, callbacks can simply be logged until agents become available, levelling demand on the contact centre and keeping abandon rate, agent utilisation and service level under control.

 SUPERVISOR ENABLEMENT

Ask as many questions as you want. Managing customer callback has never been easier. The management portal GUI provides simple configuration and enablement of the callback solution, whilst pre-defined scripts run in the background to enable callbacks.

IMPROVING CUSTOMER EXPERIENCE

Being able to choose how they can consume your service, if unable to queue, or not wishing to queue improves the customer experience, and increases satisfaction, all whilst benefitting the contact centre pressure and wait times.

MEASURING IMPROVEMENT

CUIC templates provide details as to the number of calls within the callback solution, the progress of calls in the system, and the outcome of the callbacks undertaken. All combined with your standard contact centre metrics, enabling a clear view of the benefits and improvements the callback service provides.

Question Response

Giving agents the right script tools to improve the customer experience.

INTEGRATE

Integrates with the standard features of the solution to pass variables to a Finesse gadget.

EMPOWER

Provides agents with a complete script for inbound and outbound (dialler) calls. Data retrieved from back end systems, or the dialler import lists, is blended into customized script templates, to provide<br /> the agent with a seamless script.

REPORT

As agents work through script steps, each response and next step is recorded. Agents can also enter custom data or carry out third party actions e.g. send emails.

Why Choose CCBox Question Response?

COMPLEX CALL FLOW SCRIPTS MADE SIMPLE

An agent may be a member of multiple skills, with multiple lines of enquiry, in either inbound or

outbound campaigns. In order that customers experience a uniform and quality assured journey, the use of a script can provide many benefits, guiding agents through calls and finding next steps/advising on actions. Each script utilises a separate background colour for rapid flow identification.

TAKE THE NEXT STEP

The script is automatically loaded with customer data on call arrival, populated with customer info to enable ID&V, or simply smoothly flow the customer name into the call opening. As an agent works the call, each decision point is configured, with the agent clicking through the decision tree as they go.

CHECK AND CHECK AGAIN

Where compliance and KPI within calls are an issue, QR allows these steps to be highlighted within the script. Agents must physically check boxes to ensure they have completed such steps effectively. Where calls may require payments to be taken, steps to ensure compliance to the process can be embedded into the script, e.g. a ‘pause recording now’ button or ‘send an email’ button.

CUSTOMER HISTORY

Where a customer has been called before in an outbound scenario, or called into the contact centre, a log of the call is maintained within QR, including call outcome codes, and agent notes. When new calls are made or received, the call history is shown to the agent to provide context to the current call.

REDUCED TRAINING TIME

With the ability to see the call script, follow step by step instructions, and have all key call elements highlighted, it is possible for agents with relatively little experience and training to pick up a call flow and script, hit the key metrics and QA points and handle successful calls.

Wallboard

Clear contact centre wallboard information configured in seconds.

Wallboard

Clear contact centre wallboard information configured in seconds.

CREATE

Pre-built integration for contact centres imports your configuration.<br /> Simple drag and drop administration allow non-technical resources to build and copy wallboard profiles in seconds.

DISTRIBUTE

Create as many templates and screens as required with no screen-based license limits. Once built, simply provide URLs for display screen browsers. Works on any screen / PC with no proprietary hardware / software requirements.

UNDERSTAND

Clear and simple wallboards, showing core, pre-built contact centre information, in clear resizable widgets. Threshold monitoring alerts, text and gauges provide absolute clarity in the view of the screens.

Why choose CCBox Wallboard?

EASY INTEGRATION

Pre-defined integration makes use of downloadable configuration to pre-populate the wallboard builder with all required configuration. 

DRAG AND DROP

Pre-defined statistics to meet real time contact centre management requirements. Simply choose the stat required, the configuration item, the colour scheme and graphics, drag into the right place on the screen, and resize to requirements. 

MAKE MY DAY

Need a different screen per team or skill, supervisor, location, brand or department? CCBox Wallboard offers as many screen variations as required, with no additional costs.

Create and copy wallboard styles to meet all end user requirements.

FEED ME

Contact centre statistics can be blended with other non-contact centre information, allowing for multimedia feed, ticker messages, branding and core information to be presented as drag and drop widgets, to the customers own design requirements.

 CUSTOMISE

Appreciating that the world is not a ‘one size fits all’ place is not a problem, need a custom stat, a custom colour scheme, a custom feature or feed?

All options are on the table, talk to us about custom requirements!

Knowledge

Contact centre knowledge base – the right answer every time.

Knowledge

Contact centre knowledge base – the right answer every time.

COLLECT

Organise your knowledge in one or more separate knowledge bases. Multiple organisations, brands or languages are no problem. Setup your knowledge in a way that suits and place articles in one or more collections.

PUBLISH

Articles and modifications are automatically saved as a draft article and are not yet visible. You decide when the article is ready for publication or you set a publication date and expiry date.

ANALYSE

Use statistics to give you quick insight into the use of the knowledge. View the number of sessions, viewed articles, searches, escalations and the number of times an escalation has been prevented.

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.

Quality Management

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

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.

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%?

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.

Wallboard

Clear contact centre wallboard information configured in seconds.

CREATE

Pre-built integration for contact centres imports your configuration.<br /> Simple drag and drop administration allow non-technical resources to build and copy wallboard profiles in seconds.

DISTRIBUTE

Create as many templates and screens as required with no screen-based license limits. Once built, simply provide URLs for display screen browsers. Works on any screen / PC with no proprietary hardware / software requirements.

UNDERSTAND

Clear and simple wallboards, showing core, pre-built contact centre information, in clear resizable widgets. Threshold monitoring alerts, text and gauges provide absolute clarity in the view of the screens.

Why choose CCBox Wallboard?

EASY INTEGRATION

Pre-defined integration makes use of downloadable configuration to pre-populate the wallboard builder with all required configuration. 

DRAG AND DROP

Pre-defined statistics to meet real time contact centre management requirements. Simply choose the stat required, the configuration item, the colour scheme and graphics, drag into the right place on the screen, and resize to requirements. 

MAKE MY DAY

Need a different screen per team or skill, supervisor, location, brand or department? CCBox Wallboard offers as many screen variations as required, with no additional costs.

Create and copy wallboard styles to meet all end user requirements.

FEED ME

Contact centre statistics can be blended with other non-contact centre information, allowing for multimedia feed, ticker messages, branding and core information to be presented as drag and drop widgets, to the customers own design requirements.

 CUSTOMISE

Appreciating that the world is not a ‘one size fits all’ place is not a problem, need a custom stat, a custom colour scheme, a custom feature or feed?

All options are on the table, talk to us about custom requirements!

Knowledge

Contact centre knowledge base – the right answer every time.

COLLECT

Organise your knowledge in one or more separate knowledge bases. Multiple organisations, brands or languages are no problem. Setup your knowledge in a way that suits and place articles in one or more collections.

PUBLISH

Articles and modifications are automatically saved as a draft article and are not yet visible. You decide when the article is ready for publication or you set a publication date and expiry date.

ANALYSE

Use statistics to give you quick insight into the use of the knowledge. View the number of sessions, viewed articles, searches, escalations and the number of times an escalation has been prevented.

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.

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.

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.

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.

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.

Workforce Management

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

Workforce Management

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 centers. 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 Workforce Management?

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.

Workforce Management Premium

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

Workforce Management 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.<br />

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.

Call & 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.

Call & 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.

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 CCBox Call & 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.

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.

Workforce Management

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 centers. 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 Workforce Management?

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.

Workforce Management 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.<br />

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.

Call & 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.

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 CCBox Call & 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.

Management Portal

Empowering supervisors to take control of the contact centre.

Management Portal

Empowering supervisors to take control of the contact centre.

INTEGRATE

Pre-defined integration utilizing scripting elements for the management of call flows.

MANAGE

Supervisors are now able to control the contact centre via their web browser. Call flows, queues, messages, location management, skills, opening hours, public holidays can be configured individually or in bulk.

REPORT

All changes undertaken on the management portal are logged in a simple to access and review audit path, providing referenceable data for the reporting of system changes and management<br /> of supervisor engagement.

Why choose CCBox Management Portal?

SUPERVISOR ENABLEMENT

Managing call flows and queues has traditionally been the role of subject matter experts, the ‘IT department’ or the supplier/partner support team, causing delay in requests being actioned. Management Portal brings the most common changes into a simplified GUI, on a browser-based platform that enables supervisors and team leaders to control the contact centre in an instant.

USER PROFILES

To ensure that supervisors are only able to see and edit the queues and call flows they are responsible for, a management layer exists to restrict users to only change what they are allowed to change, within the call flows they support. All changes are logged against user credentials for the purposes of feedback and reporting.

ENTITY MANAGEMENT

A large contact centre may have many entities, broken down by location, call flow, sub call flow and queue. Each of these elements exists within the Management Portal allowing for the permutations of the contact centre environment. It is now easy to close entire sites, move calls between locations, overflow calls between call flows and manage non-standard operations.

PROMPT MANAGEMENT

On a call flow by call flow basis, users can now change messages as required, or insert new messages into the call flow or queue. Messages can be uploaded as required, and then selected to be part of the flow, in pre-defined areas of the script.

SPECIAL DAYS AND BULK ADMINISTRATION

Public holiday management in the contact centre, can often be a challenge, with multiple call flows, across multiple work streams, often requiring differing behaviour. Using CCBox Management Portal, supervisors can now create special events, to adjust opening hours and messaging for particular dates, and then assign these across one, or many call flows. Adjustments and changes now take seconds, rather than hours.

CSAT

Easy post call customer satisfaction surveys for immediate feedback from your clients.

CSAT

Easy post call customer satisfaction surveys for immediate feedback from your clients.

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. Callers are seamlessly transferred to the survey, and customers are guided through the process.

REPORT

See recent results to monitor current performance, or view historical data, broken down by the contact centre dimensions e.g. agents, teams, skills to get a view of your customer satisfaction.

Why choose CCBox CSAT?

PERFECT TIMING

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

CUSTOMISED SURVEYS

Ask customers questions that they can answer with yes/no, or ratings using DTMF tones. Ask customers to leave verbal messages, to leave feedback in their own words, aligned to their survey.

CONSISTENT FEEDBACK

Calls are automatically pushed into the survey unless callers opt out. Agents are not informed of which calls are to be surveyed, unless required by the administrators. No more cherry picking of calls to be surveyed or forgotten post call transfers.

EASY ADMIN

Business users can easily manage surveys, using a drag and drop interface to provision and order questions. Default prompts can be loaded for out of band responses.

DATA FILTERS

Filter reporting data as required to get the feedback and call flows, agents, skills, or teams. See average score information, compare results to key contact data, listen to, and download feedback.

Video & Telepresence Recording

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

Video & 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.<br />

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.

Management Portal

Empowering supervisors to take control of the contact centre.

INTEGRATE

Pre-defined integration utilizing scripting elements for the management of call flows.

MANAGE

Supervisors are now able to control the contact centre via their web browser. Call flows, queues, messages, location management, skills, opening hours, public holidays can be configured individually or in bulk.

REPORT

All changes undertaken on the management portal are logged in a simple to access and review audit path, providing referenceable data for the reporting of system changes and management<br /> of supervisor engagement.

Why choose CCBox Management Portal?

SUPERVISOR ENABLEMENT

Managing call flows and queues has traditionally been the role of subject matter experts, the ‘IT department’ or the supplier/partner support team, causing delay in requests being actioned. Management Portal brings the most common changes into a simplified GUI, on a browser-based platform that enables supervisors and team leaders to control the contact centre in an instant.

USER PROFILES

To ensure that supervisors are only able to see and edit the queues and call flows they are responsible for, a management layer exists to restrict users to only change what they are allowed to change, within the call flows they support. All changes are logged against user credentials for the purposes of feedback and reporting.

ENTITY MANAGEMENT

A large contact centre may have many entities, broken down by location, call flow, sub call flow and queue. Each of these elements exists within the Management Portal allowing for the permutations of the contact centre environment. It is now easy to close entire sites, move calls between locations, overflow calls between call flows and manage non-standard operations.

PROMPT MANAGEMENT

On a call flow by call flow basis, users can now change messages as required, or insert new messages into the call flow or queue. Messages can be uploaded as required, and then selected to be part of the flow, in pre-defined areas of the script.

SPECIAL DAYS AND BULK ADMINISTRATION

Public holiday management in the contact centre, can often be a challenge, with multiple call flows, across multiple work streams, often requiring differing behaviour. Using CCBox Management Portal, supervisors can now create special events, to adjust opening hours and messaging for particular dates, and then assign these across one, or many call flows. Adjustments and changes now take seconds, rather than hours.

CSAT

Easy post call customer satisfaction surveys for immediate feedback from your clients.

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. Callers are seamlessly transferred to the survey, and customers are guided through the process.

REPORT

See recent results to monitor current performance, or view historical data, broken down by the contact centre dimensions e.g. agents, teams, skills to get a view of your customer satisfaction.

Why choose CCBox CSAT?

PERFECT TIMING

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

CUSTOMISED SURVEYS

Ask customers questions that they can answer with yes/no, or ratings using DTMF tones. Ask customers to leave verbal messages, to leave feedback in their own words, aligned to their survey.

CONSISTENT FEEDBACK

Calls are automatically pushed into the survey unless callers opt out. Agents are not informed of which calls are to be surveyed, unless required by the administrators. No more cherry picking of calls to be surveyed or forgotten post call transfers.

EASY ADMIN

Business users can easily manage surveys, using a drag and drop interface to provision and order questions. Default prompts can be loaded for out of band responses.

DATA FILTERS

Filter reporting data as required to get the feedback and call flows, agents, skills, or teams. See average score information, compare results to key contact data, listen to, and download feedback.

Video & 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.<br />

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.

Your complete contact center productivity solution,

CCBox Parts

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 Advance

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

Learn More

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

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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.