See how CCBox Parts could help your business

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.