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Transforming Contact Centers with 3CX as a CCaaS and Voxtelesys

Transforming Contact Centers with 3CX as a CCaaS and Voxtelesys

CCaaS
3CX
Flow Builder
Transforming Contact Centers with 3CX as a CCaaS and VoxtelesysThe modern contact center landscape demands agility, intelligence, and seamless integrations. As businesses shift toward cloud-based solutions, 3CX emerges as a powerful Contact Center as a Service (CCaaS) platform, offering unmatched flexibility and cost savings. When combined with Voxtelesys’ advanced telecom solutions—including AI-powered call support, VAST Flow Builder, and Microsoft Teams Direct Routing—3CX becomes an all-in-one communication powerhouse for businesses seeking to optimize their customer interactions. Learn More
3CX License Management in the Voxtelesys Portal for Agents

3CX License Management in the Voxtelesys Portal for Agents

Portal
3CX
Calling
3CX License Management in the Voxtelesys Portal for AgentsWe're excited to announce the launch of 3CX License Management in the Voxtelesys Portal for Agents! Now, agents can easily view, renew, and upgrade their customers' 3CX licenses, submit purchase requests, and directly manage licenses up to 32SC—all within a streamlined, user-friendly interface. With flexible payment options and built-in approval workflows, agents can efficiently handle licensing needs while ensuring seamless service for their customers. Log in to the Voxtelesys Portal today and take control of your 3CX licensing like never before! Learn More
Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging Faster

Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging Faster

10DLC
TCR
SMS
Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging FasterIf you’ve recently tried registering for 10DLC messaging, you’re likely familiar with the challenges: Long approval times, Unanswered support requests, Weeks of delays with no ability to send outbound SMS or MMS. You’re not alone. Many businesses come to Voxtelesys after facing roadblocks with other providers. Learn More

Popular Blogs

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

Support
Business Solutions
3CX
2024: A Year of Growth & Excellence for the Voxtelesys Support TeamAt Voxtelesys, we pride ourselves on delivering unmatched support to our customers. In 2024, we took bold steps to enhance our support team, ensuring that our clients receive the expertise and assistance they need when they need it. With a focus on growth, certification, and strategic restructuring, our team is now better equipped than ever to deliver exceptional service. Learn More
3CX Version 20

3CX Version 20

Call Center
SMB
PBX
3CX Version 20Take advantage of our offer: No setup fees will be charged for upgrading to 3CX V20 with Hosting by Voxtelesys until March 2024! - 2 Core, 2 GB All 3CX's hosted by Voxtelesys come standard with a minimum of 2vCore and 4GB's of memory, so no worries here. - Sufficient Disk Space needed. Ensure a minimum of 5 GB of free disk space - The source list must remain unaltered for a successful upgrade; any modifications will result in failure Remove any additional source lists. If you are utilizing Microsoft Azure, verify by checking "cat /etc/apt/sources.list.d/microsoft-prod.list." Learn More
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX
911
Calling
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration3CX is leading the telecommunications industry with its new release, v20, which features an innovative integration of Dynamic E911. The main change in this update is that 3CX has decided to use geo-routing headers. This move simplifies the process and enhances the reliability and efficiency of emergency call routing. Learn More
Home / Learning Hub / Blogs / Improve Call Center Productivity with Customer Self-ServiceFAQs
Improve Call Center Productivity with Customer Self-Service
Call Center
SMB
IVR

Everyone loves the feeling of being good at what you do. Most contact center agents will tell you that “easy” questions that are frequently asked and easily resolved provide a much-needed balance to their day and allow them an instant sense of gratification when they can solve a caller’s issue quickly. However, they will also tell you that after the 500th recitation of store hours or warranty information, the distinction between “easy” and “monotonous” becomes painfully clear. This is why customer self-service is increasing in popularity.

Agents feel an even greater sense of engagement and satisfaction with their performance when they’re able to help customers with complex inquiries. Customer self-service solutions, like IVR, may seem counter-intuitive to keeping your call center agents busy, but it can actually create efficiencies that will improve productivity and increase employee morale.



Customer Self-Service Raises the Bar

Customer self-service solutions not only enhance the satisfaction and productivity of your support agents but also significantly improve customer happiness. A recent report by Gartner emphasizes the importance of optimizing consumer self-service experiences, ranking it as a top priority for businesses focused on elevating customer experience and service. Furthermore, Aberdeen research highlights that companies boasting robust omnichannel engagement strategies maintain customer retention rates at an impressive 89%, in stark contrast to the 33% retention seen in businesses with less effective strategies.

It's essential to acknowledge that not all queries can be effectively handled via self-service channels. Although these options are crucial for reducing operational costs and maintaining customer satisfaction, the intricate issues that necessitate live agent intervention can enrich agent engagement opportunities. Agents skilled in navigating complex situations and exhibiting superior customer service abilities, such as defusing tensions with upset customers, are invaluable for enhancing the overall customer experience.

As customers utilize self-service channels like Interactive Voice Response (IVR) systems for straightforward inquiries, agents are freed up to address more complex questions. This shift not only enables agents to provide more comprehensive solutions beyond the basic responses available through self-service but also boosts their engagement, sense of achievement, and opportunities for professional advancement.


Interested in integrating customer self-service solutions into your call center operations? Contact us today. Need a robust solution that will fit the unique needs of your business? Voxtelesys's Open APIs give you the ability to find and create the best solution for your company.


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