QVOICE Platform Documentation Home¶

QVOICE Platform Unified Cloud Phone System & CX: Customer Experience Contact Center¶

Cloud Phone System

Inbound Contact Center CX

Don't just send your customers to voicemail or worst yet reject the call with a busy tone when you or your team are on the call. Have your customers wait a few minutes listening to music or your pre-recorded messages while one of your team members becomes available. The queues will connect the waiting customer to next available staff member or agent as soon as they become available.

Omni Channel CX

Go beyond Voice and allow your customers to connect with your company and your agents using multiple channels such as web chat, sms, email and social (LINE, Facebook, Whatsapp and others) . Omni Channel CX will drastically improve your customer satisfaction by improving your availability and accessibility.

Outbound Dialers & Campaigns

Never manually dial call lists again, have our dialer campaigns connect your agents to your customers quickly and efficiently. Improve agent productivity and get in touch with your customers faster in order to improve customer service.

Cloud Phone System
Unlimited Nested IVRs	Desktop, Web, Mobile Applications	Transfer: Blind and Attended
Visual IVR Builder, Time of Day, Menus Multi-Language IVRs	Auto and Bulk provisioning of IP Phones Polycom, Yealink, Cisco, Fanvil ...	Unlimited Parking and Pickup Shared Line Appearance
Quick Setup PBX/UC Wizard	HD High Quality Codecs	Overhead Paging
Bulk and One Click Onboarding	Voice call encryption and security	PIN enabled dialing
End-User Passwordless Access via Email Magic Link	Rich reporting and analytics: CDRs, User Activity, SIP Logs	Call move, example from Desktop to Mobile
Email to Fax & Fax to Email & Fax to Win Directory	Locations support	Hot Desking
eFax sending and reporting	Tags and Tag grouping and restrictions	Multiple Custom Caller IDs
Call Spy, Barge on any PBX call	Stereo Call Recording and Recording Management	Music on Hold
Custom SIP Trunking support	User Presence and Head Up Display	Call Delegation
Intercom	Quick or Speed Dial	Call Screening
Voicemail to Email and Visual Voicemail	Unlimited Ring Groups with next actions	Phone Blacklisting
SMS	Collaboration: Chat, Group Chat, File, Video, Screen Share	Video Meetings, Scheduling, Screen Share

CX Inbound Queues
Advanced ACD	Unlimited Visual IVR	AI Routing*
Queue Callback	Drag and drop IVR flow builder	AI Customer Sentiment*
Queue to Queue Failover	Adaptive IVR, dynamically adapt to customer journey	Agent Spy, Barge, Whisper
Queue Priority	Cradle to Grave Reporting	Supervisor and Operator Dynamic View
Queue Pre-Connect Actions	Missed Call Notification	Customizable Wall Dashboards
Queue PopUp	Skills based routing	WebPhone Client SDK: embed voice calls into your website
Queue Next Actions	Custom user input and validation	CRM Integration: Zoho Phonebridge, Salesforce, API
Queue Stereo Recordings	Customer Identification	Compliance: PCI
Queue Advanced Reporting	Speech enablement	Post-Call Survey: CSAT
Queue Advanced Analytics	API Integrations and Tags	Agent Outbound Analytics

CX Omni-Channel
CX ACD	Integrates with existing Voice Queues	AI Routing*
WebChat	Use existing Voice Agents to handle CX Channels	AI ChatBots*
Facebook & Messenger	Cradle to Grave CX Reporting	Predictive Engagement
Twitter	Missed Channel Notification	Post Transaction Survey: CSAT
WhatsApp	Skills based CX routing	Customer Engagement Workflows
Custom API integration	Custom user input and validation	Pre-Chat Validation
Email	Private Notes
SMS	Chat Contact History
Telegram	Customer Tags
LINE	Advanced Analytics

CX Outbound Dialers and Campaigns
Unlimited Campaigns	Integrates with existing Voice Queues	Campaign Reports & Analytics
Campaign Control: Start, Stop or Schedule	Use existing Voice Agents to handle CX Channels	Campaign Lead Reports
Campaign Lead Bulk Upload	Lead Retry and Cool Off	Agent Outbound Call Reports
Campaign Dynamic Lead Update	Lead Voicemail State