London, UK, March, 2019 -- Foehn, a developer of cloud communications, launched their new cloud contact centre platform, VoxivoCX. This marks the second release from Foehn’s Voxivo platform following the launch of Voxivo Cloud Phone System in 2017.
The feature-set has been based on a thorough appraisal of requirements taken from market research and feedback from Foehn’s SME customer base where contact centre managers are calling for improved agent productivity and reductions in the time and costs incurred on implementation. More rapid user adoption, intuitive controls for operation and stronger user engagement are considered key factors for improving value over the lifetime of the system.
James Passingham, Foehn CTO, explains why:
"The agent is instrumental in the performance of the contact centre system and the quality of the customer experience. That’s why agent needs have been central in the design of VoxivoCX."
"Specifically, our clients tell us that the most critical requirements involve rapid user adoption, ease of operation and strong engagement with the system in the longer term. By addressing these issues, the design of VoxivoCX can make significant reductions in the time, cost and resource incurred in contact centre operation."
"In the design of VoxivoCX we’ve prioritised voice. It’s still the most frequently requested communication channel and it’s used for the most important interactions. By giving the agent strong voice features, VoxivoCX takes user adoption and engagement to a higher level and delivers additional value from improved agent efficiency."
"For many of our clients, their legacy systems have evolved over time into a complex integration of hardware and applications and they now seek the simplicity of VoxivoCX. It’s essential that the transition takes into account the unique operational requirements of each organisation and that’s why clients value our experience and implementation services. The impact of business alignment and customisation on system performance cannot be overstated."
"Our system design takes a lean and agile approach compared with others that attempt to do everything and risk ‘feature fatigue.’ Instead, we focus on the criticality of voice and improved agent productivity. With more rapid user adoption, intuitive controls and stronger user engagement we can deliver real savings in time and cost. This means we can offer pricing that is more competitive and greater value compared with other more complex systems delivering unused functionality."
Posted by Veronica Silva Cusi, news correspondent
Independent managed communications provider, Foehn, was set up in 2000 by James Passingham to manage and implement systems within mission-critical and telco-class networks and data centres across EMEA. The company specialises in IP network and communication solutions for retailers, call centres and small and medium sized businesses.
Published: Friday, March 22, 2019
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