BCP: Prepping Your Call Center for the Unexpected

What every business needs is a robust and detailed continuity plan to help with disaster recovery. Operational downtime – no matter how short – can add undue burden and appear suddenly at any time. Companies have experienced losses of $10,000 to $5,000,000 per hour as a result of inactivity. Imagine if you lost a full…

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CEO Message: A Look Back at 2020

Dear Valued Customers, Oh, what a year 2020 has been.  First and foremost, thank you to all of our customers, vendors, and employees who’ve helped us navigate through this unprecedented time. Your steady outreach to us regarding your needs, challenges, and desires for a better user and customer experience has me excited to share with…

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Pandemic Impact: 5 Use-Cases for Virtual Numbers

Businesses use virtual numbers to handle a wide range of needs to strengthen their inbound and outbound strategies. These telephone numbers use VoIP technology and because they’re not directly bound to a physical line, companies have the flexibility and cost-effective means to make, take, and forward calls to one or multiple devices anywhere around the…

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AVOXI’s 2020 Contact Center Software Product Highlights

Twenty-twenty has been an unpredictable year, to say the least. Despite the business disruptions caused by the pandemic, your customers are still expecting an exceptional experience every time they call into your business.  AVOXI’s product and development teams have been hard at work optimizing, streamlining, and enhancing our contact center software to keep your inbound…

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Leave On-Hold Behind: The Benefits of Queue Callback

When customers have questions, they don’t want to hear “We’re sorry, but all agents are currently assisting other customers.” playing through the IVR. Nobody enjoys being tethered to their phone just to connect with support. Instead, they want fast and easy conversations that resolve their issues.  Customers have exceedingly high expectations and if your business…

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AVOXI Hits the Mark Where Others Fall Short

The Challenge Kenneth Copeland Ministries Colombia found themselves relying on a contact center solution that was no longer fitting their business needs in the LATAM region. With a growing international audience, KCM Colombia needed an intuitive, cloud-based contact center platform with reliable VoIP and CRM integration technology to establish streamlined communication channels, particularly with their…

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AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation

Atlanta, GA – September 25, 2020 — The National Association of Business Resources has announced the Summer 2020 winners of its 10th annual Best and Brightest Companies to Work ForⓇ competition. It’s with great pride and enthusiasm to share that AVOXI was one of their high scorers, joining other prominent companies like BlackBerryⓇ, Gables ResidentialⓇ,…

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The Call Center Manager’s Guide to Service Level Agreements

Measuring the Service Level (SL) of your organization can help you make informed decisions regarding your workforce and the company. Call center managers lean on this data to guide their internal processes, drive revenue, and empower teams to work together towards common goals and objectives.  Brands that maintain a level of standardization generally have healthier…

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Tech Tips: Improving Internet Connection Issues of WFH Agents

2020 sure has turned the world upside down for people and organizations worldwide. The coronavirus pandemic has sent hundreds-of-thousands of businesses into a tizzy, shifting work operations home – many for the very first time.  As call center agents try to balance remote work with home life – plus virtual learning schedules of kids -…

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