IP PBX and Contact Center Features

XVP is equipped to handle an unlimited amount of call queues, servicing an unlimited number of DNIS and DID routes. In addition, all calls are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven routing plans.

The Proximo XVP IVR system is an XML-based platform for self-service voice portal applications and prompt-response dialogues. It can work as a standalone component or as a unified part of the contact center.

Voicemail boxes can be setup for all users on the system. Voicemails can be individually configured to route to a user’s email address, or even be accessed from any browser.

XVP automatically tracks all interactions by account, contact, and case. This capability is fully integrated with the ACD and IVR. If Recording is enabled, the interaction history links directly to the recording of each call.

Proximo’s XVP includes a state-of-the-art outbound dialer with an array of campaign management tools and call blending capabilities. Dialing modes include preview dialing, power dialing, predictive dialing, and unattended message blasting. An advanced algorithm is used to dynamically control the predictive dialing rate, allowing organizations to meet abandoned call regulations without sacrificing agent productivity.

XVP provides multimedia recording, enabling users to store and access all caller/agent interactions in all channels. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, and so forth. In addition, all calls can be recorded to meet legal compliance or other requirements. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for reviewers. Supervisors can silently monitor calls as they are happening.

Proximo’s XVP provides real time reporting of all call center activities. Supervisors and administrators can view the reports from any location with a browser. The HTML-based wallboard is easily customized and requires no proprietary hardware. The platform also stores data on all call-related and agent-related events for historical reports. Many standard reports are included. The database schema is open, enabling customers to create custom reports using standard report generation tools.

Proximo’s XVP provides call center agents with an interface for managing all customer interactions, including telephone and Internet, live and message-based, inbound and outbound. Agents may also use an external IP or circuit phone, and a many functions are available to PC-less phone agents using only an IP or a circuit phone.

Supervisors have a real time view of all call center activities, and access to historical reports. User permissions allow certain supervisors to view only campaign specific data or statistics. Supervisors can also monitor agents in silent mode with barge-in mode, available for telephone calls.

For the hosted configurations of service providers and self-hosting enterprises, the platform features strong multi-tenancy capabilities with individual tenant self-administration. The hierarchical environment supports tenants, and service providers, each of which has a browser-based access to its needed administration tools.