Many companies today have own customer care service department or call centers. It helps them contact potential customers and provide quality services to their existing customers. Proper management of the different mode of communication used, such as phone, email and chat, will enhance the productivity a call center; this will eventually lead to profits. OnXMedia is one such software that companies are finding extremely useful in managing varied commutation applications. With it, companies can easily manage phones, chats, emails and other modes of communication with this PBX (Private Branch Exchange) software.

Automatic call distribution is a prominent feature of OnXMedia software. It helps in the effective management of inbound and outbound calls and automatically transfers calls to agents based on the calls’ level of priority and the skill required to handle the call. It allows you to replace the typical monotonous greetings with customized greetings, providing a personalized touch and reducing the call response times. It also helps call center to reduce the number of abandoned calls. The inbuilt CTI link displays all necessary details about a customer on the agent’s screen, allowing them to handle calls with ease. The other feature of ACD is IVR, auto call back, call waiting, rerouting and voice mail.

Email management: emails are the most commonly used means of communication, and managing them properly is a necessity. OnXMedia treat emails like it treats voice calls and routes them to various departments by identifying them by keywords, and also sets up the priority level. It helps the line managers in efficient monitoring by helping them to create various reports by just a click.

Intelligent skills-based routing: call center agents make and receive numerous calls in a day and not all calls are alike. All calls require a special skill set and approach; some are handled by new agents and others require highly skilled executives to handle them. The intelligent OnXMedia skills based routing feature transfers calls as per the skill set required for the job. This results in better call quality and high level of consumer satisfaction.

Video call & web management: video calls provide real time communication and are used for day-to-day personal and business communication. The Auto & Predictive Dialer feature helps to manage call campaigns smoothly. Call centers can make video calls using OnXMedia, which allows you to communicate with clients through a website. The agents have the option to interact with customers over the phone, through video conferencing and live chats.

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