Omni-channel contact centre
Customer communications, employee assessment and analytic reporting
Ditch the crystal ball!
Predictive CX magic is here!
Smartz Solutions is a cloud based omnichannel CCaaS/UCaaS solution disrupting the contact centre market across South Africa, Africa, Europe and the USA.
Smartz Solutions contact centre technology is designed to reduce your total cost of ownership (TCO) and increase your ROI, while improving both client and employee experience at the same time. Experience pure magic through a feature rich and future proof cloud based omnichannel solution.
Let Vox tailor-make a solution for your business.
More about Smartz Solutions
- Omni-channel technology that offers a competitive advantage of integrating back office, communications, and employee engagement in one fully integrated stack.
- Smartz Solutions maps the relationship journey between the agent and the customer experience to give businesses the power of managing the total experience.
- A complete cloud-based CX solution that caters for any size contact centre whether in the office, working from home or hybrid.
- Designed to be modular, Smartz Solutions starts with with Smartz Engage as the foundation layer, Smartz Commz as the communication layer and Smartz Analyse as the analytical layer..
Product Portfolio
Your modular customer and employee engagement suite
Smartz Commz
Commz, the heart of a true omni-channel contact centre platform that gives you the power to create, cultivate and manage great customer experiences all on a single platform.
What Commz can do for your business:
- A complete integrated voice and omnichannel platform
- A single “pane of glass” for all interactions
- Complete customer journey
- Customer surveys
- Real-time link to NPS, CSAT and CET dashboards
- Real-time sentiment analysis
- Build FAQ database for customers and agents
- Gamification
Features and Benefits
Using real-time analysis, you can track customer interactions with an AI-driven sentiment
engine.
Control your interactions with built-in survey and rating capabilities to stop an experience
from turning bad before it has to.
Features and Benefits
Reports can be exported in CSV to import into another BI tool of choice.
Conversations / Sentiments / Leaderboard / Team KPI / CX Analytics.
Compliance / Assets / E-Learning Course / E-Learning Exams / QA Open Evaluations Instances.
Smartz Analyz provides you with an opportunity to request specifically designed and/or adjusted views of our current report range.
Smartz Analyze
Make your data matter with Analyz.
You don’t need hundreds of dashboards showing you data you don’t need. You need specific data and real-time insights to make effective business-critical decisions. A comprehensive reporting and analytics platform that provides your company with real-time dashboards and historical reporting to support the features in employee and customer journeys.
Smartz Analyz promotes data-driven strategies and initiatives, keeping stakeholders alert and ready to tackle challenges, identify opportunities, prevent risks and react to changes.
Smartz Engage
Customer experiences are only as good as the experiences you offer your employees.
Start giving your employees the experiences they deserve through Workforce Engagement Management with Smartz Engage.
When employees are motivated, inspired, and informed, your business will become more productive, profitable and purpose driven. When employees have great experiences, they can offer those same experiences to customers. Increase productivity, quality and compliance on a single platform.
Features and Benefits
Stop waiting for quality reviews to see how your teams feel. You’ll always know how your teams are doing with real-time insights and built-in employee surveys. Happy teams create happy customers.
With employee churn creating the highest cost in contact centers, Engage supports you in
retaining your top talent through an engaging team experience on a single platform.
Move away from excel spreadsheets and build assessments within minutes across all channels. Effectively manage and track quality across your entire company.
Ensure employees always have access to ongoing training with a fully integrated e-learning
platform. Design and build e-learning modules that efficiently link to your agents and teams.
Remove the stress around compliance and use a platform that monitors and supports all your requirements keeping you compliant at all times.
Why Smartz from Vox
market-leading expertise
By choosing Vox as your Smartz Solutions provider, customers can benefit from Vox’s market-leading expertise and commitment to service excellence, combined with Smartz Solutions’ innovative and customer-centric communication platform. This partnership aims to deliver exceptional experiences and support businesses in their growth and customer engagement strategies.
Includes hosting
Vox takes care of all your hosting requirements in our world-class data centres.
Complementary product suite
Complimentary suite of products includes lowest voice rates and last mile fibre services.
Need help?
We have all the contact centre answers you need below
Contact center technology encompasses the software and hardware used in contact centers for digital customer service and support.
Traditionally, call centers relied on phone lines for both inbound and outbound calls. However, modern call center technology extends beyond phone systems to include digital channels (omni-channels) like live chat, video chat, and contact center software applications such as CRMs and workforce optimization software (WFO).
These tools enhance efficiency, improve customer service, and allow for better data analysis.
Omni-channel refers to an integrated, well-structured, and consistent customer experience across all possible channels that a customer engages with a business.
These channels could consist of, but not limited to, voice, video, SMS, WhatsApp, e-mail, web chat, fax, fax to e-mail, social media.
Some key trends include:
- AI and Automation: AI-driven chatbots and automation enhance self-service options.
- Cloud-Based Solutions: Scalable, flexible, and cost-effective cloud solutions.
- Personalization: Using data to tailor interactions to individual customer needs.
- Analytics and Insights: Leveraging data for better decision-making.
- Security and Compliance: Ensuring data protection and regulatory compliance
Contact center technology shapes a customer’s journey by supporting interactions across channels.
It ensures interactions reach agents and facilitates seamless communication between customers and the brand, regardless of the channel used.
Contact center technology offers several benefits:
- Improved Customer Service: Efficient call routing and better tracking of interactions lead to faster resolutions and a more satisfying customer experience.
- Increased Efficiency: Automation frees up agents for complex tasks, reducing wait times.
- Enhanced Data Analysis: Capturing and analyzing customer data helps identify trends and improve service offerings.
- Workforce Management: Real-time monitoring and scheduling optimize staffing levels and agent performance.
- Cost Savings: Automation and efficiency improvements reduce operational costs
- Retail and e-commerce
- Financial services
- Healthcare and pharmaceuticals
- Travel and hospitality
- Technology and communications
