Making your contact centre smarter
Smartz Solutions is a cloud-based omnichannel communications platform perfectly designed for contact centre teams to deliver seamless, personalised customer experiences across every communication channel.
Unlike other platforms, Smartz Solutions brings your back office, communications, and employee engagement under one fully integrated stack.
Did you know
75%
of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.).
67%
of customers report a terrible customer experience as the reason for switching businesses.
33%
of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps.
Product Portfolio
Your modular customer and employee engagement suite
Integrated CCaaS Platform
Boost sales and loyalty on one platform
- A complete integrated voice and omnichannel platform
- A single “pane of glass” for interactions
- Complete customer journey
- Customer surveys
- Real-time link to NPS, CSAT & CES dashboards
- Real-time sentiment analysis
- Gamification
- And more…
Employee Engagement Platform
Build motivated teams that drive brand loyalty
- An employee engagement platform
- Complete employee journey
- E-learning and quality assessment (multitiered)
- Asset management
- Compliance and adherence
- Time and attendance
- Employee surveys
- Recruitment
- Organogram – Hierarchy structure
- And more…
Reporting and Analytics Platform
Make faster business decisions with real-time data
- Real-time BI dashboards
- Intuitive and allows for caching
- Drill down & link to every interaction/ conversation
- Build on insights for a deeper understanding of any business case
- Measure, analyze and improve your CX and EX with both Smartz Commz and Smartz
- Engage reports and dashboards
- Comprehensive historical reporting
- And more…
Why Smartz with 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
Complementary suite of products includes lowest voice rates and last mile Fibre services.
Rand based and locally developed
With Smartz from Vox, you avoid costly foreign exchange rates and get support that’s in your time zone, 24/7/365.
Need help?
We have all the contact centre answers you need below
Contact centre technology encompasses the software and hardware used in contact centres for digital customer service and support.
Traditionally, call centres relied on phone lines for both inbound and outbound calls. However, modern call centre technology extends beyond phone systems to include digital channels (omni-channels) like live chat, video chat, and contact centre software applications such as CRMs and workforce optimisation 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 uses to engage with a business.
These channels could include the following: Voice, video, SMS, WhatsApp, e-mail, web chat, fax, fax to e-mail, and 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
- Personalisation: Using data to tailor interactions to individual customer needs
- Analytics and Insights: Maximising data for better decision-making
- Security and Compliance: Ensuring data protection and regulatory compliance
Contact centre technology shapes a customer’s journey by supporting interactions across channels.
It ensures that 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 leads to faster resolutions and a more satisfying customer experience
- Increased Efficiency: Automation frees up agents for complex tasks, reducing waiting times
- Enhanced Data Analysis: Capturing and analysing customer data helps identify trends and improve service offerings
- Workforce Management: Real-time monitoring and scheduling optimises 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
