Yes. EVOX provides omnichannel customer service integration, bringing phone calls, LINE, Facebook, Instagram, and other messaging channels together in a single interface. Agents and sales staff can handle inbound calls and text-based messages simultaneously — without switching platforms — ensuring no important customer interaction is ever missed.
When a large number of calls come in at once, EVOX Connect uses IVR (Interactive Voice Response) to first guide callers in selecting their needs, followed by ACD (Automatic Call Distribution) to route each call to the most suitable agent based on availability and workload. Even during peak hours, this keeps wait times low and overall handling efficiency high.
Through EVOX Connect, businesses can automatically record all calls and store them in the cloud. Combined with real-time data insights and multi-dimensional analytics reports, managers can quickly assess each agent's service quality and workload at a glance.
