EVOX Connect consists of a 100% cloud-based, AI powered omnichannel contact center and a highly customizable Connect Knowledge database. Together they provide precise management of customer and partner information, while consolidating the complete history of voice and text communications into one visual interface. Connect Manager offers a range of features for supervisors, including real-time monitoring dashboards, scheduling tools and analytical reports. The local EVOX technical support team can help you integrate EVOX with your other cloud-based CRM, ERP, or POS systems via a complete suite of APIs to help you deliver an exceptional customer experience. It also provides a complete platform to deploy AI Agents (EVAA) to work side by side with your Contact Center team.
Bring phone, social media (LINE/FB/IG) and web chat/calls together in one interface. Manage conversations, track records, route cases and analyze performance — without switching platforms. Efficiently capture every opportunity without missing a single message to elevate your customer experience.
With EVAA, the system accurately identifies intent and automatically handles common inquiries. Combined with intelligent routing, complex requests are directed to the right agents, allowing teams to focus on higher-value or higher complexity tasks.
After each call, AI instantly transcribes the conversation and generates a summary. On average, it can save up to 80% of post-call documentation time, eliminating the need to replay recordings or take manual notes.
Create customized labels for calls and messages that can be generated by generative AI, allowing flexible categorization based on your business needs. These labels not only standardize records but also lay the foundation for future search and trend analysis, helping businesses capture key interaction insights and service quality trends.
Customize contact information fields to design a database to meet your management needs, with a rich set of reference templates to expedite contact profile setup. Social media contacts are integrated into the database to ensure interactions through all channels are complete for each customer.
The Activity tab displays all call and social messaging logs for the selected contact. You can filter reports by agent, team, date, channel, and status, making it easy to get a complete picture of and gain insights into customer interactions.
Easily configure team permissions and adjust agent devices and service channels based on your needs. Whether scaling your workforce quickly or assigning skills precisely, everything can be managed flexibly through a single interface. Ensure every team member has the right tools to maximize efficiency.
Monitor all ongoing calls in real time with stealth listening, barge in, or take over modes to address any customer situation.
External Recording captures interactions with clients and partners to provide deep customer insights and mitigate legal risks. Internal Recording tracks cross-departmental discussions to ensure accountability and preserve key decisions. All calls are automatically cloud-synced and transcribed into searchable text for seamless retrieval.
Gain real-time insights with multi-dimensional analytics reports to help supervisors fully understand team operations and resource utilization. Transform fragmented communication data into actionable decisions, enabling precise workforce allocation and process optimization.
Seamlessly integrate with third-party platforms such as Microsoft Teams, Salesforce, Zendesk, HubSpot, Whoscall, and custom-built CRMs, allowing data to align with existing business processes and unlocking scalable business value.
An omnichannel cloud contact center allows businesses to manage multiple communication channels — such as phone, LINE, Messenger, and Instagram — with a single platform. By integrating all customer interaction records, teams can gain full conversation context in real time, improving response efficiency and service consistency.
When calls and social messaging are managed separately, it often leads to missing information, repeated inquiries and information gaps across channels and teams. By integrating them into a single platform, customer service and sales teams can access complete conversation history and customer context in real time, reduce tool switching and improve collaboration efficiency and customer experience.
Omnichannel contact centers are well-suited for a wide range of businesses — particularly those managing multiple communication channels (such as calls and social messaging), facing cross-team collaboration challenges, or lacking clear operational visibility. By centralizing call and messaging records, and integrating routing, distribution, and labeling systems, businesses gain a comprehensive view of traffic patterns and service workloads for more effective staffing during peak periods. With features like AI-powered labeling, call transcription and summarization and advanced analytics, managers can monitor performance and interaction trends in real time. These insights help organizations better understand customer communication, optimize resource allocation and continuously improve service quality.
Most traditional systems only handle a single communication channel, with data scattered across different platforms, making integration and analysis difficult. EVOX Connect not only integrates calls, social channels, and multiple communication tools, it provides a platform for AI automation and integration with customer databases and existing CRM systems. With AI call transcripts, conversation summaries and labeling, and comprehensive reporting and analytics tools, businesses can gain full visibility into all interactions and transform conversation data into trackable, optimizable operational data assets.
Yes. EVOX Connect supports integrations with third-party systems such as Salesforce, Zendesk, HubSpot, and Vital CRM, as well as custom-built CRM systems with a set of APIs. Through API integration, teams can access customer data and interaction history in real time while handling calls or messages, improving service efficiency.
To integrate LINE messaging, businesses need to use a LINE Official Account (LINE OA). By connecting the official account, EVOX Connect can unify LINE conversations with calls and other social messaging channels into a single AI powered management platform, allowing teams to handle all customer interactions in one place while preserving complete conversation records.
EVOX Connect includes built-in generative AI features such as call transcription, conversation summaries and labels. We also provide fully integrated EVAA AI Agents that can automate IVR and many routine contact center functions to off load your live agents and provide more faster response time and better customer experience.
