Avoxi - Detailed Review
Communication Tools
Avoxi - Product Overview
AVOXI Overview
AVOXI is a leading provider of cloud-based communication solutions, particularly in the area of global voice and contact center services. Here’s a brief overview of what AVOXI offers:Primary Function
AVOXI specializes in delivering mission-critical cloud voice services that enable businesses to connect and communicate effectively with their customers across the globe. The platform is designed to modernize and streamline global voice communications, making it easier for companies to manage their customer interactions.Target Audience
AVOXI’s primary target audience includes retail and e-commerce brands, as well as software and technology companies that need to communicate with customers globally. Their solutions are particularly beneficial for enterprises looking to enhance their customer engagement and loyalty through reliable and personalized communication.Key Features
Global Voice Coverage
AVOXI offers a wide range of virtual numbers in over 150 countries, allowing businesses to establish a local presence and increase customer engagement through local caller ID for both inbound and outbound calls.Intelligent Routing and Automation
The platform includes intelligent routing technologies that match callers with the best agents based on shared characteristics, ensuring that customers are connected to the right representatives quickly. Additionally, AVOXI automates workflows, such as call logging and reporting, to increase productivity and dedicate more time to customer interactions.Integration Capabilities
AVOXI seamlessly integrates with various technologies, including CRM systems, helpdesk software, and chat tools. This integration provides agents with a 360-degree view of customer information, enhancing the overall customer experience.Cloud Agility
The cloud-based solution eliminates the need for additional infrastructure and unnecessary costs, allowing businesses to move faster and connect with more customers. This cloud agility enables quick setup and scalability as the business grows.Call Insights and Quality Management
AVOXI provides tools for monitoring, managing, and reporting call quality issues from a single dashboard. This ensures that customers receive the best possible experience during each call. The platform also supports proactive call monitoring and service-level metrics to maintain superior voice outcomes.Advanced APIs and Routing
The platform includes programmable APIs for managing communications inventory and simplifying regulatory compliance. Features like VIP Routing allow valuable customers to bypass call queues and connect quickly with the best-fit agents.Conclusion
In summary, AVOXI is a comprehensive communication platform that helps businesses deliver personalized, efficient, and reliable global voice services, making it an essential tool for enhancing customer communication and loyalty. Avoxi - User Interface and Experience
User Interface Overview
The user interface of AVOXI, as described in various reviews and features, is characterized by its user-friendly and intuitive design, making it easy for users to manage and utilize the communication tools effectively.Ease of Use
AVOXI is known for its straightforward setup and installation process. Users can quickly get the system up and running without needing extensive technical expertise. The platform features an intuitive dashboard and user-friendly interfaces, which contribute to a hassle-free onboarding experience.User Interface
The interface is designed to be simple and easy to understand. It allows users to manage various features such as purchasing, porting, and tracking numbers online, as well as configuring settings and monitoring call quality. The platform also provides advanced analytics and insights, enabling users to make informed decisions about their communication operations.Mobile Compatibility
AVOXI’s mobile app extends the functionality of the system to smartphones, allowing users to manage calls, settings, and customer queries from anywhere. This mobile compatibility is particularly beneficial for businesses with on-the-go teams or those adopting flexible work arrangements, ensuring responsive and efficient communication regardless of the user’s location.Customization and Integration
The platform offers impressive customization options, such as virtual numbers and inbound caller IDs, which can be easily integrated with desktops, laptops, and mobile devices. It also integrates seamlessly with various contact center, communications, and enterprise applications, including Microsoft Teams and CRM systems. This integration capability enhances the overall efficiency and effectiveness of customer support operations.Overall User Experience
Users have praised AVOXI for its ease of use, value for money, and excellent customer support. The platform is described as simple to configure and use, with minimal dependency on the support team for configurations. The real-time insights and analytics provided by AVOXI help in optimizing customer support operations, leading to higher first contact resolution rates and improved overall customer service experience.Conclusion
In summary, AVOXI’s user interface is intuitive, easy to use, and highly customizable, making it an excellent choice for businesses looking to streamline their communication processes and enhance their customer support operations. Avoxi - Key Features and Functionality
AVOXI Communication Tools
AVOXI offers a comprehensive suite of communication tools that are enriched with advanced features and integrations, including some AI-driven capabilities. Here are the main features and how they work:
HD Voice Quality
AVOXI ensures high-definition voice quality through advanced voice compression algorithms. This technology prioritizes clarity and detail in every conversation, providing crystal-clear audio for both business and personal calls. This feature enhances communication clarity and reduces misunderstandings.
Advanced Call Blocking
AVOXI’s advanced call blocking feature allows users to block unwanted calls effectively. With customizable settings and the ability to create blacklists, users can filter out telemarketers, spam calls, and other nuisances. This feature reduces interruptions and enhances overall productivity.
Voicemail Transcription
AVOXI’s voicemail transcription converts voicemail messages into text, providing a convenient and time-saving way to review messages. This feature is particularly beneficial for users with hearing impairments and allows for a quick glance at voicemail contents without listening to the entire message.
Smart Call Forwarding and Live Call Transfers
AVOXI offers smart call forwarding and live call transfer features. These allow calls to be forwarded to different numbers or transferred to other agents seamlessly, ensuring that calls are handled efficiently and that customers are connected to the right person quickly.
Virtual Receptionist
The virtual receptionist feature automates the process of answering and directing calls, using IVR (Interactive Voice Response) and automatic call distribution to connect callers with the best agent for their needs. This streamlines customer interactions and improves the overall call flow.
CRM Integrations
AVOXI integrates seamlessly with various CRM platforms such as Salesforce, Zendesk, Zoho, and more. These integrations provide agents with contextual customer information through screen pops, simplifying workflows and enhancing customer interactions. This integration also automates tasks like call logging and reduces errors.
Global Outbound Dialing
AVOXI’s cloud contact center platform includes global outbound dialing features, allowing agents to make outbound calls to any location worldwide with customizable caller IDs. The click-to-dial extension further simplifies this process by enabling agents to make calls by clicking phone numbers from webpages, spreadsheets, or CRM platforms.
AI-Driven Call Insights and Routing
AVOXI incorporates AI through its call insights and intelligent call routing features. The “Skills-Based Routing” technology matches callers with the best agents based on commonalities, ensuring calls are handled by the most suitable agent in the shortest time possible. Additionally, the platform provides call quality monitoring and reporting from a single dashboard, helping customers proactively manage their communications.
Webphone and Remote Management
The AVOXI Webphone allows agents to handle calls from their computers or mobile devices without needing physical phones. This browser-based webphone supports features like click-to-call, global outbound dialing, and CRM integrations, enabling remote management and enhancing agent productivity.
Call Monitoring and Coaching
AVOXI’s contact center platform includes live call monitoring, call scoring, and coaching features. These tools allow admins to monitor agent performance in real-time, provide personalized feedback, and guide agents to better performances through features like call whisper and barge.
Analytics and Reporting
The platform offers intuitive dashboards with drill-down analytics, allowing users to track key metrics such as call volumes, agent activities, and customer success metrics in real-time. Scheduled reporting and shared reports also help in tracking historical trends and distributing reports efficiently.
While AVOXI’s platform is highly integrated with various tools and features, the specific integration of AI is primarily seen in the intelligent call routing and call insights capabilities, which help in optimizing call flows and enhancing customer interactions. However, detailed information on the extent of AI integration beyond these features is not extensively provided in the available sources.
Avoxi - Performance and Accuracy
Performance
Avoxi is renowned for its superior call quality, which is a crucial aspect of its performance. The platform boasts a global VoIP infrastructure that ensures crystal-clear calls, regardless of the location. This is supported by a Mean Opinion Score (MOS) of 4.2, indicating high-quality voice communications. The software also offers unlimited concurrent calls, allowing businesses to handle a high volume of calls simultaneously without any degradation in quality. This feature is particularly beneficial for large contact centers and businesses with high call volumes.Uptime and Reliability
Avoxi demonstrates a high level of reliability with a consistent uptime of 99.995%. This ensures that the service is almost always available, which is vital for maintaining continuous communication with customers.Support and Reporting
The platform provides extensive reporting and analytics features that offer data-based insights into team performance. Users can generate reports on various metrics such as inbound and outbound call activity, average call duration, and individual agent performance. These features help in monitoring and improving customer service KPIs. However, some users have noted a lack of customization options for dashboards per agent and setting SLA time thresholds, though these features are reportedly in development.Customer Support
Avoxi is praised for its excellent customer support, which includes 24/7 phone support, email support, and a comprehensive knowledge base. This level of support is highly valued by users, especially in critical communication services.International Capabilities
Avoxi offers international numbers and supports global communication, making it an excellent choice for businesses operating across different regions. The platform’s ability to facilitate real-time communication across countries is particularly highlighted as a significant advantage, especially during times when travel is restricted.Limitations and Areas for Improvement
While Avoxi performs well in many areas, there are a few limitations and areas where improvements are needed:Customization of Dashboards
Currently, users cannot customize dashboards on a per-agent basis, and there is no option to set SLA time thresholds. However, these features are in the works.Specific Feature Customization
Some users might find the lack of certain customization options for specific features a bit restrictive, though the overall functionality of the platform is well-regarded. In summary, Avoxi’s performance is marked by high-quality call services, reliable uptime, and comprehensive reporting features. While there are some areas for improvement, such as dashboard customization, the platform’s strengths make it a reliable choice for businesses needing advanced VoIP and contact center solutions. Avoxi - Pricing and Plans
Pricing Plans
AVOXI offers three main pricing plans, each catering to different business needs:Launch Plan
- Cost: $0 per user/month (billed annually)
- Features:
- Call Forwarding
- Automatic Virtual Attendant
- Call Recording and Storage
- Call Insights
- Microsoft Teams direct routing integration
- Disaster recovery and failover routing
- International, domestic, local toll-free, and mobile numbers
- Best For: Small to Medium-sized Businesses (SMBs) just starting their call center operations.
Contact Plan
- Cost: $24.99 per user/month (not $19.99 as mentioned in one source, which seems to be outdated)
- Features:
- All features from the Launch Plan
- Salesforce Integration
- Agent Webphone and Dashboard
- Automatic Call Distribution (ACD) Routing
- Live Monitoring
- Mobile App for call management
- Designated onboarding coach and training program
- Best For: Mid-market companies looking to streamline their processes.
Engaged Enterprise Plan
- Cost: $49.99 per user/month
- Features:
- All features from the Contact Plan
- Queue Callback
- Skill-Based Routing
- Live Monitoring and Coaching
- Unlimited Data Storage
- Custom Integrations (Open API)
- Best For: Enterprise-sized businesses looking for advanced automation and analytical features.
Additional Costs
While the base plans have clear pricing, there are several additional costs to consider:- Number Fee: $12.49 minimum per number/month (minimum 1 number required)
- Platform Fee: 2.5% of spend with a $9.99 monthly minimum in Standard, 4% of spend with a $99.99 monthly minimum in Premium
- Onboarding Fee: $149.99 initial onboarding fee for new customers (<6 licenses)
- Unlimited Calling Plan: $9.99 per number/month for unlimited inbound and outbound calls in the US and Canada
Free Options
- The Launch Plan is free, but it comes with associated costs such as phone number fees, call minutes, and platform charges.
Key Considerations
- Despite the attractive base pricing, the total cost can increase significantly due to the additional fees.
- Higher-tier plans lack AI features and some vital agent enablement tools like sales dialers.
- Customer support is a commonly criticized aspect of AVOXI’s service.
Avoxi - Integration and Compatibility
AVOXI Overview
AVOXI, a leading provider of global voice and contact center solutions, offers extensive integration capabilities and broad compatibility across various platforms and devices, making it a versatile tool for businesses.
Integrations with Other Tools
AVOXI integrates seamlessly with a wide range of contact center, communications, and business applications. This includes popular CRM systems like Zendesk, ActiveCampaign, HubSpot, Zoho, and Pipedrive, allowing organizations to combine their voice and CRM platforms effortlessly.
In addition to CRM integrations, AVOXI also integrates with support platforms such as Freshdesk, Help Scout, and Intercom. These integrations enable teams to manage all customer conversations within a single platform, enhancing efficiency and customer engagement.
Compatibility Across Platforms
AVOXI’s cloud-based solution ensures compatibility across different operating systems. It works smoothly on Mac OS (OS X Yosemite 10.10 or later) and Windows (7, 8, and 10 or later).
Device Accessibility
The platform is accessible across various devices, including desktops and laptops, thanks to its browser-based application. This means you can work anywhere with just a computer and an internet connection. AVOXI supports Google Chrome, Firefox, and Edge browsers, leveraging WebRTC capabilities for seamless communication.
Network and Hardware Requirements
For optimal performance, AVOXI requires a minimum of 4 GB RAM (8 GB recommended) and 500 MB of hard disk space. The platform also necessitates a stable internet connection with at least 150 kbps download and upload speed per call. Additionally, a full-duplex sound adapter or a USB/3/4mm headphone jack is required.
No-Code Software and Ease of Use
AVOXI’s platform is designed to be user-friendly, even for those without coding expertise. It offers drag-and-drop call flow configurations, making it easy to integrate and use within existing business tools. This no-code approach streamlines operations and allows for quick setup and intuitive use.
Enterprise-Grade Security
AVOXI ensures enterprise-grade network security with intentional safeguards to access data securely. This provides peace of mind for businesses, knowing their communications are protected.
Conclusion
In summary, AVOXI’s extensive integration capabilities, broad compatibility across different platforms and devices, and user-friendly design make it an excellent choice for businesses looking to enhance their global voice and contact center operations.
Avoxi - Customer Support and Resources
Customer Support Channels
AVOXI offers multiple channels for customers to seek support:
- Online Chat: Users can chat online with knowledgeable tech specialists to get immediate assistance.
- Phone Support: AVOXI provides several phone numbers for technical support, including global, U.S., South Africa, Costa Rica, and Asia-specific lines.
- Email Support: Customers can email the Customer Support team directly at specified email addresses (e.g.,
genius.support@avoxi.comandservice@avoxi.com). - Support Tickets: Users can log into their AVOXI account to create support tickets, view open cases, and track the status of their inquiries.
Additional Resources
To help users get the most out of their AVOXI services, several resources are available:
- Customer Care Center: This section of the website includes videos, articles, and downloadable guides for using AVOXI products such as the Smart Queue Virtual Call Center and AVOXI Core Cloud PBX.
- FAQs and Guides: The support section is organized by product categories, making it easy to find answers to frequently asked questions and detailed guides on how to use the various features of AVOXI’s services.
- Dedicated Account Experts: Every customer gains access to 24/7 support and a dedicated account expert who can address specific business needs.
Implementation and Integration Support
AVOXI also simplifies the setup and integration process:
- Quick Setup: Users can launch their new customer call center software in minutes and integrate it with their CRM and other business tools with just a few clicks.
- Global Coverage: With virtual numbers available from over 160 countries, AVOXI ensures easy integration and high-quality calls worldwide.
By providing these support options and resources, AVOXI aims to make managing customer service call centers as easy and efficient as possible.
Avoxi - Pros and Cons
Advantages of AVOXI
AVOXI offers several significant advantages that make it a strong choice in the communication tools and AI-driven product category:Global Reach and Connectivity
Advanced Call Management
Real-Time Analytics and Insights
Mobile Compatibility and Remote Work Support
High-Quality and Reliable Service
Seamless Integrations and Customization
Strong Customer Support
Disadvantages of AVOXI
While AVOXI offers numerous benefits, there are some potential drawbacks to consider:Complexity for Smaller Businesses
Limited SMS Capabilities
Cost Considerations
Learning Curve
Avoxi - Comparison with Competitors
When Comparing AVOXI with Competitors
When comparing AVOXI with its competitors in the communication tools and VoIP category, several key aspects and unique features come to the forefront.
Unique Features of AVOXI
- Global Connect: AVOXI’s Global Connect feature allows for seamless international communication, enabling businesses to establish and maintain a strong global presence. This includes provisioning, configuring SIP or call forwarding, and porting numbers across 150 markets.
- Customizable Virtual Numbers: AVOXI offers a wide range of virtual numbers, including international, local, and toll-free options. This flexibility helps businesses establish a local presence in multiple countries and enhance their brand image.
- Warm Transfer Feature: The Warm Transfer feature ensures smooth call transitions, maintaining the conversational flow and enhancing the customer service experience.
- Advanced Analytics: AVOXI provides real-time insights into agent performance and call metrics, enabling businesses to make informed decisions and optimize their customer support operations.
Competitors and Alternatives
KrispCall
- KrispCall is a cloud-based telephony system known for its 24/7 customer support, 99.99% uptime reliability, and advanced features like Unified Callbox, SMS and Call Filters, and Call Notes. Unlike AVOXI, KrispCall is praised for its simple interface and consistent call quality.
- KrispCall integrates with popular business technologies like Zoho, HubSpot, and Salesforce, making it a strong alternative for businesses seeking comprehensive call management features.
AirCall
- AirCall is a modern VoIP solution designed for sales and support teams. It offers local, toll-free, and international numbers, along with features like Interactive Voice Response (IVR), call routing, and virtual call centers. AirCall is fully cloud-based and integrates seamlessly with major CRMs and communication tools like Salesforce and Slack.
- AirCall is particularly beneficial for small and medium-sized businesses looking to boost productivity and customer satisfaction.
3CX
- 3CX is a versatile business communication system that offers simple, cost-effective solutions for live chat, calls, and video conferencing. It is available across multiple platforms, including Web Client, Windows, Android, and iOS, making it suitable for businesses with both in-office and remote workers.
- Features include video conferencing, call recording, CRM integration, and live chat, which can be more comprehensive than AVOXI for certain business needs.
JustCall
- JustCall is an all-in-one customer communication platform that offers a more intuitive interface compared to AVOXI. It provides multi-device functionality, making it easy to use on the go. JustCall’s pricing is straightforward, starting at $30 per user, and it includes premium features like advanced call routing and integration with various business platforms.
- JustCall is suitable for enterprises of all sizes and is known for its competitive pricing and rich feature set.
GoToConnect
- GoToConnect combines the features of GoToMeeting with Jive’s business phone system, offering a comprehensive communication solution that includes voice, call management, and video conferencing. It is particularly suited for small businesses that need an all-in-one communication software.
- GoToConnect’s pricing plans start at $24.00/user/month, and it integrates well with different platforms, providing a unified communication solution.
Talkdesk
- Talkdesk offers a more extensive range of features compared to AVOXI, including predictive dialer, escalation management, call scripting, and automated workflows. It is easy to implement and integrate with other leading business platforms, but its pricing is on the higher side.
- Talkdesk is known for its good call performance and quality, along with great customer service and uptime.
Key Differences and Considerations
- Ease of Use: KrispCall and JustCall are often found to have more intuitive interfaces compared to AVOXI, which may require some technical knowledge.
- Customer Support: KrispCall stands out with its 24/7 customer support, whereas AVOXI has been reported to have inconsistent support quality.
- Features and Integrations: Each alternative offers unique features that might be more aligned with specific business needs. For example, AirCall and Talkdesk provide more advanced call center features, while 3CX offers a broader range of communication tools including video conferencing.
- Pricing: The pricing models vary significantly among these alternatives. AVOXI starts at $19.99 per month, while JustCall and GoToConnect have more straightforward per-user pricing plans.
When choosing between AVOXI and its competitors, it is crucial to consider the specific needs of your business, including the ease of use, the range of features required, integration capabilities, and customer support quality. Each platform has its strengths and can cater to different business requirements effectively.
Avoxi - Frequently Asked Questions
Frequently Asked Questions about AVOXI
Is AVOXI free?
AVOXI offers a free plan called the Launch Plan, which includes basic features like call forwarding and call recording. However, additional fees apply, such as costs for phone numbers, call minutes, and platform charges. So, while the base plan is free, there are other expenses to consider.How does AVOXI work?
AVOXI operates as a cloud-based VoIP and contact center solution. It connects businesses to customers globally through features like call routing, recording, and skill-based distribution. This helps streamline customer interactions and improve efficiency.What are the different pricing plans offered by AVOXI?
AVOXI offers three main pricing plans:- Launch Plan: Free, suitable for small businesses just starting out with basic features.
- Contact Plan: $24.99 per user/month, ideal for mid-market companies looking to streamline processes.
- Engaged Enterprise Plan: $49.99 per user/month, designed for enterprises needing advanced automation and analytical features.
What additional costs should I expect with AVOXI?
In addition to the monthly user fees, AVOXI charges for phone numbers ($12.49 minimum per number/month), platform fees, and onboarding fees ($149.99 for new customers with less than 6 licenses). There are also charges for call minutes and other services.Does AVOXI support international communication?
Yes, AVOXI provides global voice coverage across 150 countries. It offers various number types, including international, local, and toll-free numbers, and ensures local caller ID to increase answer rates. This makes it an excellent choice for businesses with a global footprint.What advanced features does AVOXI offer?
AVOXI includes several advanced features such as:- Skill-Based Routing: Directs calls to agents based on their skills.
- Interactive Voice Response (IVR): A multi-level IVR system to manage incoming calls.
- Call Recording and Live Monitoring: Allows managers to monitor and coach agents during calls.
- Queue Callback: Enables callers to reserve their spot in line and receive a callback instead of waiting on hold.
How does AVOXI integrate with other systems?
AVOXI integrates with over 40 contact center, unified communications, and communications platform as a service (CPaaS) solutions. It also supports integration with CRM and service apps and can upgrade Microsoft Teams voice with Direct Routing.What kind of analytics does AVOXI provide?
AVOXI offers advanced analytics tools that provide real-time insights into agent performance and call metrics. These analytics help businesses make informed decisions and optimize their customer support operations for efficiency and effectiveness.How does AVOXI ensure call quality?
AVOXI ensures premium call quality by directly connecting to vetted local carriers and routing traffic efficiently. It also allows for proactive testing of number availability and monitoring of call quality.Can I port out a number from AVOXI?
Yes, you can port out a number from AVOXI, but the process and any associated fees would need to be managed through their customer support and account management team.What kind of customer support does AVOXI offer?
AVOXI provides dedicated customer support and success teams, including standard and premium support packages. They also offer programmatic onboarding, porting, and regulatory expertise to help businesses quickly get started and navigate global voice solutions. Avoxi - Conclusion and Recommendation
Final Assessment of AVOXI
AVOXI is a comprehensive cloud-based communication and contact center solution that offers a wide range of features to enhance customer support and global communication. Here’s a detailed assessment of who would benefit most from using AVOXI and an overall recommendation.Key Features and Benefits
- Global Connectivity: AVOXI’s Global Connect feature allows businesses to communicate seamlessly across 150 countries, making it ideal for companies with a global footprint.
- Advanced Call Management: Features like multi-level IVR, call forwarding, call conferencing, and warm transfers ensure efficient call handling and improved customer satisfaction.
- Skills-Based Routing: This feature routes calls to the most suitable agents based on their skills, reducing handle time and increasing first call resolution.
- Advanced Analytics: Real-time insights into agent performance and call metrics enable data-driven decision-making, optimizing customer support operations.
- Customizable Virtual Numbers: Businesses can choose from international, local, and toll-free numbers to establish a local presence in multiple countries.
Who Would Benefit Most
AVOXI is best suited for medium-scale businesses and enterprises that require sophisticated call management features to deliver efficient customer support. Here are some specific groups that would benefit:- Global Businesses: Companies with international operations will appreciate the Global Connect feature and the ability to establish local numbers in various countries.
- Customer Support Teams: Teams that handle high call volumes will benefit from features like warm transfers, skills-based routing, and advanced analytics to optimize their performance.
- Mid-Market and Enterprise Companies: These organizations can leverage the Engaged Enterprise Plan for advanced automation, analytical features, and extensive integrations.
Pricing and Cost Considerations
AVOXI offers three main plans: the Launch Plan (free but with additional costs), the Contact Plan ($24.99 per user/month), and the Engaged Enterprise Plan ($49.99 per user/month). While the base plans are competitively priced, there are additional fees for phone numbers, call minutes, and platform charges that can increase the total cost.Customer Experience and Support
AVOXI provides several features to improve customer experience, such as live monitoring, queue callback technology, and the ability to integrate with CRM and helpdesk systems. However, some users have reported issues with customer service response times and billing notifications.Overall Recommendation
AVOXI is a solid choice for businesses looking to enhance their global communication and customer support capabilities. Here are some key points to consider:- Feature-Rich Solution: AVOXI offers a wide range of advanced features that can significantly improve call management and customer support efficiency.
- Global Reach: Its ability to facilitate international communication makes it an excellent option for global businesses.
- Cost Considerations: While the base plans are competitively priced, it’s crucial to factor in the additional costs to get a clear picture of the total expense.
- Customer Support: While AVOXI has strong features, there have been some reports of issues with customer service, which should be considered.