Unified communications provider Voxox Tuesday unveiled updates to its hosted PBX and SIP trunking offerings that it says will better address the needs of the channel. The company at the Cloud Partners conference in Boston also debuted a commission incentive for partners that will be in effect until the end of 2015.
The provider's carrier-grade Voxox Office platform, which delivers core voice services to small- and midsize-business customers, now includes a new set of new features including an improved user interface for managed service providers and their end customers, and modernized call center capabilities.
"Voxox is beating the competition to the table here with a more robust hosted offering," said Mark Stackpoole, CEO of Detroit-based telecommunications consulting firm GTS Direct, a Voxox partner. "The new features are helping to take it to the next level, with very little hassle on the setup."
Voxox primarily sells its business solutions through the channel. According to Stackpoole, the company is very receptive to partner feedback.
"It was time to listen to the feedback we were getting about what would make the solution easier to sell and better for customers," said Tristan Barnum, chief marketing officer for San Diego-based Voxox.
GTS Direct's agent partners started getting interested in hosted PBX offerings about two years ago, according to Stackpoole. While many hosted PBX solutions can offer the same functionality, GTS Direct has been highlighting Voxox solutions because of their intuitive features for both partners and end users, Stackpoole said.
"As we upgrade all our existing customers to the new hosted platform, we'll be able to meet all of our customers' needs," he said.
The new call center features include agent log-ins, call queuing, chat, and advanced management and monitoring tools. Partners also can use Voxox APIs to integrate their own value-added services into the customer's CRM solution. For example, partners could enable the Voxox PBX to automatically pull in a record from Salesforce during an inbound phone call, Voxox's Barnum said.
In addition to deeper reporting features, the updated operator console now allows call center operators to route calls in real time and drop calls in and out of queues.
"The console is a lot more robust," Barnum said. "We had some very basic queuing before and it was kind of unwieldy to manage. This is a lot cleaner with a smooth user interface."